At Freya Fashion Shop, we want you to be completely satisfied with your purchase. We understand that sometimes things don’t work out, which is why we’ve created a straightforward returns and exchanges process for our valued customers.

Quick Overview: We accept returns and exchanges within 15 days of delivery. Items must be unworn, unwashed, and with original tags attached. For hygiene reasons, swimwear bottoms and intimate apparel cannot be returned unless defective.

Return & Exchange Timeframe

You may return or exchange items within 15 days from the date you receive your order.

Conditions for Returns & Exchanges

  • Items must be in original condition: unworn, unwashed, and unaltered
  • Original tags must be attached
  • Original packaging should be included when possible
  • A proof of purchase receipt is required

Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned or exchanged unless defective:

  • Swimwear bottoms
  • Bras and intimate apparel
  • Sleepwear
  • Panties

Note: This policy aligns with industry standards for intimate apparel and ensures the comfort and safety of all our customers.

How to Initiate a Return or Exchange

  1. Contact us within 15 days of receiving your order at [email protected] with your order number and details about the item you wish to return or exchange.
  2. Wait for authorization – Our customer service team will respond within 2 business days with instructions and a return authorization number.
  3. Package your item securely in the original packaging if possible.
  4. Ship your return to the address provided in your return authorization email. We recommend using a trackable shipping service as you are responsible for the return shipping costs.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or defective. For exchanges, we will cover the shipping costs to send your replacement item.

Refund Information

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your original payment method will be credited
  • Original shipping costs are non-refundable
  • You will receive an email confirmation once your refund has been processed

Exchange Process

If you’re exchanging an item for a different size or color:

  • We will process your exchange once we receive the returned item
  • Your new item will be shipped within 2 business days
  • You will receive tracking information for your exchange shipment

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected]. We will arrange for a prepaid return label and expedite your replacement or refund.

Return Request Template

Use the following template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Freya Fashion Shop Customer Service, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to be returned: [Product Name, Size, Color] Reason for return: [Please specify] I have reviewed the return policy and confirm that the item(s) meet the return conditions. Please provide instructions for completing this process. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

International Returns

For international customers outside the United States:

  • Return shipping costs are the responsibility of the customer
  • Please mark the package as “Returned Goods” to avoid customs fees
  • Refunds will be issued in US Dollars; exchange rates may affect the final amount credited to your account

Questions?

If you have any questions about our returns and exchanges policy, please contact our customer service team:

Email: [email protected]

Response Time: Within 2 business days