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 for products* purchased in the wrong size, or not to your liking. For such returns, we will provide a refund in store credit. This store credit will be keyed into your website account, and automatically deducted off your next order. The store credit is valid to use on all products, and has a ONE Year validity from the date of your return.
Products partially or fully purchased with store credits are not valid for any further returns or exchanges. Each valid *product is only valid for a one time exchange, and cannot be exchanged or returned for a second time. We do not offer cash refunds for purchases in wrong sizes, or products that are not to your liking.
Please note that Cheongsam and Qipaos are non-returnable from 10 days before Chinese New Year due to this design being occasionwear. Kindly place your order only if you are agreeable to this. Please reach out to us with your measurements if you require assistance with choosing your size as CNY cheongsams and qipaos will not be eligible for exchange or returns, thank you.
*Due to the nature of our business, we do not accept any returns once the clothing hang tags and labels are removed. For safety and hygiene reasons, products such as sale items, swimwear, shoes, bags and accessories cannot be resold so we do not accept returns for these product types.
*Sale items purchased are strictly non-exchangeable or returnable.
Cash refunds will not be provided for any purchase, except for defective products. If the customer notices a mistake on his/her order due to our mistake, please contact us as soon as you receive the package and we will process an exchange for a brand new product, or process a cash refund after receiving the defective returned product.
In circumstances where you consider that a product is defective, you should promptly contact us at freyjaorders@gmail.com with details of the product and the defect.
To complete your return, we require your Order ID, and an email notification of the tracking details for your return parcel. Within Malaysia, your return parcel should arrive back at our warehouse within 7 days of you receiving it, and international orders should arrive back at our warehouse within 14 days of you receiving it.
RETURNS NEED TO MEET ALL OF THE FOLLOWING CONDITIONS:
- All products must be in brand new, unwashed condition with no stains or damage
- Product’s transparent plastic packaging containing correct product SKU code sticker is intact, product paper hang tags (gold, black & white) & fabric labels are un-removed and completely intact
- Returns have to be sent via registered mail, and the Order ID, Returned product name & tracking details sent to us via email in order for our warehouse to successfully receive your parcel
- Any item that does not meet the conditions above will not be accepted for return or exchanged.
- It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be transferred, or store credit updated after the arrival of the returned item(s).
Please do not send your purchase back to us unless we authorise you to do so.
Customers should email 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.