— Returns
WE KEEP THINGS SIMPLE: CUSTOM-MADE PRODUCTS FOLLOW SPECIFIC RETURN RULES, BUT DAMAGED, DEFECTIVE, OR INCORRECT ITEMS ARE ALWAYS TAKEN SERIOUSLY.
1. Wrong Garment: Received a wrong garment brand.
2. Wrong Item: Received a wrong product type.
3. If we sent the wrong parcel, customers are allowed to keep the parcel at their own disposal.
Solution: Replace or full refund.
1. Blurry Print: Edges of the print are out of focus, not distinct. Design details are fuzzy and do not represent the quality of the print file and distort it.
2. Design Placement Issue: Too Low / Too High / Right / Left / Wrong area / Crooked / Upside down — the placement of the printed design does not match the designed placement to the extent that it becomes noticeable by the end customer and the initial design is distorted.
3. Peeling Print: Print coming off in pieces.
4. Scaling Issue: Design printed too large or too small, to the extent that it becomes noticeable to the end customer and noticeably differs from the artwork.
Solution: Replace or full refund.
Sizing Issue: The size of the garment measured according to the standard instructions does not match the size chart of Frostbite Apparel, which more than 3 cm bigger or smaller.
Solution: Replace or full refund.
Colouring Issue: The printed colour differs significantly from the colour used in the design, resulting in a final product that noticeably differs from the mockup. This is usually due to the provider choosing the wrong colour code or incorrect technical settings.
Solution: Replace or full refund.
1. Broken / Holes / Mechanical Issues / Torn: Item arrived flawed due to the provider's or carrier's act or omission. This includes, but is not limited to: broken mugs; garments with holes or tears; items with mechanical issues, such as a poorly functioning zipper or a non-functioning clock.
2. Embroidery Issues: Including, but not limited to: wrong thread colour used for the whole design or parts of it; crooked embroidery; protruding or loose threads; missing parts of the design; or incorrect thread density.
3. Stains: Obvious ink spots, smears, or other unknown stains on the garment or item that are not present in the artwork and distort the design.
Solution: Replace or full refund.
We do not build throwaway pieces.
Every Frostbite order is handled with care, checked before dispatch and packed to arrive ready to wear. Still, if something is wrong, we will make it right.
If you are a customer protected by mandatory consumer withdrawal laws, you may have the right to withdraw from your purchase within 14 days after receiving your order, without giving a reason.
Your statutory rights remain unaffected.
To start a withdrawal or return request, contact us at:
Please include:
Returned items must be:
If a piece comes back destroyed, worn or in a condition that makes resale impossible, we may reduce or refuse the refund where legally permitted.
If your order arrives damaged, defective or incorrect, contact us as soon as possible.
Send clear photos of:
If the issue is confirmed, we will offer a replacement, repair, refund or another legally appropriate solution.
This does not cover damage caused by wrong handling, washing mistakes, normal wear, misuse or self-made alterations.
Check the size information before ordering.
Our pieces are limited, and some sizes may sell out fast. If your size does not fit, contact us and we will check whether an exchange is possible.
Exchanges depend on available stock. If the size is dead, it is dead.
Outside mandatory withdrawal rights, we do not guarantee size exchanges.
Some Frostbite pieces may be produced in limited runs, made to order or created specifically for a release.
Where legal exceptions apply, certain custom-made or clearly personalised products may be excluded from withdrawal or return rights.
If an item is excluded, this will be stated clearly where required.
Unless the item is defective, incorrect or otherwise covered by mandatory legal rules, the customer is responsible for return shipping costs.
We recommend using tracked shipping.
We are not responsible for returns that get lost, damaged or sent without tracking.
Do not send items back without contacting us first.
Once your return has arrived and passed inspection, we will process the refund to the original payment method.
Refund timing depends on your payment provider or bank.
Original shipping costs and return shipping costs are handled according to applicable consumer law.
Where legally permitted, the following items cannot be returned:
Do not return items to the sender address or production facility unless we confirm it.
Returns sent to the wrong address may not be accepted.
The correct address for returns is:
Frostbite Apparel
Klostersteige 30
87435 Kempten
Germany
Contact us first:
We stand behind the product.
We do not stand behind careless handling.
If something is genuinely wrong, we fix it.
If the piece has been worn into the ground, that is not a return.
