Shipping Policy

SHIPPING POLICY

Thank you for visiting and shopping at https://www.shopfreyja.com. Following are the terms and conditions that constitute our Shipping Policy.

We offer FREE SHIPPING throughout Malaysia for all orders. Also, we offer FREE SHIPPING for international orders with a minimum spend on your order.

Due to the increase of shipping costs and the impact of COVID-19, it may take longer than usual to fulfill the order. We are working to get your order to you as quickly as possible.

Domestic Shipping Policy

Shipment processing time

All orders are processed within 1-2 days in business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or phone.

If you have not receive your parcel item after an extended waiting period, please contact the shipping courier with your tracking code. For further assistance, contact our team through email at freyjaorders@gmail.com, WhatsApp or Instagram @Shopfreyja for more help.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

Shipment country	Estimated delivery time	Shipment cost
West Malaysia	1-2 business days	Free
East Malaysia	2-5 business days	Free
Singapore	3-6 business days	RM35 or FREE for Orders above RM350
Hong Kong	4-5 business days	RM70 or FREE for Orders above RM700

 

Wrong Address

If you provided an address that is considered insufficient or incorrect by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed and updated the address with you.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

My tracking says “no information available at the moment”.

It is not uncommon for NO tracking information to show until your package has been scanned in by the respective carriers. It might remain “blank” for up to 48 hours after you receive your tracking link. However, if your order was placed more than a week ago and there is still no information on your tracking number, please contact us at freyjaorders@gmail.com.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, especially if your order contains backorder items.  Please keep this in mind when receiving deliveries.

Customs, Duties and Taxes

FREYJA Enterprise is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Damages

FREYJA Enterprise is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us at freyjaorders@gmail.com with photos of the package for us to file a claimant against the shipment carrier.

Please save all packaging materials and damaged goods before filing a claim.

International Shipping 

Yes, we ship our products all around the world! However, if you happen to be located in a country not listed under our shipping section, please get in touch with us at freyjaorders@gmail.com so we can assist you.

International Shipping, Customs & Delivery Responsibility Policy

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

All international orders are shipped Delivered Duties Unpaid (DDU/DAP) unless explicitly stated otherwise. This means import duties, taxes (including VAT/GST), clearance/brokerage fees, and any other charges assessed by the destination country are the customer’s responsibility and must be paid to the courier/customs authority before delivery can be completed.

These charges are not collected by FREYJA, and we do not control or predict them. Import charges are determined solely by destination customs, the courier’s customs broker, and their valuation/classification procedures.

2) Required Recipient Documents & Information (e.g., ID/Tax ID)

Some countries (including but not limited to Indonesia) may require the recipient to provide additional information/documents for customs clearance, such as passport/ID number, tax ID (e.g., NPWP/NIK/KTP), proof of payment, or an import registration.

By placing an order, the customer agrees to:

• Provide any requested clearance information/documents promptly when contacted by the courier/customs broker, and

• Ensure their delivery address, email, and phone number are accurate and reachable.

Failure to provide required documents or information can cause the shipment to be delayed, held, returned, or disposed of.

3) Unreachable Consignee / Failed Delivery Attempts

If the courier is unable to contact the customer, or delivery attempts fail due to reasons including (but not limited to):

• incorrect/incomplete address,

• “business closed,” “recipient unavailable,” “unable to contact,” or

• refusal to coordinate delivery,

the shipment may be held, returned, or disposed of by the courier/customs. In such cases, FREYJA is not responsible for delivery failure.

4) Refused Delivery / Refusal to Pay Duties & Taxes

If the customer refuses to pay any import duties/taxes/fees, refuses delivery, or does not respond to the courier/customs broker within required timelines, the shipment may be returned to sender (RTS) or disposed/destroyed/abandoned per courier/customs rules.

Orders are not eligible for refund in cases of refused delivery, refusal to pay import charges, or failure to provide clearance documents/information.

5) Return-to-Sender (RTS), Disposal, and Associated Charges

If a shipment is returned or disposed of due to customer action/inaction (including refusal to pay import charges, non-response, or unreachable contact details), the customer remains responsible for all costs incurred, which may include:

• return shipping fees,

• clearance/brokerage fees,

• duty/tax assessed by destination customs,

• storage/penalty/processing fees, and

• any additional courier charges.

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

• Re-shipment to the customer (customer pays all new shipping and any applicable fees), or

• Store credit (if offered), issued only after the returned item is received and inspected.

6) No Refunds for Customs Holds, Seizures, or Disposal

FREYJA does not issue refunds for:

• shipments held due to unpaid duties/taxes/fees,

• shipments delayed due to missing recipient documents or non-response,

• shipments seized or disposed of by customs/couriers, or

• shipments refused by the customer.

7) Chargebacks & Payment Disputes

By completing a purchase, the customer acknowledges and agrees that:

• International delivery may require recipient action (payment of duties/taxes and/or submission of documents).

• If a shipment is delayed, held, returned, or disposed of due to customer refusal/non-payment/non-response/unreachable contact details, this does not constitute seller non-delivery or grounds for a refund.

In the event of a payment dispute/chargeback, FREYJA will provide the payment provider with supporting documentation, which may include shipping records, tracking updates, courier communications, and evidence of customer non-response/refusal.

8) Customer Support Window for Clearance Issues

If a customer receives a customs/duty/document request from the courier, they must contact FREYJA within 24 hours (or within the courier’s stated deadline, whichever is earlier). While FREYJA may assist by sharing documents such as invoices or proof of payment, clearance requirements and fees remain the customer’s responsibility.