PROCESSING YOUR ORDER
Your order will be dealt with as promptly as possible and we endeavour to dispatch goods within 2 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 email@example.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.
All our shoes and accessories are hand finished in our London studio. The precise nature of this work means that it can take a few days for your order to be shipped. For estimated delivery timelines, if you have an urgent request, please email firstname.lastname@example.org
We endeavour to prepare all in-stock orders within five days of receiving your order.
All Made-To-Order products are handmade; they have an estimated delivery time of 10-14 weeks. We will dispatch your order as soon as it is ready. For more information, please email email@example.com
Christmas Shipping Times: Our offices will be closed from the 21st December until the 3rd January. Orders placed in this time will be subject to delayed dispatch. We will endeavour to ship orders out as soon as possible upon our return but please allow extra time to receive your order.
RETURNING OR EXCHANGING YOUR ORDER
Freya Rose will refund 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 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
Please note Made-To-Order shoes are made especially for you and are not exchangeable or refundable.
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.
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.
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.
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.
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 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.
- 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.
RETURNING YOUR ORDER TO FREYA ROSE
- Please contact us to let us know whether you would like an exchange or a refund within 14 days of receipt.
- Complete the returns form to ensure your order can be promptly processed for a return/exchange.
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 postage cost of returns.
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.
It is entirely up to you how you return your order. However, we recommend that you insure your parcel as we will not credit for goods that are lost or damaged in transit. We do not refund the postage cost to you or postage return cost.
USA and Australia Customers;
It is entirely up to you how you return your order. However, we recommend that you insure your parcel as we will not credit for goods that are lost or damaged in transit. We do not refund the postage cost to you or postage return cost. 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 firstname.lastname@example.org 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
Online Returns, 99 Palmerston Road, Southsea, Hampshire, PO5 3PS,
vat number GB 918703121.
This is to avoid problems at customs. Please note we are not liable for any custom fees which may occur.
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
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
For further information please contact us.