Refund & Return Policy
Last Updated: June 24, 2026
Please read this policy carefully before placing your order. By purchasing from Freyjaloft, you agree to the terms set out below.
1. Defective or Incorrect Items
If you receive an item that is defective, damaged, or different from what you ordered, please contact us at freyjaloft@gmail.com within 14 days of receiving your order.
To process your claim, we require:
- Your order number
- A clear description of the issue
- Photo evidence of the defect, damage, or incorrect item
Once we have reviewed your claim and confirmed the issue, we will offer you one of the following resolutions at our discretion:
- A full refund to your original payment method
- A replacement item shipped to you at no additional cost
We will cover all shipping costs associated with resolving defective or incorrect item claims.
2. Returns — Non-Defective Items
We accept returns on non-defective items within 14 days of the date you receive your order, subject to the conditions below.
2.1 Return Conditions
To be eligible for a return, your item must meet all of the following conditions:
- Unused and unwashed
- Original tags still attached
- In its original packaging and in the same condition as received
Items that do not meet these conditions will not be accepted for return and will be sent back to you.
2.2 Return Shipping
Return shipping costs for non-defective items are the responsibility of the buyer. We recommend using a trackable shipping method, as we cannot be held responsible for returned parcels that are lost or delayed in transit.
2.3 How to Initiate a Return
To initiate a return, please contact us at freyjaloft@gmail.com with your order number and reason for return. We will provide you with further instructions on how to proceed.
Please do not send items back without first contacting us, as unauthorised returns may not be accepted.
3. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved, a refund will be processed to your original payment method within 5–7 business days.
Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Original shipping costs, if any, are non-refundable.
4. Non-Returnable Items
The following items are not eligible for return or refund:
- Items purchased during promotional or sale events
- Customised or personalised items
- Items that have been used, washed, or are not in their original condition
- Items returned without prior authorisation
5. EU and UK Consumers — Statutory Withdrawal Right
If you are located in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of the date you receive your order, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires by contacting us at freyjaloft@gmail.com.
Following withdrawal, you must return the item to us within 14 days of notifying us. Return shipping costs are your responsibility unless otherwise agreed. Items must be returned in unused, unwashed condition with original tags attached and in their original packaging.
Once we receive and inspect the returned item, we will issue a full refund to your original payment method within 5–7 business days.
Please note that the right of withdrawal does not apply to items that are excluded under applicable law, including customised or personalised items.
6. Contact Us
If you have any questions about this policy or need assistance with a return or refund, please contact us.