Every FRVR HER piece starts the same way: with what you choose. Length, texture, density, customization. None of it comes off a shelf. It's built after you order, specifically for you. That's the standard we hold ourselves to, and it's why our approach to returns looks different from a typical retailer's.
Placing an order means you've read and accepted the terms below.
Why Your Order Takes Time
There's no inventory waiting to be picked and packed here. Once you check out, your piece goes into production based on exactly what you selected. Sourcing, construction, and quality checks all happen after your order is placed, not before. That's the tradeoff for something built specifically for you instead of pulled off a rack.
What You Ordered Determines What's Possible Afterward
Customized pieces
Anything involving custom color, length alteration, density changes, or any other spec built outside our standard offerings is final once production starts. No returns, exchanges, or credit. Double check your selections before you check out. Once we begin, it's locked in.
Standard pieces
Chosen from our regular catalog without added customization. May qualify for a resolution if:
- You contact us within 5 days of delivery
- The piece is unworn, unwashed, unaltered, and in original packaging
- You can show proof of purchase
Return shipping is on you unless the issue was our mistake.
Sale and limited-drop pieces
Final sale, full stop. If one arrives with a genuine manufacturing flaw, email us within 7 days with photos. We'll look at it case by case, even though standard eligibility doesn't apply.
Getting a Resolution Started
- Email us first. Don't ship anything yet. Include your order number, what's going on, and photos if relevant.
- We'll review and let you know if it qualifies. Every request gets an actual look, not an automatic approval.
- If approved, we'll tell you which resolution applies and how to send the piece back.
- Ship it within 3 business days of approval, with tracking. We're not responsible for anything lost in transit without it.
- Once it arrives, we check it over before finalizing anything.
- Your resolution goes through after that check clears.
How We Actually Make It Right
We don't process refunds on completed, non-defective orders. By the time you're holding it, the materials and labor are already spent. Instead:
- Rebuild: we remake the piece correctly. Free if the issue was ours to fix.
- Store credit: goes to the email on file, usable on anything in the catalog. Original shipping isn't part of the credited amount.
If you're rebuilding into something priced higher than your original order, you cover the difference before we start. Priced lower, we credit you the gap. A rebuild is a new build. It gets its own production timeline, not an expedited one.
Once we've confirmed your resolution, it's locked in. We can't reverse it or swap it for a different type afterward.
What a Return Actually Costs You
Instead of a sliding percentage, we keep it simple: a flat $20 processing fee applies to any approved standard return, covering the real cost of handling, inspecting, and restocking. Original shipping is never refunded, on any resolution, for any reason.
If Something's Actually Wrong
Damaged, defective, or just not what you ordered? Email us within 48 hours of delivery with your order number and clear photos before you wear or install anything. If it's confirmed as our error, the processing fee is waived. If it's not related to manufacturing or shipping, think personal preference or wear, standard terms apply.
Changing Your Mind
- Within 12 hours of ordering: full refund, no fee, no questions.
- After 12 hours: production is already moving. A flat $25 fee applies to cover materials and labor already committed, with the rest returned as store credit.
- Wanting your order to move faster isn't grounds for a fee-free cancellation. Your timeline was shown at checkout.
Last Things to Know
- Nothing gets accepted back without us confirming it first.
- Refused or unclaimed packages don't qualify for any resolution.
- We decide between rebuild and store credit based on the situation. We'll always explain why.
- Ship returns with tracking. We can't help with what we can't trace.
- Original shipping is non-refundable, always.
- Placing an order means you've agreed to all of this.