Terms of service

These Terms and Conditions (“terms”) set out the terms which you agree to when you use and/or shop from the Fraegra website www.fraegra.co.uk (“site”). If you do not agree to any of these terms, you must not use our site or shop from us. 

1. Introduction / Who We Are 

The site is operated and all goods ordered are supplied by Fraegra Buying Limited (registered in England with company no. 06789840) whose registered office is at 80 Mosley Road, Trafford Park, Manchester, M17 1LE (“we”, “us”, “our”). 

2. Use of the Site 

The site is directed solely at consumers who access this website from the United Kingdom, and the site and the products sold on it are accordingly only appropriate for use in this location. You are responsible for ensuring compliance with local laws if you are outside of the United Kingdom. 

Although we make reasonable efforts to update the information on our site, we make no representations, warranties, or guarantees, whether express or implied, that the content on our site is accurate, complete, or up to date. 

We do not guarantee that our site, or any content on it, will always be available or uninterrupted. We may suspend, withdraw, or restrict the availability of all or any part of our site for business and operational reasons. 

3. Placing an Order 

When you place an order with us, it forms an offer to purchase our goods. We will confirm our acceptance of your order when we dispatch the goods from our warehouse. At this point, a contract based upon these terms is formed between you and us. 

If we cannot accept your order, we will inform you in writing and will not charge you for the goods. Reasons may include goods being out of stock, unexpected limits on our resources, errors in pricing or description, or inability to meet your delivery deadline. Where we suspect that customers are buying large numbers of items for the purposes of reselling them, we reserve the right to cancel these orders at any point up to the item being dispatched. 

4. Making Changes to Your Order 

If you wish to make a change to the goods you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will inform you of any changes to the price, timing of supply, or anything else resulting from your requested change and ask you to confirm whether you wish to proceed. If the change is not possible or the consequences are unacceptable, you may wish to end the contract. 

5. Products 

Goods and their packaging may vary slightly from their pictures. All photography is for illustrative purposes only and the actual item may vary in colour, design, and size. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display reflects the colour of the products accurately. 

We update our website regularly with stock that we have available; however, if you order an item and it is out of stock, we will refund you the amount for the item and any associated services such as delivery or gift wrapping. Where your order contains multiple items, we will send the items currently in stock and refund you for items not in stock. 

6. Prices 

The prices payable for goods you order are as set out on our website. You will be required to pay extra for delivery, and it might not be possible for us to deliver to some locations. Our delivery charges are set out on our website. 

The price of goods (including VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure prices are correct. If the rate of VAT changes between your order date and supply date, we will adjust the rate accordingly, unless you have already paid in full before the change. 

Occasionally, goods may be incorrectly priced. We will check prices before accepting your order. If the price at order date is higher than stated, we will contact you before accepting the order. If we accept an obvious and unmistakable pricing error, we may end the contract, refund any sums paid, and require the return of any goods provided. 

Promotions and discounts may apply to certain goods. Products excluded from promotions include: all Creed, Acqua Parma, Escentric Molecules, BaByliss, GHD, SOSU By Suzanne Jackson, The Ordinary, Barbour 100ml EDT, FCUK Anniversary, The IKON collection bundle, Indulge Beauty Outlet products, Discovery Club products, any products from outlet stores, gift cards, and Fraegra Membership. 

Flash or time-limited promotions are available only during the specified times and require applying the discount code at checkout. Online times may differ from in-store times. Flash sales or limited-time promotions are subject to a maximum of five items per order. 

7. Payment Options 

We offer a range of payment options on our website. For use of gift cards, please see our Gift Card page. 

For goods, you must pay before dispatch. We will not charge your card until dispatch. 

8. Delivery 

We have a range of delivery options selectable at checkout. Details of timescales, exclusions, and charges are on the Delivery page. 

We use third-party carriers, who may have their own rules regarding delivery. Circumstances beyond their control may delay delivery (e.g., weather, governmental changes, logistics issues). We or the carriers will try to notify you as soon as possible. 

If goods are missing or damaged, notify Customer Services within 72 hours. Keep all packaging as it may need to be returned. 

If an item fails to arrive, we wait 15 working days (10 working days for next-day delivery) from dispatch before offering a refund or re-delivery. Any non-delivered items must be reported within 10 days of dispatch. 

Goods are your responsibility from delivery to the address provided. Ownership passes once payment is received in full. International deliveries may be subject to import duties, taxes, and customs inspections. 

9. Returns 

Goods can be returned within 90 days of purchase, following the website’s returns process. We will replace goods (subject to availability) or refund your payment. Right to return is lost if seals are broken or goods personalised. 

Engraved/personalised fragrances, greeting cards with personalised messages, and gift wrap with personalised ribbons are not eligible for return. Check your message carefully before ordering. Only letters and numbers are accepted; special characters, symbols, or offensive language are not permitted. 

10. Cancelling Your Order – Change of Mind 

You may cancel orders within 14 days of receiving the goods, in accordance with your statutory rights under the Consumer Contracts Regulations 2013. 

Orders cannot be cancelled if seals are broken or goods personalised. 

Refunds will include the price paid for goods and a portion of delivery costs equivalent to the cheapest delivery method. Refunds will be processed within 14 days of receiving returned goods. 

11. Fraegra Competition Giveaways 

  1. The promoter is: Fraegra Buying Limited of FQ 80 Mosley Road, Trafford Park, Manchester, M17 1LE. 

  1. This is a competition giveaway on Fraegra social channels. 

  1. To enter: (a) Participants must have an Instagram account and public profile. (b) Follow entry instructions in the caption. 

  1. Opening and Closing Dates are in the caption. 

  1. Entries must be received by 23:59 on the Closing Date. Late entries are disqualified. 

  1. The Promoter is not responsible for technical failures. 

  1. By submitting, you agree to these terms. 

  1. Competition open to UK residents 18+, excluding Fraegra Buying Limited employees, their agents, and immediate family. – include TFS employees too? 

  1. Proof of eligibility may be required. 

  1. No automated, bulk, incomplete, or offensive entries accepted. 

  1. Promoter may disqualify entries contrary to the spirit of the competition. 

  1. No cash alternative; prize not transferable. 

  1. Winner selected randomly. 

  1. Winner notified via @fraegra Instagram account must claim within 24 hours. 

  1. Prize may not be claimed by third parties. 

  1. Promoter not liable for inability to take up prize. 

  1. All entries become property of the Promoter. 

  1. Personal information processed per Fraegra Privacy Policy. 

  1. Promoter may void, suspend, or amend prize draws as needed. 

  1. Terms governed by English law. 

  1. Competition not affiliated with Instagram. 

12. Fair Usage Policy 

To ensure a fair and consistent shopping experience for all our customers, we have implemented the following Fair Usage Policy: 

1.1 - Permitted Use 

The products we sell are intended for personal use or gifting only. Bulk purchasing for resale, redistribution, or commercial use is strictly prohibited. 

1.2 - Volume Monitoring Order 

Customers placing 15 or more orders per rolling 12-month period may be subject to review to ensure compliance with our non-resale policy. This threshold is designed to identify potential bulk purchasing or reselling activity that may impact product availability for other customers. 

1.3 - Bulk Reselling Checks 

If a customer exceeds the annual order threshold, we will: 

  • Review the nature and frequency of purchases. 

  • Contact the customer to confirm the intended use of the products. 

  • Restrict access to certain promotions, discounts, or limited-stock items. 

  • Suspend or terminate accounts found to be engaging in unauthorized reselling. 

1.4 - Exceptions 

We understand that some customers may place higher volumes of orders for legitimate reasons (e.g., large families, corporate gifting). If this applies to you, please contact our support team to discuss your needs and avoid disruption. 

1.5 - Policy Updates 

This policy was last updated on 23rd September 2025 and may be updated periodically. Continued use of our services constitutes acceptance of the latest version.