RETURN POLICY
Please note that we do not offer free returns, fees apply.
Returns
Is it possible to return my order? Yes, it is possible. If you are not satisfied with the goods you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:
- The order should still include all appropriate parts, components, and packaging as the product.
- Normal handling of the product is evident, damages due to careless handling are excluded.
- Products for which hygiene is important have been thoroughly cleaned before the return process begins.
- The product has been found to be defective immediately upon receipt.
- We have the right to charge the customer for shipping costs. A return is processed within 7 business days, and if the conditions are met, the return will be officially acknowledged within this period. *We reserve the right to refuse returned items if we suspect that the items have been used or damaged without our fault.
How can I return my order?
If your order meets the above conditions, you need to do the following to initiate the return process:
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Send an email to: info@freya-london.com
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Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of damage
- First and last name of the customer
- Customer's address
We will then communicate with you and provide you with the return address. Never send the return to the sender; we will provide you with the correct address after you request it. You, the customer, are responsible for the shipping costs to return the product.
Consumer Withdrawal Rights
According to the following provision, the consumer has the right to withdraw if the consumer is a natural person entering a legal agreement for purposes not predominantly connected to their commercial or professional activity:
A. CANCELLATION TERMS
Right of Withdrawal
The withdrawal period is 30 days from the day you or a third party named by you, who is not the carrier, has received or taken over the last goods.
Since we operate a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot cancel the delivery process until the goods have been delivered, so a refund is not possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform us (Freya London) with a clear statement (e.g., via email) of your decision to withdraw from this agreement. The withdrawal is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.
Register for Deliveries in Transit
Since our goods are shipped from Asia, there may be longer transit times that we cannot control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance of your cancellation.
To ensure the fastest possible return, we ask that you send us a delivery confirmation.
Consequences of Withdrawal
If you withdraw from this agreement, we must refund all payments we have received from you, excluding delivery costs (excluding additional costs arising because you have chosen a different type of delivery than the cheapest standard delivery that we offer), without delay and no later than fourteen days from the day we receive the notice of your withdrawal from this agreement and receipt of the goods. For this refund, we will use the same payment method that you used for the original transaction unless expressly agreed otherwise with you; you will not be charged for this refund under any circumstances.
** ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.