Refund policy

 

RETURNS

You can return our standard products with our straight-forward returns system. However, Made-To-Order products are not returnable if you change your mind.

Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy. Once accepted, you will receive an email confirmation of your return and refund.

You have 14 days from the delivery of your order to let us know that you would like to return your order. You then have another 14 days to return your order to us for the refund to be accepted. 

RECEIVING A REFUND

All products returned following our returns procedure will be credited to the original purchaser's account. This is excluding delivery charges and import duties. Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer.

 

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HOW TO RETURN OR EXCHANGE YOUR ORDER

 

You have 14 days from the delivery of your order for a return or exchange to be accepted.

 

EASY EXCHANGES

We offer easy exchanges so you can exchange your order to a different style, size, colour or heel height with ease. Please see our Easy Exchange points below for more information.

  • Any in stock items we will endeavour to send out within 5 days of receipt of returned product.
  • Pre-order items have a lead-time of 4-6 weeks
  • We cover the cost of the shipment of the new 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.

If you decided to exchange your order please follow the steps in ‘Return Your Order To Freya Rose’ section below to ensure an easy exchange.

RETURNING YOUR ORDER TO FREYA ROSE

  1. Please contact us to let us know whether you would like an exchange or a refund within 14 days of receipt.
  2. Complete the returns form to ensure your order can be promptly processed for a return/exchange.

3.

  1. UK Customers; please send your returns to: Freya Rose, Online Returns, 99 Palmerston Road, Southsea, Hampshire, PO5 3PS, UK within 14 days of informing us of your intention. Please ensure that you send your shoes by registered post back to Freya Rose.
  2. International Customers; We can schedule a collection to return the shoes to us. The cost of this service will be deducted from your refund amount. Please contact info@freyarose.com to book in a collection. If you are returning your shoes from a non-EU country, please clearly mark the package with 'Return' and attach the original shipping documentation to help your package return clear customs quickly.
  3. Once we have received your shoes, we will contact you to confirm your return/exchange request.
  4. 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 six weeks to make, please get in touch to confirm the stock of your preferred style and size.
  5. 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.
  6. Please be aware that we do not cover the cost of returns.

Fore International Returns excluding USA and Australia

You can book an international return by visiting this link: https://web.global-e.com/returns/portal/oQNX

USA and Austrailia Customers; We can schedule a collection to return the shoes to us. The cost of this service will be deducted from your refund amount. Please contact info@freyarose.com to book in a collection.

If you are returning the shoes from outside the UK please clearly write on the packaging and customs invoice ‘RETURNED GOODS’ and attach the original shipping documentation to help your package return clear customs quickly to Freya Rose
vat number GB 918703121.

This is to avoid problems at customs. Please note we are not liable for any custom fees which may occur