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Shipping Policy

SHIPPING POLICY

Thank you for shopping with FREYJA! We want your pieces to reach you as smoothly as possible. Here's everything you need to know about shipping, delivery, and tracking your order.

1. Shipping Rates & Delivery Times

We ship throughout Malaysia and internationally, with complimentary shipping available for orders that meet the minimum spending requirements.

Destination Estimated Delivery Shipping Fee
West Malaysia 1–2 business days Free above RM150
East Malaysia 2–5 business days Free above RM150
Singapore 1–5 business days RM35 or free above RM450
Hong Kong 4–5 business days RM70 or free above RM888

For orders that do not qualify for free shipping, applicable shipping charges will be calculated and displayed at checkout.

Worldwide Shipping

Yes, we ship worldwide! If your country isn't listed among our available shipping destinations, please contact us at freyjaorders@gmail.com and we'll be happy to assist.

2. Order Processing & Dispatch

All orders are processed within 1–2 business days. Orders are not dispatched on weekends or public holidays.

During busy periods, including collection launches and festive seasons, processing and delivery may take a little longer than usual.

If there is a significant delay with your order, our team will contact you via email or phone.

Please note that delivery estimates are approximate and may vary depending on courier operations and circumstances beyond our control.

3. Order Tracking

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number.

Tracking information should become active within 24 hours, although some couriers may take up to 48 hours to register the first scan.

Tracking showing "No information available"?

Don't worry just yet! Sometimes tracking details won't appear until the courier scans your parcel into their system.

If your order was placed more than a week ago and your tracking information still hasn't been updated, please email us at freyjaorders@gmail.com.

For parcels delayed beyond the expected delivery timeframe, you may also contact the courier directly using your tracking number, or reach out to our team via email, WhatsApp, or Instagram @shopfreyja for assistance.

4. Incorrect or Incomplete Addresses

Please double-check your shipping details before placing an order.

If an incorrect or incomplete address results in your parcel being returned to us, the cost of reshipping will be borne by the customer.

We'll arrange a new delivery once the correct address has been confirmed and the applicable reshipping charges have been settled.

5. Multiple Shipments

Occasionally, items from the same order may arrive in separate packages for logistical reasons, particularly when an order includes backorder items.

This means your pieces may not always arrive together.

6. Customs, Duties & Import Taxes

For international orders, customs duties, import taxes, VAT/GST, clearance fees, or other charges may apply depending on your destination country.

These charges are not included in your purchase unless explicitly stated otherwise and are the responsibility of the recipient.

FREYJA does not control or determine these charges, and we cannot predict their amount.

We are also not responsible for delays caused by customs clearance procedures.

For more information about import regulations and potential charges, please contact your local customs authority.

7. Lost or Damaged Parcels

FREYJA Enterprise is not liable for products lost or damaged during shipping.

If your parcel arrives damaged, please contact us at freyjaorders@gmail.com with photographs of the parcel and its packaging so we can assist with filing a claim with the shipping courier.

Please retain all original packaging materials and damaged items until the claim has been reviewed.

INTERNATIONAL SHIPPING, CUSTOMS & DELIVERY RESPONSIBILITY POLICY

The following terms apply to international orders and should be read together with our general Shipping Policy.

1. Customs Duties, Taxes & Import Fees (DDU / DAP)

All international orders are shipped on a Delivered Duties Unpaid (DDU/DAP) basis unless explicitly stated otherwise.

This means that any import duties, taxes (including VAT/GST), customs clearance fees, brokerage charges, or other fees imposed by the destination country are the customer's responsibility.

These charges must be paid directly to the relevant courier or customs authority before delivery can be completed.

FREYJA does not collect these charges and has no control over their assessment or amount. Charges are determined by the destination country's customs authorities, courier customs brokers, and their applicable valuation and classification procedures.

2. Required Customs Documents & Recipient Information

Certain countries, including but not limited to Indonesia, may require additional recipient information or documents for customs clearance.

These may include:

  • Passport or identification number

  • Tax identification number (such as NPWP, NIK or KTP)

  • Proof of payment

  • Import registration or other supporting documents

By placing an international order with FREYJA, customers agree to provide any requested clearance documents or information promptly when contacted by the courier or customs broker.

Customers are also responsible for ensuring that their delivery address, email address, and contact number are accurate and reachable.

Failure to provide the required information may result in a shipment being delayed, held, returned to sender, or disposed of by the courier or customs authority.

3. Unreachable Recipients & Failed Delivery Attempts

If a courier is unable to complete delivery due to circumstances including, but not limited to:

  • Incorrect or incomplete delivery addresses

  • Business premises being closed

  • Recipient unavailability

  • Inability to contact the recipient

  • Failure or refusal to coordinate delivery

The shipment may be held, returned to sender, or disposed of by the courier or customs authority.

FREYJA is not responsible for delivery failures arising from these circumstances.

4. Refused Deliveries & Unpaid Import Charges

If a customer refuses delivery, declines to pay applicable import duties, taxes or fees, or fails to respond to the courier or customs broker within the required timeframe, the shipment may be returned to sender, abandoned, destroyed, or disposed of according to the relevant courier and customs regulations.

Orders are not eligible for refunds in cases involving:

  • Refusal to accept delivery

  • Refusal to pay applicable import charges

  • Failure to provide required customs clearance documents

  • Failure to respond to courier or customs requests

5. Return-to-Sender (RTS), Disposal & Additional Charges

Where a shipment is returned or disposed of due to customer action or inaction, including unpaid import charges, refusal of delivery, failure to respond, or unreachable contact details, the customer remains responsible for any resulting costs.

These may include:

  • Return shipping fees

  • Customs clearance and brokerage fees

  • Import duties and taxes

  • Storage, penalty or processing fees

  • Additional charges imposed by the courier

If the parcel is successfully returned to FREYJA and is in resellable condition, we may, at our discretion, offer one of the following resolutions:

Reshipment: The parcel may be shipped again once the customer has paid all new shipping costs and applicable fees.

Store Credit: Where offered, store credit may be issued only after the returned item has been received and inspected by our team.

These resolutions are offered at FREYJA's discretion and are not guaranteed.

6. Customs Holds, Seizures & Disposal

FREYJA does not issue refunds for shipments that are:

  • Held due to unpaid customs duties, taxes, or fees

  • Delayed because of missing recipient documents or failure to respond

  • Seized or disposed of by customs authorities or couriers

  • Refused by the customer

Customers are responsible for complying with the import requirements of their destination country.

7. Chargebacks & Payment Disputes

By completing an international purchase, customers acknowledge that delivery may require additional action on their part, including payment of customs duties and taxes or submission of required documents.

Where a shipment is delayed, held, returned, or disposed of due to customer refusal, non-payment, failure to respond, or unreachable contact details, these circumstances do not constitute seller non-delivery or grounds for a refund under FREYJA's policy.

In the event of a payment dispute or chargeback, FREYJA may submit relevant supporting documentation to the payment provider, including:

  • Shipping and tracking records

  • Courier communications

  • Customs updates

  • Records of unsuccessful delivery attempts

  • Evidence of customer refusal or non-response

8. Customer Support for Customs Clearance Issues

If you receive a request from your courier or customs broker concerning duties, taxes, or documentation, please contact FREYJA within 24 hours, or within the courier's specified deadline, whichever is earlier.

While our team may assist by providing available supporting documents, such as commercial invoices or proof of payment, all customs clearance requirements and associated charges remain the customer's responsibility.

For assistance, please contact:

Email: freyjaorders@gmail.com

Instagram: @shopfreyja

Website: www.shopfreyja.com

Thank you for shopping with FREYJA. We appreciate your support and can't wait for your pieces to reach you!