Return & Refund Policy

RETURN & REFUND POLICY

Last Updated: 1 November 2026

Thank you for shopping with FREYJA.

We want you to love your purchases, and we do our best to ensure that every piece meets our standards before reaching you.

Please read our Return & Refund Policy carefully before placing an order. By purchasing from www.shopfreyja.com, you acknowledge the terms outlined below, subject to your rights under applicable consumer protection laws.

1. PRODUCT INFORMATION & EXPECTATIONS

We make reasonable efforts to ensure that our product descriptions, photographs, measurements and other information displayed on our website accurately represent the products offered.

However, please note the following:

Colour Variations

Product colours may vary slightly from photographs due to studio lighting, photography conditions, screen settings and individual device calibration.

We strive to represent colours as accurately as possible, but minor differences between the product photographs and the actual item are not necessarily considered defects.

Measurement Variations

Measurements are provided as a guide to assist customers with selecting their sizes.

Minor measurement variations of up to 0.8 inches may occur due to fabric properties, production processes and manual measurement methods. Such minor variations are not automatically considered manufacturing defects.

Customers are responsible for reviewing the size chart and ensuring that the selected size is suitable before placing an order.

If you are unsure about sizing, we encourage you to contact our team before purchasing.

Nothing in this section excludes a customer's statutory rights where a product materially differs from its description or fails to meet applicable consumer guarantees.

2. RETURN & REFUND ELIGIBILITY

FREYJA accepts return requests under two categories:

A. Approved Non-Defective Returns

For eligible products purchased in the wrong size or that are not to the customer's liking.

Refund method: Store credit only
Subject to return eligibility, inspection and approval
No monetary refund for change-of-mind returns

B. Verified Manufacturing Defects or Merchant Errors

For products with verified manufacturing defects or errors made by FREYJA when fulfilling an order.

Resolution: Replacement or monetary refund, as applicable
Monetary refunds are issued to the original payment method
Subject to verification and applicable consumer protection laws

These categories are explained in detail below.

3. NON-DEFECTIVE RETURNS - STORE CREDIT ONLY

We understand that sometimes a size may not fit as expected, or a piece may not be quite what you had in mind.

For eligible non-defective items, FREYJA may approve a return in exchange for store credit.

Store Credit Conditions

Approved returns will be refunded in store credit only.
Store credit will be added to the customer's registered website account.
Available store credit will be applied towards eligible future purchases at checkout.
Store credit is valid for 6 months from the date of return.
No monetary refunds will be provided for change-of-mind or incorrect-size returns.
Items purchased using store credit, whether partially or fully, are not eligible for further discretionary returns or exchanges.

One-Time Return or Exchange Policy

Each eligible product is entitled to a maximum of one approved discretionary return or exchange.

Once a product has been exchanged or store credit has been issued for a return, the same purchase is not eligible for a second discretionary return or exchange.

These restrictions apply to voluntary returns and do not limit remedies required by applicable law for defective or non-conforming goods.

4. MANUFACTURING DEFECTS & MERCHANT ERRORS

If you receive a product with a manufacturing defect or an item that was incorrectly supplied by FREYJA, please contact our customer support team as soon as possible.

Examples of merchant errors include:

Incorrect size supplied
Incorrect colour or design supplied
Missing details or embroidery that should have been included
Verified manufacturing defects

All reported defects and merchant errors are subject to assessment by our support team.

Photographs, order details and other relevant information may be requested to verify the issue.

Available Resolutions

Where a defect or merchant error is verified, FREYJA will offer an appropriate resolution in accordance with the nature of the issue and applicable law, which may include:

Replacement: A replacement of the affected product where available.
Monetary Refund: A refund to the original payment method where a replacement is unavailable or where a refund is otherwise required by law.

If the affected item is out of stock and cannot be replaced, a monetary refund will be arranged where applicable.

FREYJA reserves the right to inspect returned products to verify reported defects or merchant errors, subject to applicable consumer rights.

5. RETURN CONDITIONS & PRODUCT INSPECTION

For discretionary returns and exchanges, all of the following conditions must be met:

The product must be brand new, unworn and unwashed.
The product must be free from stains, scents, makeup marks, damage or alterations.
All original clothing hang tags, fabric labels and product tags must remain attached and intact.
Original packaging, including the plastic or net fabric pouch, must be intact.
The return must have been approved by FREYJA's customer support team.
The return parcel must be sent using a registered, trackable courier service.
The customer must provide all required return information.

Required Return Information

Customers must provide:

FREYJA Order ID
Name of the product being returned
Return tracking number
Photographic evidence of defects or merchant errors, where applicable

Return Inspection

All returned items will be inspected upon receipt.

FREYJA reserves the right to reject discretionary returns that do not meet the stated eligibility and condition requirements.

Items that have been worn, washed, altered, damaged, stained, or returned without the original tags or packaging may be rejected.

Unapproved returns or parcels that do not comply with our discretionary return requirements will not automatically qualify for store credit, refund or exchange.

These conditions do not remove statutory rights relating to defective, incorrectly supplied or non-conforming products.

Please do not return any items without prior authorisation from our customer support team.

6. RETURN TIMEFRAMES

Customers must obtain return approval before sending their parcels back to FREYJA.

For approved discretionary returns, the following deadlines apply:

Order Destination	Return Deadline
Malaysia	Within 7 days of delivery
International	Within 14 days of delivery

Important: The returned parcel must arrive at our warehouse within the applicable timeframe, calculated from the original delivery date.

Customers are responsible for arranging their return shipments promptly to meet these deadlines.

Late Returns

Returns received outside the stated timeframe may be rejected.

At FREYJA's discretion, a late return may still be considered for a one-time size exchange where appropriate.

Late discretionary returns are not eligible for monetary refunds or extensions of return validity.

Where a verified manufacturing defect or merchant error is involved, requests will be assessed separately in accordance with applicable consumer protection laws.

7. CHINESE NEW YEAR & HARI RAYA OCCASIONWEAR

Due to the seasonal nature of our occasionwear collections, special return and exchange restrictions apply during the festive period.

Chinese New Year — Cheongsams & Qipaos

All Cheongsam and Qipao purchases made starting 10 days before Chinese New Year are final sale for discretionary return purposes.

During this period, these items are not eligible for change-of-mind returns, size exchanges or store credit refunds.

Hari Raya — Kebayas

All Kebaya purchases made starting 10 days before Hari Raya are final sale for discretionary return purposes.

During this period, these items are not eligible for change-of-mind returns, size exchanges or store credit refunds.

These restrictions apply from the relevant cutoff date onwards.

We strongly recommend reviewing product measurements and contacting our team for sizing assistance before making a festive occasionwear purchase.

Important: These seasonal restrictions do not exclude remedies required by applicable law for manufacturing defects, incorrect items or products that fail to meet statutory consumer guarantees.

8. NON-RETURNABLE & NON-REFUNDABLE ITEMS

For hygiene, resale and product integrity reasons, FREYJA does not accept discretionary returns or exchanges for the following categories:

Sale or discounted items
Swimwear
Shoes
Bags
Accessories
Clearance items

All sale, promotional and discounted purchases are final sale for change-of-mind purposes.

Items in these categories are not eligible for voluntary returns, exchanges or store credit refunds.

This exclusion does not affect statutory remedies for defective, incorrectly supplied or non-conforming products.

9. REFUND METHODS & PROCESSING TIME

Store Credit Refunds

Approved non-defective returns will be refunded in the form of store credit only.

Store credit will be credited to the customer's registered website account and will remain valid for 6 months from the date of return.

Store credit cannot be converted into cash as part of a discretionary return.

Monetary Refunds

Where a monetary refund is approved or legally required, it will be issued to the original payment method used during checkout.

This may include:

Credit or debit card
DuitNow
Bank transfer
E-wallet or other supported payment methods

For refunds that require the return of the product, processing will take place after the returned item has been received and the relevant verification completed, subject to applicable law.

Refund Processing Time

Approved monetary refunds will generally be processed within 5–14 working days.

The time required for funds to appear in the customer's account may vary depending on the bank, card issuer or payment service provider.

10. RETURN SHIPPING COSTS

Non-Defective Returns

Customers are responsible for all return shipping costs for approved discretionary returns or exchanges.

Original shipping charges are non-refundable for discretionary returns.

Defective Products

Where a manufacturing defect is verified, applicable return shipping costs will be reimbursed by FREYJA.

Any shipping-related remedies for incorrect items or other non-conforming goods will be handled in accordance with applicable law.

Return Shipping Responsibility

Customers are responsible for arranging return shipments using a registered, trackable courier service.

Please ensure that returned products are securely packaged to prevent damage during transit.

For discretionary returns, FREYJA may reject items that arrive damaged, incomplete or in a condition that does not meet our return requirements.

We recommend retaining the courier receipt and tracking details until your return has been received and processed.

FREYJA will not be responsible for discretionary return parcels lost or damaged during return transit, except where liability arises under applicable law.

11. UNVERIFIED DEFECTS & REJECTED RETURNS

Not all reported issues automatically qualify as manufacturing defects.

Minor colour differences caused by lighting or screen display, and measurement variations within the stated tolerance, are not automatically classified as defects.

Where a reported defect cannot be verified, the return may be assessed under our discretionary return policy if the product otherwise qualifies.

FREYJA reserves the right to decline discretionary returns that do not meet our eligibility requirements.

Store credit or monetary refunds will not automatically be issued for unapproved returns, damaged return parcels or products that fail inspection.

Where a customer disputes a return decision, FREYJA may rely on relevant records, including order details, product photographs, inspection findings and courier documentation.

Nothing in this section prevents customers from exercising applicable statutory rights or pursuing lawful dispute-resolution procedures.

12. ORDER CANCELLATIONS & AMENDMENTS

Once an order has been placed, it cannot ordinarily be cancelled or refunded at the customer's request.

Please review your order carefully before completing checkout.

Once an order has been packaged and prepared for dispatch, we are unable to guarantee any amendments to the products or delivery address.

FREYJA is not responsible for errors in order details supplied by the customer, except where otherwise required by law.

This cancellation policy does not affect refunds or remedies required by applicable law or situations where FREYJA is unable to fulfil an order in accordance with our Terms & Conditions.

13. GIFT CARDS

Gift cards purchased through FREYJA are issued as store credit to the designated website account.

If you are purchasing a gift card for someone else, please contact us at freyjaorders@gmail.com or provide the recipient's email address in the order comments during checkout.

Our team will assist with arranging the gift card for the intended recipient.

14. RETURNED OR BOUNCED PARCELS

If a shipment is returned to FREYJA because of an incorrect address, unsuccessful delivery attempt, failure to collect the parcel or other customer-related delivery issue, we will attempt to contact the customer using the contact details provided.

Additional delivery charges may apply if reshipment is required.

Where a customer repeatedly fails to accept delivery, FREYJA reserves the right, subject to applicable law, to terminate the affected order or require payment of any applicable additional delivery charges.

For international shipments involving customs clearance, refused delivery or unpaid duties and taxes, the provisions of our Shipping Policy will apply.

15. CONTACT & RETURN AUTHORISATION

For return requests, sizing exchanges, manufacturing defect reports or merchant error claims, please contact our customer support team.

FREYJA Enterprise

Email: freyjaorders@gmail.com

WhatsApp: +60 16-888 7784

Website: www.shopfreyja.com

When contacting us, please include:

Your full name
Your FREYJA Order ID
Name of the affected product
Reason for your return or exchange request
Clear photographs of the issue, where applicable

Our team will review your request and provide further instructions, including the return address where necessary.

Please do not send any items back without receiving prior return authorisation from FREYJA.

16. APPLICABLE CONSUMER RIGHTS

This Return & Refund Policy is intended to explain FREYJA's standard return procedures and discretionary return conditions.

Nothing in this policy excludes, limits or overrides any statutory guarantees, rights or remedies available to consumers under applicable law, including the Malaysian Consumer Protection Act 1999.

Where applicable law provides a customer with a right to repair, replacement, refund or another remedy, those rights will prevail over any inconsistent provision of this policy.

Thank you for shopping with FREYJA. We appreciate your understanding and support. ♡