Frequently asked questions

How can we help you?

General

Please find our Customer Care details here.

Product & Stock

If an item you want to purchase appears to be out of stock online, please contact Frey.’s customer care team who can assist in checking when new stock will arrive. Please be aware that even if the product is in your shopping bag, it isn’t reserved and will therefore be available to other customers while you are browsing.

We never want to send you something that doesn’t fit properly. If you are not ordering tailor-made items with us, the size guide is available on most of our product pages to help you find the perfect fit!

 

We strongly advise you to use the Tailie app, which helps to take your measurement and find your perfect fit!

Tailie app is free, and you can create your own account with them.

Please note that Tailie app is a third-party company and is not associated to Frey Limited and make sure you read their Privacy Policy and T&C before you use their service.

If you want to send something to someone as a gift, then you can use their address as the delivery address for your order.

We don’t offer a gift-wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a heads-up, so they know when to expect a parcel.

In the unlikely event that there’s a problem with the order, we will not be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered Frey account holder for the account the order was placed on.

We’re sorry if you’ve received an email saying one or more of the items you’ve ordered is out of stock.

When this happens, it means we thought to have stock of the item when you placed the order. However, when we went to pack your order, we realised that we didn’t have the item available anymore.

If the item that you want is out-of-stock, you can contact our Customer Care Team to find out when it will be restocked.

You can also click on the “notify me” button that will appear on the screen. It will ask you to share your contact details so that we can notify you once the item is back in stock.

Payment & Gift Cards

Frey. accepts payments made by Visa, MasterCard, American Express and JCB for all orders. Orders shipped within Hong Kong SAR and China can also be paid using major cards supported by China Unionpay (CUP).

If your card is authorized, payment will be taken out immediately and you will receive an email confirming that your order has been successfully placed.

If your card is not authorised, payment will not be taken, and we will email to let you know that your bank or card issuer wouldn’t authorise the payment.

Please remember that even if a payment isn’t authorised, it may look as if Frey. has taken the money due to some card issuers placing a hold on your account for a short period.

You can pay by HKD, RMB, EUR or USD depending on the country you’re shopping from.

It is possible you may be charged an international transaction fee by your bank if you’re shopping outside Hong Kong SAR – this charge comes directly from your bank and is outside of our control.

We can’t guarantee that when you place your order, you will or will not be charged a fee. However, we’ve found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees.

We’re sorry if you’ve been charged more than you were expecting for your order.

There are a couple of possible reasons why it may appear you’ve been charged more than you were expecting:

• We charge you in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout then your bank will convert the amount using their exchange rate. Next time you shop with us, click on the flag at the top right corner of any page, then select your country from the list if it isn’t already selected. If there is more than one currency available to you, you’ll be able to choose your currency here too. If only one currency is available, the currency will be displayed.
• If you’ve used a promo code on your order, the discount may not apply to all the items in your basket. There are certain exclusions with some promo codes, and you can find these in the T&C that would have been included when you received the code.

If you still believe you’ve been overcharged for your order, then please get in touch with our Customer Care Team and we will further look into it for you.

Sales tax is charged on items shipped to the US. In the States where Frey. has an obligation to collect tax, you’ll see sales tax applied to your order, which will be corrected for the delivery address that you’ve selected.

You will not have to pay sales tax on gift cards, but you may have to pay sales tax on any delivery charges you pay.

Sales tax is calculated on the total of your order, after discount. The amount of tax charged to your order depends on your delivery address. The tax is calculated based on state rates and the items you are purchasing. We will always show you how much sales tax you’ll be charged when you go to checkout.

The sales tax shown at checkout will be for your default address so this may change if you change your deliver address.

You can find out more information about sales tax by visiting the department of revenue website relevant for the state you are shipping to.

We will always reflect any changes in sales tax to honour State Tax holidays. If there is a Sales Tax holiday, then it will show at the checkout as zero when you select your delivery address.

You can find out more information about sales tax holidays by visiting the department of revenue website relevant for the state you are shipping to.

Sales tax holidays may only apply to specific items, so tax may still be calculated on items if they do not qualify.

Subject to our Returns & Refunds Policy, if you return your item for a refund, the sales tax will also be refunded back to your original payment method.

VAT is not included in our prices for customers outside of the EU

Gift cards can be purchased in-store or via our Customer Care Team.

If you want to purchase via our Customer Care Team, please give them a call on +852 9172 0701 or email them at [email protected] for more information.

Gift cards can be redeemed during the checkout process.
Once you have selected the items you wish to purchase and added them to your basket, proceed to ‘Checkout’. On the Order Summary page, copy the gift card code exactly as shown in your email into the gift card box. Then continue the checkout process as normal. The card amount will be deducted from the final balance. If the gift card does not cover the total balance of your order, you will be asked to add payment details.

Your gift card balance is visible on your Frey. account page.

As we are an online retailer, we do not offer paper gift cards.

You can send the gift cards to your own email address so you can print it out when you receive it.

Don’t forget to enter the name of the person you are giving the gift voucher to in the ‘To’ field.

As an online business and a growing brand, our prices change in response to fashion trends, stock and demand from customers. In this case, we will not refund the difference.

Please contact our Customer Care Team (insert hyperlink) with the following details and they will do their best to replace it for you:

• The order number you received when you ordered the gift voucher, or the email address registered to the account the voucher was ordered from.
• The value of the gift voucher
• The email address the gift voucher was sent to

Delivery

Once your order has been dispatched, you will receive a shipment e-mail from Frey which will include your parcel’s tracking number, name of the shipment company and estimated date of delivery. 

In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India, Israel, New Zealand, Malaysia, Indonesia and Thailand on our Standard Delivery service.

Frey. has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to check your local customs office for current charges before you order, so you are not surprised by charges that you were not expecting.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel, this also applies to retail & wholesale customers.

As customs charges vary widely from country to country, we’re not able to predict what these charges will be. To help avoid being surprised by any unexpected charges, we suggest contacting your local customs office before placing your order.

If payment has not been received after the time specified by the relevant customs department, the carrier will automatically return the parcel to Frey. and we will issue a refund for your items once it arrives back at our warehouse. We are not able to reship a parcel that has been returned to us, so you will need to place a new order if you still want the items.

No, Frey. does not deliver to P.O. Box addresses as the parcel has to be signed for by the recipient on delivery.

If you make an online purchase with Frey., you can specify whether you want the order to be delivered to you through our courier service or if you want to pick it up at our Hong Kong store in person. In the latter case, you need to present your order confirmation and your ID when you collect the order. For further details, please refer to our Delivery Policy.

If you have not received your online order from Frey. within 7 business days after receiving the dispatch confirmation e-mail, please contact our Customer Care Team to help you.

Your parcel should contain all the goods listed in the shipping email. If an item listed in this e-mail is missing, please contact our Customer Care Team to help you.

If an item is missing from your order and is not listed in the shipping email, there is a chance that it is out of stock. You should have received another email from us regarding this.

Yes, you can collect your online order in person at our Hong Kong store. You need to present your order confirmation number and your photo ID when you collect your order.

If you cannot collect the products yourself, the person who represents you as the collector will need to present the order confirmation, his/her photo ID together with the original authorization letter signed by you.

Order issues

Once you have placed your order and made payment successfully, we will send you a confirmation email acknowledging receipt of your order.

For Tailor-Made Items

If you’ve purchased a tailor-made item, you will be able to make changes to the order within 24 hours upon placing the order with us.

 

For Off-The-Rack Items

If you’ve purchased a off-the-rack item, you can contact our Customer Care Team to check if it’s on its way yet. If it is still in the warehouse, it may be possible to cancel your order as a whole. However, as we provide speedy delivery, there is a chance that the item has already been despatched. If that’s the case, you may return it and request for a refund after receiving the item.

For the custom-made items, you can make changes to your order within 24 hours upon placing the order.

 

Unfortunately, you cannot make any changes for off-the-rack items. However, we do offer exchanges and refunds. Please check our Exchange and Refund Policy

We’re sorry there’s an item missing from your order. Before contacting our Customer Care Team, we recommend checking the following:

 

  • We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
  • You can also check if your order has been split into more than one parcel by logging into ‘My Account’ and checking my orders.
  • The item(s) you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam box) to see if we’ve sent you an email about this.
  • If you have placed multiple orders within a few days and they are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You will be able to see whether they have been shipped together if the tracking information for each of the orders you have placed is the same.

 

Last but not least, if you have an item missing from your order, please let us know within 30 days of your order delivery date and we will do our best to help you.

 

We want to sort out any issues with incorrect items straight away.

 

For off-the-rack items, if one of the items you received isn’t what you ordered, please send it back to us and once inspected, we’ll refund you and/or exchange the item as soon as it’s arrived back at our warehouse.

 

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.

 

Returns & Refunds

We want to make sure returns are as easy as possible. For information on our Returns Policy, how to return or what the process is, please check our Returns Policy.

We want to make sure you get the items that you want. Please check our Refunds Policy for more information.

You can return any item to us within 14 days of receiving your original order. Sale items cannot be returned.  For details, please check the  International Returns  section in our Returns and Refunds Policy.

Want to return something? No problem! You can return your parcel using any postal service, including international customers.

 

For more information on how to return your items, and what is eligible for returns, please check our Returns and Refunds Policy.

As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage so that if your parcel goes missing in the mail, you will have proof that you’ve sent it and you can track it.

It can usually take up to 21 business days (excluding weekends and public holidays) for your return to be processed by our warehouse, depending on your location and which postal service you use.

Once we’ve processed your return, we’ll drop you an email to let you know.

Any refund will automatically be issued to the card you used to place the original order. This typically takes within 3 – 5 business days (excluding weekends and public holidays), depending on your bank/card issuer.

We’re really sorry if we’ve made a mistake with your refund! If this is the case, please get in touch with our Customer Care Team who will try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

Before you contract us, there are a couple of things that may affect the amount you have been refunded:
• The delivery charge
• Any discounts that were applied at the time of sale, which may not be applicable now.

Your delivery charge will be refunded in some exceptional circumstances, for example if your entire order was faulty or incorrect.

Your refund will still go back onto the card details used on your order as long as the card account is still open.

 

When a card is lost, stolen or cancelled, we can still refund to that card. We cannot refund your order to a different card.

Your right to return an item is exactly the same regardless of whether you bought it with a gift card, a payment card or a combination of the two.

If you paid for your whole order with a gift card, then the refund will be credited to your Frey. account ready for you to spend straight away. You’ll see the refunded amount at checkout when you place your next order.

If you paid with a combination of payment card and gift card, we’ll refund anything you paid for with your debit/credit card first, and then the remaining amount will be credited to your Frey. account ready for you to spend straight away.