El Nua | Vino

Eligibility for Returns & Exchanges

• Once your order is confirmed, we will not be able to make any changes to that order.
• We accept returns and exchanges only for products that are defective, damaged, or if the wrong size has been delivered. Exchanges will only be processed for size-related issues. If the required size is out of stock, we will issue store credit or vouchers for future purchases — no refunds will be made to your bank account. The store credit or voucher will be valid for 1 month from the date of issue.
• Please note we do not refund money on any merchandise sold.
• Store credit or exchange can be processed only if we receive the merchandise in its original packaging.
• We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, due to monitor discrepancies, we cannot guarantee that your display of colour will be accurate.
• All goods will be inspected on return for damage, spoiling, stains, and odour.
• All conditions applicable to return of goods shall also apply to exchange of goods.
• The goods are your responsibility until they reach us. We are not liable for any damages caused to the product during transit.
• We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Once the order is confirmed, FROKME has a No Refund Policy on items purchased from the website.
• For defective products, we only provide replacement or exchange. Once a request is raised, the replacement/exchange product will be delivered within 20 days.
• The store credit will be credited to the user account within 30 days.
• If you wish to exchange your item for an alternative product, we suggest that you return it for store credit and purchase the new item separately.

Return & Exchange Process

• Our Return and Exchange Policy applies only if merchandise is received under the following conditions:
  • Merchandise must be unused, unaltered, unwashed, and undamaged.
  • Merchandise must have all tags still attached. Please inform our customer care department in case an item is delivered without tags.
  • Returns that are damaged or soiled will not be accepted and will be sent back to the customer.
  • Where belts, designer packaging such as authenticity cards, dust bags, and leather tags are provided, these should be included with your return.
  • All shoes should be tried on a carpeted surface before wear. Footwear must include the original shoebox in its original condition, without postal labels.
• To initiate a return or exchange, please contact our support team at support@frokme.in. Follow the provided shipping instructions. Upon receiving and inspecting the returned item, we will process your refund as store credit or facilitate the exchange.

Replacement Policy

For defective, damaged, or incorrect items, reach out to our support team with photographic evidence within the validity period. Once the issue is verified, we will process the replacement at no additional cost. Replacements will be dispatched after collecting the defective item.

Processing Time

Our support team will verify and process the return or exchange within 10-15 days of receiving your request. Upon validation, shipping details for the replacement will be provided.

Order Processing

We strive to fulfil orders as soon as you place them. In most cases, your order will be expected to be delivered within 14 business days.

Need help?

Contact us at support@frokme.in for questions related to refunds and returns.

SHIPPING

At Frokme.in we make-to-order. We typically take 14-21 business days to process all orders and an additional 1-3 days for shipping within India.

• Please make sure that your shipping address is correct, as we will not be able to redirect orders once they are dispatched to you.
• Before we dispatch your purchase, we may need to confirm your details with you. We will do our best to keep delays to a minimum.
• Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed. Please note this can take longer during our sale periods when it may take up to 72 hours for shipments to be dispatched. We ship via Delhivery depending on the delivery pin code.
• Shipping in India comes at an additional cost based on the pincode.
• First purchase discounts don't apply on items that ship in 72 hours (3 business days).
• A flat INR 300/- is chargeable for returns and exchanges for orders purchased and need to be returned or exchanged due to size issues.
• Items that ship within 72 hours during the sale period, will be shipped within 3 business days. Delivery for the same will vary for every pin/ zip code. If the order is for mixed items, the delivery will be within the standard timeline.
• We work closely with our shipping partner to minimise the potential impact of custom delays. We are not responsible for any delays caused by issues in transit.
• All orders will require a signature upon receipt.

INSURANCE

Frokme.in insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Frokme.in and transfer of responsibility in the same way.

TAXES & DUTIES

Prices on the product are inclusive of taxes and duties. For more information please write to support@frokme.in.