Returns, Exchanges & Refunds Policy

We want you to feel confident when you shop with Freyaa.

We understand that choosing the right size online can sometimes be difficult. If the fit is not quite right, we offer a one-time size exchange on eligible products. And if your order arrives damaged, defective, or incorrect, our customer care team will help make it right.

Our return conditions help us ensure that every Freyaa customer receives a fresh, unworn product in excellent condition.

Need a Different Size?

If your product does not fit as expected, you may request a one-time size exchange for another available size of the same product.

Please contact us within 7 calendar days of delivery so we can assist you.

To be eligible for a size exchange, the product must be:

Unworn, unwashed, unused, and unaltered
In its original condition
Returned with all original tags attached
Returned in its original packaging
Free from stains, makeup, perfume, odours, damage, or signs of wear

If the product was purchased as part of a set, all pieces must be returned together.

These conditions help us protect product quality and ensure that every customer receives an item that has not previously been worn or used.

How the Size Exchange Works

Once your exchange request is approved, our team will provide the return address and shipping instructions.

Customers are responsible for safely shipping the product back to us. We recommend using a trackable shipping service and sharing the courier name and tracking number with our team.

Once we receive your product, our team will complete a quality check. If the product meets the exchange conditions, we will arrange the requested replacement size, subject to availability.

Each eligible product may be exchanged for size only once.

Size exchanges are available only for another size of the same product, colour, and design. They cannot be used to select a different product or style.

What If the Requested Size Is Unavailable?

All size exchanges depend on current inventory availability.

If the requested replacement size is unavailable after your returned product has passed our quality check, we will issue a store credit for the value of the product.

The store credit can be used toward a future purchase on the same Freyaa website where the original order was placed.

Original shipping charges, return-shipping costs, expedited delivery fees, customs duties, tariffs, and other delivery-related charges are not included in the store credit.

Damaged, Defective, or Incorrect Products

Every Freyaa order is carefully checked before it is shipped. However, if your product arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days of delivery.

We will review the issue and help you with the next steps.

Please include:

Your full name
Your order number
A brief description of the issue
Clear photographs or videos showing the damage, defect, or incorrect product
Photographs of the original packaging and shipping label, where applicable

Please keep the product, original tags, labels, and packaging intact while your request is being reviewed.

The product must not be worn, washed, used, or altered. Original tags and packaging must not be removed, damaged, or tampered with.

Once the returned product has been received and inspected, an approved claim may be resolved through:

A replacement of the same product, subject to availability
A store credit for the product value
A refund to the original payment method, where applicable

Our team will confirm the available resolution after completing the quality inspection.

Damage caused by normal wear, washing, alterations, incorrect care, improper storage, or misuse is not considered a manufacturing defect.

Refunds and Store Credits

We currently do not provide refunds for:

Incorrect size selection
Change of mind
Personal preference
Requests for a different colour, design, style, or product
Products that have been worn, washed, used, or altered
Products returned without their original tags or packaging
Products that do not pass our quality inspection
Requests submitted after the applicable 7-day period

For an eligible size exchange, a store credit will be issued only when the requested replacement size is unavailable.

Refunds to the original payment method may be provided for approved damaged, defective, or incorrectly supplied products, where applicable.

Approved refunds are issued after the returned product has passed our quality check. Depending on your bank, card issuer, or payment provider, it may take approximately 5–10 business days for the amount to appear in your account.

Shipping and Delivery Charges

Original shipping fees, return-shipping charges, expedited delivery fees, customs duties, tariffs, and other delivery-related costs are non-refundable and are not included in store credits.

These amounts may be collected by courier companies, payment providers, or government authorities and are separate from the value of the product.

Final-Sale and Special Products

Products marked as Final Sale are not eligible for size exchanges, returns, store credits, or refunds unless they arrive damaged, defective, or incorrect.

Customized, personalized, stitched, or altered products are not eligible for exchange or return.

Any additional product-specific return conditions will be clearly mentioned on the relevant product page.

How to Request an Exchange or Return

Please email hello@freyaa.us before shipping a product back to us.

Include:

Your full name
Your order number
The product name
The replacement size you would like, if requesting a size exchange
The reason for your request
Photographs or videos, if the product is damaged, defective, or incorrect

Our customer care team will review your request and provide the return instructions and return address.

Please do not ship a product before receiving return authorization. This allows us to identify your return correctly and process it as quickly as possible.

Before Sending Your Product Back

To help us process your request smoothly, please make sure:

You contacted us within 7 calendar days of delivery
The product has not been worn, washed, used, or altered
All original tags are still attached
The original packaging is included and has not been tampered with
All pieces of a set are returned together
The product is securely packaged for return shipping
The courier and tracking information are shared with our team

All exchanges, returns, store credits, and refunds are subject to inspection and approval.

These checks allow us to maintain the quality and hygiene standards our customers expect from Freyaa.

For any questions, please contact us at hello@freyaa.us. Our customer care team will be happy to assist you.