Returns & Exchange
FREDDY MYSTERY BOX
Due to the heavy discount applied, exchanges are not offered. If you are not satisfied with your purchase, you may return your Mystery Box order for a Freddy store credit. Partial return is not accepted, the whole box with all the items in the order must be returned. If returned, a restocking fee will apply and returns shipping cost will be shouldered by customers. Please note this does not affect your statutory rights.
BUY 1 GET 1 FREE PROMOTION (Nov 2023): All purchases from the Buy 1 Get 1 Free Sale may be returned for an exchange to another size of the same trousers. If same trousers become out of stock, an alternative pair from the Buy 1 Get 1 free collection of the same amount will be offered. Due to huge discount/ promotion applied for this promotion, any associated cost such as return shipping, restocking & exchange shipping fee will be shouldered by the customer. Please note that this does not affect your statutory rights.
HOLIDAY RETURN & EXCHANGE POLICY
We want to make sure you have purchased the perfect gift for that special someone this holiday season, therefore, you have until the 8th January 2024 to return your item(s) for an exchange or gift card. This is only eligible on orders placed as gifts between 1 November 2023 to 25 December 2023.
All returned items will only be accepted if they have not been worn, washed, altered, damaged or stained/marked in anyway, complete with all swing/hang tags included. Please keep all the hang tags attached if you intend to return the item. If you return an item without the original hang tags attached, the return will not be processed. All other standard return & exchange guidelines apply.
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- You get 30 days once you receive your Freddy item to decide whether you want to keep it or send it back.
- FREE Return label on Exchange and Store credit options (UK Full priced orders)
- Choose Store credit and get an extra +£15 BONUS per item
- Return address: United Kingdom
- You get to choose from a refund, exchange or store credit as long as your order meets our Returns Terms & Conditions.
- Got it on sale? Read below: "How do I return a Sale or discounted items"
- Sustainability: When an item is returned, it goes through a reverse logistics chain, causing double emissions. You may do your part in reducing environmental impact. Make sure to check our Sizing guide carefully before ordering.
Click here to start a return!
How do I return?
We get the risk you take when you buy online, you can’t try on or feel the fabric. That's why we offer FREE returns on exchange and store credit options (UK orders only). If your Freddy item meets the conditions below, please click the start a return button below to proceed with the return process and a PREPAID RETURN LABEL will be provided for you:
- The item was purchased online
- The item(s) must be in 100% brand new condition with the tags attached, have not been washed, worn, stained or damaged in any way. For suits and blazers, the hanger/ plastic must be returned as well.
- Light coloured garments: Please take extra care when trying on any light coloured garments and ensure to check the entire product inside and out before returning, as we ask that they are returned to us in perfect condition ready for the next person. We won’t be able to accept light coloured garments with marks or stains.
- Item is within 30 days from date of delivery
- The item was purchased online from this website https://freddystore.co.uk/
- If you have purchased a full priced item or purchased at 5% to 15% off, you can choose these return options: Exchange, store credit or refund.
- a Return Label fee of £5, will apply if you are returning for a refund
- If you have purchased a sale, promotional or discounted item please see "How do I return a Sale or discounted item if I changed my mind?" below.
- If you are returning a damaged item, please see "How can I return a damaged item?" below.
- For international orders, please contact our customer service to request for return number through the details below. Any cost associated with return will be shouldered by the customer.
If you have any questions or needs further assistance , we are available on live chat or contact form on our website, or you may send us an email at support@freddystore.co.uk
Click here to start a return!Can I get a refund if I changed my mind?
Applicable to online purchases, we accept refunds for change of mind returns on full priced items or items discounted 5% to 15% off (excluding postage), providing our Return Terms & Conditions are met.
To request a return, please click the Start a return button below.
Click here to start a return!Can I combine my returns using one label?
We kindly request that you avoid combining returns from different return request lodged or different orders to avoid delay in the processing of your return.
If you have multiple items to return from one order, you may complete a return request for all items that you wish to return and you will receive a single label for the items you are sending back. Labels are created based on weight and using one label for other items not lodged in the return request may result in your return package being returned to you due to differences in the recorded weight.
If you have any questions or needs further assistance , we are available on live chat or contact form on our website, or you may send us an email at support@freddystore.co.uk
Click here to start a return!Can I change the details of my return requests? (e.g. I requested an exchange but I changed my mind to store credit)
Once your refund, exchange or store credit has been processed, unfortunately we are unable to make amendments in your return. However, if your return has not been processed yet and you would like to make changes, please do not hesitate to contact our Customer Support Team through the live chat or contact form on our website or you may also email us at support@freddystore.co.uk and we’ll do our best to help you with your request.
For any amendment done to your return request, please ensure to use the NEW return label provided. Otherwise, the amendment request may not apply.
How do I return a Sale or discounted item if I changed my mind?
SUMMER SALE (July 2023):All purchases from the Summer Sale is not returnable and not exchangeable.
BUY 1 GET 1 FREE PROMOTION (June 2023):All purchases from the Buy 1 Get 1 Free Sale is final sale, and is not returnable/not exchangeable.
FREDDY SPORTS BUNDLE + SHORTS BUNDLE PROMO (May / June / July 2023): All purchases from the Freddy Sports Bundle & Shorts Bundle Promo may be returned for an exchange to a different size only.
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Please see our return policy for sale, discounted or purchases using a discount code:
- 5%-15% off sale or discount - may be returned for an exchange, store credit or refund. Please click here to start a return
- 20%-40% off sale or discount - may be exchanged for the same style in a different size/colour, or may be returned for a store credit
- 50-60% off sale or discount Final Sale and are not eligible for a return except if there is a major manufacturing fault in the product
- Outlet sale items or Buy 1 Get 1 promos are considered final sale and are non-returnable unless there is a major manufacturing fault in the product
To log a return, please click the button below.
Click here to start a return!When will I receive my refund, exchange or store credit?
Once we have received your return, please allow 1 to 2 business days for us to inspect your item and process your return. You will receive an email from us once your return has been processed.
Kindly note:
- Freddy is not liable for lost or stolen return packages.
- For exchanges, if your preferred product becomes out of stock, a refund will be issued
- Once a refund is processed, it might take 3-7 business days for the refund to appear in your account depending on your bank.
- Refunds may only be issued in your original method of payment
- A restocking fee may be issued at our discretion if your return is accepted outside our normal returns policy.
- Returns sent back to our warehouse beyond our 30 days return policy or items not returned in the same condition as it was sent will not be accepted and will be returned back to your address
- Original shipping fee and shipping protection are non refundable
Click here to start a return!Where will you process/credit my refund?
Refunds may only be applied to the original payment method. E.g. If you paid your order via credit card, refund will be via the same exact credit card. If you paid your order using a gift card or store credit, we will process your refund to the same gift card/ store credit.
If the same credit card becomes inactive due to being lost, expired or a replacement credit card has been issued by your bank, we can then only process a store credit.
Can I return a gift card?
Unfortunately, Gift Cards may not be returned, nor are they redeemable for refund/cash. But it can be gifted to a special someone :)
If you have any questions or needs further assistance , we are available on live chat or contact form on our website, or you may send us an email at support@freddystore.co.uk
How can I return a damaged item?
We take great care when picking and packaging your order to ensure it is in perfect condition, ready for you to wear and enjoy. If you receive your order and find a fault in some way that we may have missed, please click here to fill out our online form within 48 hours from delivery.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within a reasonable amount of time from the purchase date.
If the fault is deemed our responsibility, you can choose between a replacement if stock is on hand, a store credit or a full refund to your original payment method.
Items are not considered faulty if they are as a result of normal wear and tear.
Why can’t I request a return in your return portal?
If you have any concern or questions about our online return portal, you may message us via live chat on our website here, contact form on our website or you may send us an email at support@freddystore.co.uk
I received a wrong order, how will I return?
We are so sorry to hear you’ve received an incorrect item in your order, we’d love to make this right with you. Please click here to fill out our online form, we’ll look into it asap for you. A paid return label will be issued for any incorrect order received.
You may message us via live chat on our website, contact form on our website or email us at support@freddystore.co.uk.
Which items are final sale or non-returnable?
Here are the item that are non returnable:
- Underwear, pants with built-in undergarment (men’s pants) and face masks are considered final sale and non returnable. These sales are final due to hygienic safety unless the garment is deemed to have a manufacturing fault.
- Gift cards
- Shipping Protection
- Any item that has been washed, worn, unstained or has missing clothing tags
- Any item that was damaged through wear and tear, external causes or any damage that is not due to manufacturing fault
- Any purchase from outlet sale, buy 1 take 1 purchases or any item purchased with 50% off discount and up
If you have any questions or needs further assistance , we are available on live chat or contact form on our website, or you may send us an email at support@freddystore.co.uk
Maintenance
Hey there, our online return portal is currently under maintenance, we apologise for any inconvenience. In the meantime, to request a return, please message our customer support by clicking here