Your order will be dealt with as promptly as possible and we endeavour to dispatch goods within 3 days of the order placement, however please allow up to 5 working days for delivery. For urgent orders please call 0044 (0) 845 371 4466 or email info@freyarose.com You may check the availability of any item offered on our site at any time by checking the sizes available. Inconveniences may occasionally occur regarding the availability of certain products.

In such circumstances, we will inform you of this fact as soon as possible (and in any case within the term of delivery as specified below) by e-mail or telephone. We will give you the option to wait for the product to be back in stock, order a different item of the same type or alternatively, to cancel your order. Should you opt to cancel your order no charge will be made to your credit/debit card. In the event that your credit/debit card has already been charged, you will be refunded as soon as possible.

Eligibility for Return

• Returns must be initiated within 14 days of receiving your order.
• All pieces must be unworn, unused, and in perfect condition.
• Shoes should be tried on a clean carpet only. Any marks on the sole would deem the product non-refundable.
• Please do not remove the plastic sole cover unless keeping the shoes.The removal of the plastic film would deem the product non-refundable.
• All items must be returned in the original packaging.
• Please ensure to include a copy of your receipt or refund/exchange letter within your return.
  

Exchanges & Alternative Sizes

• For any exchange requests, please contact us by email (info@freyarose.com) to reserve a new size or style; once your original is received in resalable condition, we can then fulfil your exchange.
  

Refunds

• Refunds are issued to the original purchaser's account, excluding delivery charges and import duties.
• Refunds may take up to 10 working days to appear, depending on your card issuer.
• Confirmed refunds are processed within 3 days.
  

Exchanges

• In-stock exchanges are sent within 7 days of receiving your return.
• Out-of-stock styles may take up to 6 weeks to handcraft.
• Please always reach out to ensure our availability before requesting an exchange.
  

Conditions

• Worn or damaged items are not eligible for a full refund or exchange.
• We do not cover the cost return postage, so please always use an insured shipping service or reach out to our customer service team for a discounted returns label via our trusted courier DHL.
• Returns from outside the UK please ensure to follow our specific shipping instructions found in the "Returns & Exchange Shipping Labels" tab below.
  

Return Addresses

• UK & International Returns: Freya Rose Online Returns, 99 Palmerston Road, Southsea, Hampshire, PO5 3PS, UK
  
• USA Returns: Valet Seller, 10 Symington PI, Rochester, NY, 14611, USA
  

Additional Notes

• For international returns our VAT number is: GB 918703121 (for customs purposes).
• We are not responsible for customs fees.
• Any questions, please email: info@freyarose.com

Freya Rose will exchange any footwear purchases (unless stated otherwise, please see individual item descriptions) bought once we are in receipt of the unworn returned item, this must be returned within 14 days together with all the original packaging and enclosed copy of your receipt or letter of refund/exchange.

Please make sure that the shoes are tried on a clean carpet. Shoes and bags must not be worn/used and should be returned in a perfect and unworn condition, without blemish on the fabric, sole or lining. Do not remove the plastic cover on the sole unless you plan to keep the shoes, a refund or exchange will not be valid if the plastic cover from the sole has been removed. The shoes and bags must be returned in the original packaging and the protective outer box as they were received.

If an alternative size is required, please contact us to reserve a new pair. These will be sent to you once your original shoes have been received in a resalable condition.

If an alternative style is required, please return your purchase as detailed above and repurchase as before.

Please note: The below returns policy is applicable only to items ordered directly from us through our website or bought in-store at our showroom. If you have any queries about an order placed with a stockist please contact the stockist directly. Thank you.

Do you need a different size? You can exchange our standard products easily by following our exchange instructions, please see ‘How To Return Or Exchange Your Order’. You have 14 days from the delivery of your order to let us know that you would like to exchange it.

Please see below for more information.

Any in stock items we will endeavour to send out within 5 days of receipt of returned product.

We can exchange for a different product without the need to place a new order. In case of price difference, we can action a partial refund, send out a PayPal request for balance outstanding or take payment over the phone.

RETURNING YOUR ORDER TO FREYA ROSE

Please contact us to let us know whether you would like an exchange within 14 days of receipt.

Complete the returns form to ensure your order can be promptly processed for an exchange.

Once we have received your shoes, we will contact you to confirm your exchange request.

Refunds will be carried out within three days of confirmation, exchanged shoes that are in stock will be sent out within seven days, shoes that are out of stock can take up to six weeks to make, please get in touch to confirm the stock of your preferred style and size.

Worn or damaged shoes or accessories will not be accepted for a full refund or exchange for any other reason than a manufacturing fault. Please visit our Terms & Conditions for more information.

Please be aware that we do not cover the postage cost of returns.

Return Shipping Made Simple

For your convenience we would always recommend using one of our prepaid return labels through our trusted courier. We offer a secure, tracked service at a reduced cost which will be deducted from your refund:

• US Customers: USPS or UPS label – £10
• UK Customers: DHL express label – £10
• Rest of World: DHL express label – £25
  

To request a return label, please email info@freyarose.com

USA Returns

• You're more than welcome to return your order independently, but please ensure to use tracked shipping to our USA address: Valet Seller, 10 Symington PI, Rochester, NY, 14611, USA
• Contact us to request a reduced cost label for return to our Rochester, NY fulfilment centre.
  

Rest of World Returns

• Email us to request a DHL return label.
• If returning independently, clearly mark ‘RETURNED GOODS’ on all packaging and paperwork to avoid customs delays.
• Returns must be sent within 14 days of notifying us of your intention.
  

Return to:
Freya Rose Online Returns, 99 Palmerston Road, Southsea, Hampshire, PO5 3PS, UK

Always use an insured and fully tracked postal service.

Please note: Freya Rose is not responsible for any loss, damage, delays, or additional costs if you choose to return your order via an independent courier.

VAT: GB 918703121
Custom fees remain the customer’s responsibility.

UNITED KINGDOM

The VAT is included in our prices

EUROPEAN UNION

We deliver to the EU on a Delivery Duty Unpaid (DDU) basis. 

These charges are the responsibility of the customer and have to be pre-paid either when the order is placed at checkout or on delivery of your order through the shipping agent or local customs office.

USA

We deliver to the USA on a Delivery Duty Paid (DDP) basis.

Freya Rose will cover all costs on products imported to the USA.

REST OF WORLD

When products are shipped outside the EU, we ship on a Delivery Duty Unpaid (DDU) basis.

This means prices are exclusive of all taxes and duties. These charges are the responsibility of the customer and have to be paid on delivery of your order.

Please contact your local customs office for more information.