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Return or exchange within 14 days.

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Refund policy

Thank you for shopping at FREY. 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 set out below, items purchased with FREY may be eligible for return, exchange, and/or refund.

For the avoidance of doubt, and subject to our Terms & Conditions:

Original condition means that the merchandise is:

  1. Still in its original packaging with all tags and original invoices;
  2. Found intact with original purchase condition;
  3. Not worn or washed, and free from any signs of wear or odor.

Fair use entitles us to suspend your account and/or refuse a return, refund, or exchange if we suspect an unusual pattern of returns activity — for example, if we suspect items are being worn and then returned, or repeatedly ordered and returned for unreasonable or unjustifiable reasons.

Items that are not eligible for returns and exchanges include:

  • Gift cards
  • Items that have had their 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 the terms set out in this Returns and Refunds Policy or in our Terms & Conditions.

For specific returns and refunds information, please click an option below:

Domestic Returns and Exchanges

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

All returned items must be in original condition with no damages of any kind. For the definition of "original condition," please see above or our Terms & Conditions.

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

Should you need to return your purchase because it arrived faulty, please see Faulty Goods below.

Shipping Costs

Return shipping costs are the responsibility of the customer, and FREY cannot accept responsibility for packages that are lost, stolen, or damaged in transit. We recommend using a tracked service.

Returns Procedure

To initiate a return:

  1. Place the item(s) back in the original box, or any other solid carton box.
  2. Fill out the Return Form included with your order.
  3. Place the Return Form inside the package and seal the box securely with tape.
  4. Drop off at your local post office, SF Express office, or arrange a pickup.

All returns are subject to the Fair Use clause below, as well as our Terms & Conditions. FREY reserves the right to reject any return that violates our Fair Use clause or any other terms.

Exchanges

If you need a different size or color, please return the item and let us know you would like to exchange it for a new one. To initiate an exchange, follow the Returns Procedure above.

International Returns and Exchanges

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

All returned items must be in original condition with no damages of any kind. For the definition of "original condition," please see above or our Terms & Conditions.

All returned items will be inspected upon arrival at our warehouse. If our Quality Control team is not satisfied with the condition of the returned item and we are unable to put it back into stock, we may not be able to accept the return and may send it back to you.

Should you need to return your purchase because it arrived faulty, please see Faulty Goods below.

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

Shipping Costs

You will be responsible for the shipping costs of returning your item.

Returns Procedure

To initiate a return:

  1. Place the item(s) back in the original box, or any other solid carton box.
  2. Fill out the Return Form included with your order.
  3. Place the Return Form inside the package and seal the box securely with tape.
  4. Take the box to your local post office and send it to:
    FREY Returns
    C/o Rhenus
    19/F, Yuen Long Hi-Tech Centre
    11 Wang Yip Street West
    Yuen Long, New Territories
    Hong Kong

Exchanges

If you need a different size or color, please return the item and let us know you would like to exchange it for a new one. To initiate an exchange, follow the Returns Procedure above.

Refunds

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

Shipping costs and delivery charges are non-refundable, except in exceptional circumstances such as if your entire order was 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 sent back to you along with a letter outlining the reason(s).

Please note that FREY is unable to refund additional charges such as import taxes, customs duties, or cross-border/bank fees applied by your local customs office or bank.

Faulty Goods

Faulty goods are items damaged as a result of the manufacturing process, or with a manufacturing fault.

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

Please contact us within 7 days of receiving your order at info@frey-tailored.com. In your email, please provide:

  1. Your order number
  2. A detailed description of the fault
  3. Images of the faulty items, so we can advise the best resolution quickly and correctly

We will always endeavor 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 customers the opportunity to return or exchange a gift.

For returns procedures, please see the Domestic or International Returns sections above.

All returned items must be in original condition with no damages of any kind.

All returned items will be inspected upon arrival at our warehouse. If our Quality Control team is not satisfied with the condition of the returned item and we are unable to put it back into stock, we may not be able to accept the return and may send it back to you.

If you are the gift recipient and would like a refund, we will process your refund as a Gift Card after we receive your return. The gift card will be added to the FREY account you use to generate your return. To initiate a gift return, please contact our Customer Care team at info@frey-tailored.com. Please note that you must present the gift receipt when initiating a gift return.

If you are the gift giver and 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 info@frey-tailored.com.

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

Undelivered Parcel

If the courier or postal service is unable to deliver your parcel, it will be held by the courier for a specified period of time (varies by company) for you to collect. You will receive a notification from the courier regarding the undelivered parcel.

If the parcel is not collected by you or your representative within that period, it will be returned to FREY.

All items returned to us will be refunded and returned to stock. You will be notified by email once the refund is processed.

Fair Use

If we notice an unusual pattern of returns activity — for example, if we suspect items are being worn and then returned, ordered and returned repeatedly for unreasonable or unjustifiable reasons, or if returned items do not match what was ordered — we may deactivate the relevant account and any associated accounts. If this happens to you and you believe we've made a mistake, please get in touch with Customer Care and we will 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 will provide a returns label, and you will be responsible for the cost of returning the goods to us.

Please note that we reserve the right to take legal action if the items you return do not match what was ordered.