Returns & Refunds Policy

Thank you for shopping with us. If you are not entirely satisfied with your purchase, we are here to help. Subject to our Terms & Conditions, this policy sets out the relevant terms regarding returns and refunds.

Eligibility of Returns and Exchange

Subject to the terms as set out below, items purchased with Frey may be eligible for returns, exchange and/or refund.
For avoidance of doubt, and subject to our Terms & Conditions:

  • Original condition means that the merchandise is:
  1. Still in its original packaging with all the tags and original invoices, etc.;
  2. The item is found intact with original purchase condition;
  3. The item has not been worn or washed and it is free from any signs of wear and odour.

Fair use is a clause which entitles us to suspend your account and/or refuse a return/refund/exchange if we suspect that you have been showing an unusual pattern of returns activity that doesn’t seem right: e.g., we suspect someone is actually wearing their purchases and then returning them, ordering and returning repeatedly for unreasonable and unjustifiable reasons.

Items that are not eligible for returns and exchanges include:

  • Gift cards
  • Pierced jewellery or face masks (for hygiene reasons)
  • Underwear and swimwear can only be returned if the hygiene slip is intact
  • Items that have had their security tags removed
  • Products purchased at any of our “pop-up” events
  • Items purchased through a third-party reseller
  • Sale items

Frey. reserves the right to refuse any returned merchandise that does not meet with the terms as set out in this Returns and Refunds Policy as well as in our Terms & Conditions.

For specific returns and refunds information, please click on an option from the list below:

Domestic Returns & Exchanges

International Returns & Exchanges

Refunds

Returns of Store Purchases

Faulty Goods

Returning a Gift

Undelivered Parcel

Fair use

Domestic Returns and Exchanges

You can return your order within 14 days, counting from the day you receive your order. Sale items cannot be returned.

All returned items must be in original condition with no damages in any way. For definition of ‘original condition’, please see above and/or our Terms & Conditions.

All returned items will be inspected upon arrival at our warehouse. If our Quality Control team are unhappy with the condition of the item that has been returned (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.

Should you need to return your purchase because it arrived faulty, please go to Faulty/Defective Items to find out what we can do for you.

Shipping Costs

Domestic returns are free.

Frey. does not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen or mishandled during transport.

Returns Procedures

To initiate a return, please go online and log in to your account. You can create your return from there.

  1. Place the item(s) you would like to return back in the original box you have received them in or any other solid carton box.
  2. Fill out the Return Form that came within your order.
  3. Include the Return Form in your package and close the box securely, using sufficient tape
  4. Drop off at your local SF-Express office or arrange a pickup.

If you don’t want to go through the hassle of posting your online purchase back to us, you can always pop into our store, it’s fast and free!

Please note that all returned items are subject to the Fair Use clause as stated below as well as in our Terms & Conditions. Frey. reserves the right to reject any returned items which we suspect to be violating our Fair Use clause and/or any terms and conditions.

Exchanges

In case you need a different size or colour of an item, you can return the item and let us know you would like to exchange for a new one. To initiate an exchange, please follow the Returns Procedures above.

International Returns and Exchanges

Returning your order

You can return your order from www.frey-tailored.com within 14 days, counting from the day you receive your order. Sale items cannot be returned.

All returned items must be in original condition with no damages in any way. For definition of ‘original condition’, please see above and/or our Terms & Conditions.

All returned items will be inspected upon arrival at our warehouse. If our Quality Control team are unhappy with the condition of the item that has been returned (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.

Should you need to return your purchase because it arrived faulty, please go to Faulty/Defective Items to find out what we can do for you.

Frey. does not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen or mishandled during transport.

Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item.

Returns Procedures

To initiate a return, follow below steps:

  1. Place the item(s) you would like to return back in the original box you have received them in or any other solid carton box.
  2. Fill out the Return Form that came within your order.
  3. Include the Return Form in your package and close the box securely, using sufficient tape.
  4. Take the box to your local post office and send it to:
    Frey., Unit 6F, 9 Queens Road Central, Central, Hong Kong

Please note that all returned items are subject to the Fair Use clause as stated below as well as in our Terms & Conditions. Frey. reserves the right to reject any returned items which we suspect to be violating our Fair Use clause and/or any terms and conditions.

Exchanges

In case you need a different size or colour of an item, you can return the item to us following the above procedures and let us know you would like to exchange for a new one.

Refunds

Subject to the eligibility of your purchased items as explained above and QC inspection upon receipt of the returned items, refunds will be processed within 3-5 business days upon receipt of returned items.

Shipping costs/delivery charges are non-refundable. Such charges will only be refunded under exceptional circumstances, such as if your entire order were faulty or incorrect.

All successfully returned items will be credited to the original payment method. Refunds should appear on your account within 3-5 business days after processing.

Rejected returns will be returned to you along with a letter outlining the reason(s).

Please note that Frey. will not be able to refund any additional charges, such as import taxes/customs duties, or cross boarder fees/bank fees, applied by your local customs office or bank.

Returns of Store Purchases

We offer an exchange or a gift card  (valid for 3 months) on items that were purchased in our physical store with a receipt within 14 days of purchase date.

All returned items must be in original condition with no damages in any way. For definition of ‘original condition’, please see above and/or our Terms & Conditions.

Please note that some items such as gift cards and undergarments, are excluded from being eligible for returns under this policy.

Frey. does not refund items purchased in-store unless the item is faulty or defective. Please check our Refunds Policy for details.

In-store purchases cannot be returned by mail.

Faulty Goods

Faulty Goods means the item is damaged as a result of the manufacturing process or has a manufacturing fault.

Please note that items that are damaged as a result of wear and tear, or that were not treated following the advised care instructions do not fall within the definition of faulty goods.

Should you receive a faulty item, you can bring it to our store with the original receipt within 7 days of purchasing or receiving it in case of an online purchase.

If you are unable to bring your faulty item to our store, you can contact us through e-mail within 7 days of purchasing or receiving it in case of an online purchase at [email protected]  In your e-mail, please provide the following:

  1. your Order Number (beginning #)
  2. a detailed description of the fault.
  3. images of the faulty items so that we can advise the best resolution quickly and correctly.

Frey. will respond by e-mail or telephone within 5 working days.

We will always endeavour to replace your item with the same product in the same size, subject to availability. You will receive a full refund if the item cannot be replaced.

Returning a gift

Frey. offers the opportunity to return or exchange a gift to our customers.

For returns procedures, please check domestic/international returns above.

All returned items must be in original condition with no damages in any way. For definition of ‘original condition’, please see above and/or our Terms & Conditions.

All returned items will be inspected upon arrival at our warehouse. If our Quality Control team are unhappy with the condition of the item that has been returned (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.

If you are the gift recipient and you would like a refund, we will process your refund as a Gift Card after we receive your return. We will add the gift card to the Frey account you use to generate your return OR send you a physical Gift Card to the delivery address as indicated on the original order.  To initiate a gift return, please contact our Customer Care Team at [email protected] and/or come to our store for return. Please note that you must present the gift receipt when you initiate a gift return.

If you are the gift giver and you would like a refund, you will receive a refund to the original payment method. To initiate a gift return, please contact our Customer Care Team at [email protected].

If you are in Hong Kong, you can also choose to visit us at our shop to make a direct exchange by presenting the gift (in its original condition) and original gift receipt.

Should you exchange for an item of a lower value, please know that Frey. will not reimburse the difference. You can also exchange your gift for something of a higher value and simply pay the difference in price.

All returns and refunds are subject to our Returns and Refunds Policy.

Undelivered Parcel

If the courier/postal services are unable to deliver the parcel to you , the parcel will be held by the courier/ postal service for a specified period of time (varies per company) for you to collect. You would also receive a notification from the courier/postal service regarding the undelivered parcel.

If the parcel is still not collected by you or your representative upon expiry of the specific period of time, the parcel will be returned to Frey.

All items returned to us will be refunded and returned to stock. You will be notified via email of the refund once it’s processed.

Fair Use

If we notice an unusual pattern of returns activity that doesn’t seem right: e.g., we suspect someone is actually wearing their purchases and then returning them, ordering and returning repeatedly for unreasonable and unjustifiable reasons or the items returned don’t match with what your ordered – then we might have to deactivate the relevant account and any associated accounts.  If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please contact Customer Care. They’ll give you a returns label and you’ll be responsible for the cost of returning the goods to us.

Please note that we reserve the right to take legal action against you if the items you return don’t match what your ordered.