Standard Delivery
Free Standard Delivery on all orders over £50

£3.50 Standard Delivery on all orders under £50

We will only charge you once for delivery per order regardless of how many parcels we send to you.

Your order will be delivered by Royal Mail, typically within 3 – 5 working days* from despatch. 

We will send you an email to let you know once we’ve packed your items and they’re on their way to you, this is usually within 2 working days*. 

Our friendly Customer services team will be happy to answer any questions you may have. Get in touch at customerservice@freyalingerie.com.

Please note our deliveries require a signature.

* working days are Mon – Fri and exclude UK Bank Holidays

Once your order is on its way to you, we will send you an email which will contain a Royal Mail tracking number. If you click on the tracking number, it will take you to the Royal Mail portal and advise you where your parcel is. You can also access this tracking information in the My Account area of the website, if you have an account with us.

If your order is coming in more than one parcel we will advise you which items are in which parcel and provide you with a tracking number for each parcel.

Unfortunately, we don’t offer this service currently but hope to in the near future.

Your items may arrive in more than one parcel, on different days, due to us having more than one warehouse. We will advise you by email, and also in My Account, if your items are in one or more parcels so you know what to expect. We will also tell you exactly which items will be in each parcel and provide you with a tracking number for each of them.

At the moment we deliver to the UK and Germany. To place an order for delivery to Germany, please visit www.freya.com/de/de/.  We hope to expand our delivery countries further in the near future. 

No, unfortunately at present we are unable to deliver to the Channel Islands

Yes we deliver to the Isle of Man using Royal Mail on both a standard and express service.

No, unfortunately at present we are unable to deliver to BFPO addresses

Returns via the post office are completely free and simple to do as we provide a free returns label and form in every parcel, no need to print anything yourself.

If you wish to use Royal Mail’s collection service there is a small collection fee of 60-80p payable direct to Royal Mail, however the postage itself is fully paid for by Freya. 

We understand that you want to try items on at home and that getting the right fit is crucial, so we believe returns should be free and hassle-free. 

Please return your unwanted item/s to us within 90 days of receiving them using the pre-paid returns label included in your parcel.

We’ve tried to make our returns process as easy as possible with just three steps;

1)    Returns Form
Simply fill in the returns form which was enclosed in your order, telling us which items you are returning, and include this with the garments you are sending back to us. Our delivery bags have an additional sticky strip so you can use this to easily package them up.

2)    Label
Peel off the pre-paid label from your returns form and put it on your parcel (ensuring you cross out the original delivery label on the bag, so it’s clear for Royal Mail)

3)    Postage Receipt
Take your parcel to your most convenient Post Office branch and they will do the rest. You will be given a postage receipt, make sure you keep this safe until you’ve received your refund as this is your proof of return.

OR 
4)  Royal Mail Click and Collect Service
You can use Royal Mail’s collection service for a small fee (60-80p). Arrange a collection by clicking here and Royal Mail will come to your house to collect the parcel. Simply enter the tracking number listed on your returns label and advise the parcels weight. Once you have entered the address details of where you’d like the parcel collected, a choice of collection dates is given.

Once we’ve received your parcel we will try our best to process your refund within 3 working days*, and send you an email to let you know once this has been done.

Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same card you used to place the order.

Please return your unwanted item/s to us within 90 days of receiving them. Items must be returned in re-sellable condition: unworn, unwashed and with all labels and tags still intact. Items must be tried on over your own underwear for hygiene reasons. Items can only be returned if the protective hygiene seal has not been removed.

* working days are Mon – Fri and exclude UK Bank Holidays

Once we’ve received your return parcel we will try our best to process your refund within 5 working days*, and send you an email to let you know once this has been done.

Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control.

Your refund will be credited to the same card you used to place the order.

* working days are Mon – Fri and exclude UK Bank Holidays
 

We will send you an email once we’ve processed your return which will detail the refunded items, amount and the card it has been refunded to. You can also view this information in the My Account area of the site, if you are a registered Customer.

To track your parcel prior to this, you can use the Royal Mail reference number from your proof of postage receipt.

https://www.royalmail.com/track-your-item#/

Contact our friendly Customer Services team and they will happily provide you with a new returns label. We can either send you one on email for you to print at home or we can post one out to you, whichever you prefer.

You can contact us by email at customerservice@freyalingerie.com

You could print off your Order Confirmation email that we sent you or include a handwritten note, whichever suits you best. The important thing is that you include the following information;

-    Order Number
-    Your name & address
-    Contact number 
-    Which items you are returning (please tell us the size and product code from the tag which will begin with AA, AS or AC)

If you’ve realised you want something slightly different, simply return the item/s you no longer require to us within 90 days of receiving them using the pre-paid returns label provided and then place a new order for the items you want.

If the items you want happen to be out of stock, we offer a stock alert service. Simply click on the size you want and enter your email address in the form which pops up. We’ll then send you an email as soon as that size comes back into stock (service available on full price items only).

Please return your unwanted item/s to us within 90 days of receiving them using the pre-paid returns label included in your parcel.

Items must be returned in re-sellable condition: unworn, unwashed and with all labels and tags still intact. Items must be tried on over your own underwear for hygiene reasons. Items can only be returned if the protective hygiene seal has not been removed.

Please view our full returns policy

 

Firstly, please let us sincerely apologise. We pride ourselves on the quality of our garments so we are very disappointed to hear your item/s haven’t met your expectation.

Faulty items can be returned to us within 12 months of the purchase date. Faults which develop after 12 months would be classed as general wear and tear from use. Please check that you have followed the care instructions on the garments label before returning to us, as if this has not been adhered to we’re afraid we cannot accept the fault.

To return the items to us, please follow the below process;

1)    Please include the original returns form if you have it or, if you don’t, please print an order confirmation email or a handwritten note if that’s more convenient. 

The important thing is that you include the following information;
-    Order Number
-    Your name & address
-    Contact number 
-    Which item/s you are returning (please tell us the size and product code from the tag which will begin with AA, AS or AC if possible)
-    Details of the fault

If you are unsure about anything please don’t hesitate to contact our friendly Customer Services team by email at customerservice@freyalingerie.com

2)    Please package up the item/s and the returns form/note in suitable packaging and if you still have your pre-paid label from your returns form, attach that to the package. 

If you no longer have the pre-paid return label, then please contact our friendly Customer Services team and they will happily provide you with a new returns label. We can either send you one on email for you to print at home or we can post one out to you, whichever you prefer.

You can contact us by email at customerservice@freyalingerie.com


3)    Postage Receipt
Take your parcel to your most convenient Post Office branch and they will do the rest. You will be given a postage receipt, make sure you keep this safe as this is your proof of return.

Please wash worn faulty items before returning to us, unhygienic garments will not be examined by QA and these will be returned to the sender.

You will receive an email to let you know once your refund has been processed. Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same card you used to place the original order.
 

You can return your order using our free returns label on Royal Mail’s new collection from home service. Simply click on the link here.

Royal Mail will charge you a collection fee – usually between 60p-80p. 

Please select the option ‘that I purchased previously via Send an item or other similar service, or postage for an item being returned using a Royal Mail Tracked Return service’ and then enter the tracking number that is on your returns label. 

Once you have entered the weight and collection details Royal Mail will offer you a choice of several dates for the collection.