Need some assistance? Discover the answers to our most frequently asked questions below...
I'm having trouble placing an order, what do I do?If you're having trouble using our website, please contact our friendly Freya Customer Service Team on email and we'll be on hand to help you throughout the order process. We're open Monday-Friday 9am-5pm (excluding bank holidays). Please provide details of the issue you are experiencing including information about what device (Laptop, iPhone etc) and browser (Google Chrome, Safari etc) you are using.
Can I change or cancel my order?Once your order has been placed, we work hard to get this out to you as quickly as possible, which means it isn't possible for us to make changes to your order. However, if your order is still in our warehouse, we may be able to cancel it so you can place a new one instead. Please contact us as quickly as possible so we can do our best to help you.
Where's my order?
We'll keep you up to date with email updates throughout the order process so you know when your parcel gets despatched. You’ll also be able to track your order by clicking the tracking link in your despatch confirmation email. Alternatively, if you have an account, you can log into ‘My Account’ and visit the 'Order History' page where you can view details of your order and track the delivery.
Under normal circumstances Royal Mail deliver within 3 – 5 working days from despatch, which in most instances is still being achieved. However, in some instances we have experienced slight delays with Royal Mail. Therefore, we would please ask you to allow 5 – 10 working days from despatch for Standard Delivery, and 1 – 2 working days from despatch for Express orders. Thank you for your patience during these challenging times.
What happens if my order is faulty or incorrect?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. Please contact our Customer Service Team as soon as you discover a fault or issue and we'll endeavor to sort any issues out straightaway. For more information on faulty returns, please read our full Delivery & Returns FAQs.
Delivery & Returns
What postage options do you offer?All of our parcels are delivered by Royal Mail. Our Standard Delivery option costs £3.50 or is FREE when you spend over £50 and will be delivered within 3-5 working days from despatch. For those times when you can't wait for your items, our Express Delivery option costs £5 and will be delivered within 1-2 working days from despatch.
Can I change the delivery address on my order?We try to be super quick on sending your order out to you and often it will not be possible to change the delivery address, however please contact our Customer Service Team by email at [email protected] and we will do our best to help.
I have not received my delivery within the specified time period, what do I do?
Under normal circumstances Royal Mail deliver within 3 – 5 working days from despatch for Standard Delivery, which in most instances is still being achieved. However, in some instances we have experienced slight delays with Royal Mail. Therefore, we would please ask you to allow 5 – 10 working days from despatch for Standard Delivery, and 1 – 2 working days from despatch for Express orders. If you have not received your parcel after this time, please email [email protected] so we can investigate this for you. Thank you for your patience during these challenging times. If you have not received your parcel after this time, please email [email protected] so we can investigate this for you. Thank you for your patience during these challenging times.
How do I return an item?
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.
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.
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
Do I need proof of postage for my return?Yes, please make sure you obtain proof of postage with a tracking number for any parcel you are returning to us. This will help us to quickly resolve any issues that may occur related to late and lost returns.
What happens to my refund if my card is no longer in use?When a card is lost, stolen or cancelled we can still refund that card, as long as the account is still open. However, for security reasons we can't process your refund to a different card.
For further information and details about our Delivery and Returns please click here.
What payment methods do you accept?You can pay for your order by Visa, Mastercard, Maestro and PayPal. All orders are placed in a secure environment and to protect our customers, your bank may also request that you are screened using 3D Secure (MasterCard SecureCode and Verified by Visa).
When will my card be charged for my order?The funds will be ringfenced on your card when the order is placed, and you will be charged for the items when we despatch your order. If part of your order is sent to you in a separate parcel, we will process two separate charges, but we will always only charge you once for postage, no matter how many parcels we send your order out to you in.
How do I use PayPal to pay for my order?PayPal is a safe, fast and easy way to pay for your order. To pay with PayPal, you'll need a free PayPal account which is linked to your bank account or debit/credit card. You can select PayPal Express on the Bag page or select PayPal in the payment method stage of the checkout, where you will be redirected to the secure PayPal login page to sign in using your PayPal email address and password. Select the 'Pay Now' button to confirm your payment. You will receive a confirmation email from PayPal once the money has been transferred, as well as an order confirmation email from us.
Do I need an account to shop online?No, you can shop with us as a Guest using our Quick Checkout option. You will have the opportunity at the end of the checkout to create an account if you wish, so next time you shop with us you can enjoy a faster checkout, online order tracking and more.
I've forgotten my password, what do I do?
How do I change my personal details?You can update your personal details, such as contact information, email address and delivery addresses by logging into your account.
How do I unsubscribe from emails?
Looking for some fitting or style advice? Explore our Advice pages to learn all about our sizes, styles and bra fitting FAQs.