Customer Care
SHIPPING
Your consignment will be shipped with a tracking number from Zürich via Swiss Post. Free shipping for orders over CHF250.
Free shipping coupon for FrenzyLOOP customers who decide to send their used FrenzyLOOP item back for repairing or new upcyling.
Shipping costs are non-refundable if package is rejected upon the arrival and/or taxes and duties are not covered.
FrenzyLOOP doesn’t take responsibility for any delays, missing, lost or stolen packages.
For tracking, use data from the shipping conformation email.
By any concern, please contact your postal services.
TAX & DUTIES
All fees and duties are the customer’s responsibility and are non-refundable. They are calculated based on the item ordered, the shipping destination, and the purchase value. For more details, please contact your local customs office.
Ready-to-Wear
vs
Made-to-Order
Ready-to-Wear model will be shipped right after purchasing. All Made-2-Order modes are usually ready for shipping 3-5 days after purchasing and agreeing on all the necessary fabrication details. Before ordering or in case of any wishes or doubts, please contact frenzy@frenzyloop.com – answers to any questions about this particular piece, are just an email away.
Made-to-Order pieces are made especially for you and include one fitting round. The piece is usually ready for its fitting check within 3-5 days of purchase and agreeing on fabrication details – from there, the full process (shipping, fitting, your notes, and finishing) typically takes up to 3 weeks, depending on how quickly the fitting round goes.
Before ordering or in case of any wishes or doubts, please contact frenzy@frenzyloop.com – answers to any questions about this particular piece are just an email away.
RETURNS & REFUNDS
Order Cancellation
Orders may be cancelled within 24 hours of purchase.
Ready-to-Wear Items (Refundable)
If you wish to return a ready-to-wear item:
Contact us within 14 days of purchase.
Return the item unworn, unwashed, and undamaged, with all original tags and in its original packaging.
The return shipment must be sent within 30 days of purchase.
Items that do not meet these conditions are not eligible for a refund. Instead, they may be redirected into the Frenzy Loop re-upcycling cycle, but you will receive a free-shipping coupon for your next Frenzy Loop order.
Made-to-Order Items (Final Sale)
Made-to-Order pieces are made specifically for you and are final sale – no refunds or exchanges for change of mind. Each order includes one fitting round before the piece is finished, so any fit issues are addressed as part of the making process, not after.
If something else comes up with your order, contact us within 14 days of delivery and we’ll do our best to help.
How to Initiate a Return or Refund
Please email frenzy@frenzyloop.com before sending any items back. Returns sent without prior contact may not be accepted.
Customs Fees & Duties
Customs fees, import duties, and taxes are the customer’s responsibility and are non-refundable. These charges depend on the destination country, the value of the order, and local regulations. For more information about potential charges, please contact your local customs office.
LOOP CONCEPT
Frenzy Loop garments are designed to evolve rather than be discarded. Customers can return their Frenzy Loop pieces for repair or re-upcycling, extending the life of each garment within the FrenzyLOOP cycle.
Free Repair:
Each Frenzy Loop piece includes one free repair within 12 months of purchase for normal wear. Send your item back to us and we will repair it and ship it back to you free of charge. After the repair, you will also receive a free-shipping coupon for your next FrenzyLOOP order.
Repairs cover structural fixes and reinforcement of existing design elements. Major alterations or damage caused by accidents may require an additional fee or may be redirected to re-upcycling if repair is not suitable.
Upcycling Return:
When you feel ready for a new chapter, your FrenzyLOOP item can evolve again. Send your piece back for re-upcycling and receive a 10% discount plus free shipping on your next FrenzyLOOP order under CHF 250.
Returned items are reviewed for material condition and design suitability before entering the re-upcycling process.
Start a Loop
To initiate a repair or re-upcycling return, please contact us at frenzy@frenzyloop.com before sending any items back.
FAULTY OR WRONG
ITEM RECEIVED
Wrong or Faulty Item: If you receive an incorrect or faulty FrenzyLOOP item, you are eligible for a full refund. Please contact us at frenzy@frenzyloop.com immediately and we will get back to you as soon as possible with all necessary information and instructions.
Please note: Washed or worn items cannot be considered “faulty” or “incorrect.” FrenzyLOOP is not responsible for damage caused by improper care if the provided washing instructions have not been followed.
PAYMENTS AND PRIVACY
All payments are processed securely via Stripe, which accepts major credit and debit cards, digital wallets (Apple Pay, Google Pay), direct bank transfers, and PayPal.
For more details on Stripe’s secure payment system, visit:
https://stripe.com/docs/security
REFUNDS
Refunds will be issued using the same payment method used for the original purchase. You will receive a refund confirmation email as soon as possible, no later than 5–8 business days after your refund request has been submitted.
Please note that the time it takes for the refunded amount to appear in your bank account may vary depending on your bank.
PERSONAL
DATA
& SECURITY
At FrenzyLOOP, your security and privacy are a top priority. All personal data is kept strictly confidential and will never be intentionally shared with third parties without your prior consent.
For full details, please refer to our Privacy Policy.
SIZING
All models follow standard EU sizing. However, many pieces are adjustable thanks to their design, fabric type, or flexibility.
If you have any questions or need help with sizing, feel free to contact us at frenzy@frenzyloop.com
SUSTAINABILITY
About the Production
Items selected for upcycling are primarily sourced from local charity shops or collected from friends and family. Any new fabrics or yarns used in the designs come from carefully chosen suppliers and are certified as recycled, remanufactured, bio-based, or sustainably produced.
All FrenzyLOOP pieces are designed and upcycled in-house, then sold exclusively through this online shop. Any future partnerships will be transparently listed on our website. Each piece comes with detailed production data, including the origin of materials (as transparently as possible), production time, and techniques used.
We do not hold stock. Each Ready-2-Wear model is a one-of-a-kind piece available in a single listed size. Some of these models can be reproduced individually as Made-2-Order pieces, customised in different fabrics, colours, and sizes.
Because every piece is carefully thought through, designed and created by one person, there are no seasonal lines, collections, or sales. If you would like something made just for you, choose a piece from our Made-2-Order selection.
&MORE
Frenzy is using reused, recycled & recyclable packaging and tags. To waste less paper all communication and invoicing go through emails. Your FrenzyLOOP – item will be shipped as “pro clima” via SwissPost whenever possible.
Sponsorship – 5% of your purchase will be donated for charity – the information about the amount and the chosen sponsorship, will be sent to you at the end of each year.
Some Tips:
- buy with intention – ask yourself if you really need it, and where it came from – every item counts
- support (small slow fashion) brands that are honest and transparent – brands that value sustainable and ethical production.
- choose quality over quantity – go for garments that are already here- already used or upcycled, over newly made ones, these efforts make a difference
- use eco-friendly detergents to reduce your footprint at home
- air-dry your clothes – it’s gentler on your garments and the planet
- if a garment no longer feels like “you”, don’t stash it or throw it away – join the FrenzyLoop and give it the chance to become something new
- stay in the loop – follow FrenzyLOOP on Pinterest and Instagram