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Return & Refund Policy

RETURN & REFUND POLICY

Thank you for purchasing product(s) from our website https://www.shopfreyja.com.

We try to be accurate as reasonably possible in our descriptions of products available for purchase through the Site. However, our products may vary slightly from their pictures. The images of the products on our Site are for illustrative purposes only. Colours may appear slightly different in reality due to studio lighting conditions, or variances in computer screen calibration. We do however strive to ensure that screen colours are true to life, as much as possible. We do not warrant that product descriptions or other content on the Site are accurate, complete, reliable, current, or error-free.

Minor variations in measurement (within 0.8 inches) are not considered a defect. You are responsible for ensuring that your sizing measurements are accurate.

We accept returns and exchanges in two categories only:

  1. Approved non-defective returns (wrong size, not to your liking) → refunded in store credit

  2. Verified defective returns (manufacturing flaws, or FREYJA error) → resolved by replacement or monetary refund

1. Store Credit Refunds (Wrong Size / Not to Your Liking)

We accept a return request if the product was ordered in the wrong size, or if it is not to your liking.

  • These approved returns will be refunded in store credit only

  • Store credit will be added to your registered website account and automatically deducted at checkout on your next order

  • Store credit is valid for 6 months from the date of return

  • No cash refunds will be issued for this return category

  • Items paid with store credits (partial or full) are not eligible for further returns or exchanges

Each valid product is only eligible for a one-time exchange. A product issued as store credit or exchanged cannot be returned or exchanged for a second time.

2. Manufacturing Defects & Merchant Errors (Eligible for Replacement or Monetary Refund)

A return is eligible under this category only if the defect is verified or if FREYJA shipped incorrectly.

We will offer:

  1. A new replacement item, or

  2. A refund to your original payment method, if:

    • Replacement is unavailable, or

    • Product defect approved AND item is out of stock

Refund Conditions (Required for All Returns & Refund Approvals)

A refund or exchange will only be processed if ALL criteria below are met:

  • Product is brand new, unworn, unwashed, and free from stains, scents, marks, damage, or alteration

  • Clothing hang tags and all labels (fabric labels & product tags) remain fully intact and unremoved

  • Product packaging (plastic or net fabric pouch) is intact

  • Defect or merchant error has been verified and approved by our support team

  • Return parcel is shipped via a registered, trackable courier service

  • Customer has submitted:

    • Order ID

    • Returned product name

    • Tracking number

    • Proof of defect/merchant error if applicable

Any parcel that returns without these fulfilled conditions will be rejected, and FREYJA is not liable for disputes arising from rejected returns.

Refund Method (Criteria Required by Payment Provider)

  • All monetary refunds will be issued back to the original payment method used at checkout, for accurate tracking of money movement

    • (e.g., credit/debit card, DuitNow, bank transfer, or e-wallet)

  • Refunds will be processed after confirmed warehouse receipt of the returned parcel

  • Refund completion time is between 5–14 working days, depending on banks or payment processors

3. Chinese New Year & Hari Raya Occasionwear Return Rule

Cheongsam and Qipao items are non-returnable and non-exchangeable starting 10 days before Chinese New Year, as these are occasionwear products. Kindly only place your order if you agree to this.

Kebayas are non-returnable and non-exchangeable starting 10 days before Hari Raya, as these are occasionwear products. Kindly only place your order if you agree to this.

Support for sizing assistance is available prior to purchase — customers may contact us with their measurements for guidance before placing an order.

4. Non-Returnable & Non-Refundable Items

The following item types are strictly non-returnable, non-exchangeable, and non-refundable due to resale, hygiene, and product integrity policies:

  • Sale or discounted items

  • Swimwear

  • Shoes

  • Bags

  • Accessories

  • Clearance items

Sale items and discounted pieces are not eligible for return or exchange under any circumstances.

5. Return Timeline (To Secure Refund Approvals)

Once a return request is approved:

  • Malaysia orders: parcel must arrive at our warehouse within 7 days from the delivery date

  • International orders: parcel must arrive within 14 days from delivery date

Parcels that arrive outside these timeframes may still be eligible for a one-time size exchange if approved by support, but are not eligible for cash refunds or extension of return validity unless defect verified.

6. Unverified Defects / Damaged Return Parcels

  • Only items with verified manufacturing defects are eligible for a monetary refund

  • If a customer disputes store credit not processed, but the returned parcel does not meet our conditions or was damaged in transit, the merchant will not be liable for disputes raised

  • It is the customer’s responsibility to ensure the safe, undamaged, and compliant arrival of returned item(s)

7. Merchant Error Clause

If you received a product due to a mistake caused by us (incorrect size, colour, design, missing details/embroidery), kindly contact us immediately upon delivery. We will then arrange:

  1. A new replacement, or

  2. A refund to the original payment method if replacement is unavailable

Contact for Return Support

For return approvals, product defect verification, or merchant error claims, customers must contact:

  • Email: freyjaorders@gmail.com

  • Whatsapp: +6 0168887784

  • Include details of the defect if applicable, along with Order ID and product name

Please do not send your purchase back to us unless we authorise you to do so.

Customers should email/ whatsapp us at freyjaorders@gmail.com for the return address, with the information of which product you would like to return or exchange.


ORDER CANCELLATION

Orders placed cannot be cancelled or refunded.

Once the product is packaged and ready for shipping, we are unable to make any amendments to the address or products of the order.

 

GIFT CARDS

You or your friend will receive store credit in your website account for the value of your gift card. Please get in touch with us at freyjaorders@gmail.com to let us know if you are purchasing the gift card for someone else, or leave the receiver’s email details under your order comments.

 

SHIPPING

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

The shipping cost for defective products will be reimbursed to you.

 

BOUNCED PARCEL

We will be in touch via email in the event of a bounced parcel. However please note that, without prejudice to any other right or remedy available to us, you will be charged for any further delivery costs, or your order can be terminated if you repeatedly fail to take delivery of the Product.