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 Frenzy customers who decide to send their used Frenzy 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.
Frenzy 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.
RETURNS & REFUNDS
Once your order is placed, you may cancel within 24 hours of purchase.
Ready-to-Wear Items (Refundable)
Contact us within 14 days of purchase.
Return the item unworn, unwashed, undamaged, with all original tags, in its original packaging.
Ship the return within 30 days of purchase.
Items that do not meet these conditions will be redirected for upcycling and are not eligible for a refund. Instead, you’ll receive a free-shipping coupon for your next Frenzy purchase.
Made-to-Order & Pre-Order Items (Non-Refundable)
These items are generally not eligible for a refund. If you experience any issues, please contact us within 14 days of purchase and we’ll work with you to find a solution.
To Initiate a Return or Refund:
Email us at frenzy@frenzyloop.com before sending any items back.
All fees and duties are the customer’s responsibility and are non-refundable. They are calculated based on the ordered item, shipping destination, and purchase value. For more information, please contact your local customs office.
LOOP CONCEPT
Loop Concept: FrenzyLoopDesign customers can return their used Frenzy items for a free repair or for another round of our upcycling process.
Free Repair: We’ll repair your item at no cost, ship it back to you for free, and send you a free-shipping coupon for your next purchase at FrenzyLoopDesign.
Upcycling Return: If you choose to upcycle, send your item back and receive a 10% discount plus free shipping on your next Frenzy order under CHF 250.
To start a Loop Concept service, please contact us at frenzy@frenzyloop.com
FAULTY OR WRONG
ITEM RECEIVED
Wrong or Faulty Item: If you receive an incorrect or faulty Frenzy 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.” Frenzy 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 FrenzyLoopDesign, 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 models 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, customized in different fabrics, colors, and sizes.
There are no seasonal lines, collections, or traditional sales. Instead, we offer Pre-Order Campaigns—your chance to order a unique, custom-made piece chosen from our MADE-2-ORDER selection and benefit from free shipping.
&MORE
Frenzy is using reused, recycled & recyclable packaging and tags. To waste less paper all communication and invoicing go through emails. Your FrenzyLoopDesign- item will be shipped as “pro clima” via SwissPost when ever 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.
Join the F-Loop
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 Frenzy-Loop and give it the chance to become something new
- stay in the loop—follow Frenzy on Pinterest and Instagram