Refund policy

Please note: we do not offer free returns. The cost of returning an item is borne by the customer, unless the item arrived faulty or incorrect. This page explains how returns and refunds work at Freja Store; the same terms appear on our FAQ page.

Can I return my order?

Yes. If you are not content with your purchase, you may request a return within 30 days from the day your order is delivered. This includes your statutory right to cancel within 14 days, described below, and extends it to 30 days. The return must meet the following requirements:

All parts, accessories and packaging are included, exactly as the product was received.
The product is in its original condition, unworn and unwashed, with all original tags still attached. You may handle and try on an item as you would in a shop.
For hygiene reasons, swimwear and underwear can only be returned with the hygiene seal or protective liner intact, unless the item is faulty.

If an item is returned handled or worn more than is necessary to establish its nature, characteristics and fit, we may reduce the refund to reflect the loss in value, as the law allows.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of the day you, or a person you nominate, receive the goods, without giving a reason. To cancel, send us a clear statement by email to info@frejastore.com; you may use the wording "I hereby give notice that I cancel my contract for the sale of the following goods", with your order number, name and address, but this is not required. You then have 14 days from the day you tell us to send the goods back. Our voluntary 30 day return period gives you more time than this, and it does not reduce your statutory rights.

How do I start a return?

If your order meets the conditions above, email us at info@frejastore.com stating:

the order number,
the reason for the return (optional for a cancellation),
a photo of the item (if it arrived damaged or faulty),
your full name and address.

Our team will reply with the correct return address. Please wait for this address before sending anything: do not return items to the sender address on the parcel. Returns are sent by post or courier to the return address we provide; we recommend a tracked service and keeping your proof of postage. For items that are not defective you pay the return postage, and a prepaid label is not included. For defective or incorrect items we pay it. We do not charge a restocking fee.

Refunds

After we receive and check the return (usually within 2 to 5 business days), we refund the payment method used for the purchase. The refund is issued within 10 business days of the return reaching us, and in any case within 14 days of the day we receive the goods back or you provide evidence of having sent them, whichever is earlier. Refunds are made in GBP (pounds sterling) and include the original delivery charge, if any, for the standard delivery option.

No fee is charged for the refund. Depending on your bank or payment provider, it can take a further 3 to 10 business days before the amount appears on your account.

Changing or cancelling an order before it ships

If your order has not yet shipped, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do what we can to help. Once the order has shipped we can no longer stop it in transit: in that case, please wait for delivery and then follow the return procedure described above.

Faulty or incorrect items

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If an item arrives faulty, damaged or incorrect, contact our customer service with a few photos and a clear description of the problem. Within 30 days of delivery you are entitled to reject the item and receive a full refund. After 30 days you are entitled to a repair or replacement, and if that is not possible or does not solve the problem, to a price reduction or a refund. For faulty or incorrect items we cover the return postage. These rights apply in addition to this policy and are not affected by it.