FAQ

ONLINE RETURNS & EXCHANGES

We want you to love your purchase from Frey.  If for some reason you need to exchange or return an item, please do so in its original packaging and condition. Frey allows up to 7 days from receipt of your order for any full priced item. 

Strictly no return or exchanges on sale items.  Please select your products carefully as there are no refunds or exchanges for a change of mind.

Frey will not be liable for the loss or damage of items being returned and we ask that you return any items using registered mail in the box and packaging in which they were shipped. Please allow two weeks from the day you return your package for your account to be credited. Customers will be responsible for all return shipping and handling charges.

Exchange items will be processed as a return and a new sale will incur new shipping fees.

Returned items must be unused, in the condition you received them, and in the original packaging.  Please note that we will not replace, exchange or refund any items that are damaged as the result of:

Accidents

 - Mishandling

 - Abusive knocks

 - Normal wear and tear

 - Ageing and natural tarnishing

      Please send your returns to:

      Frey

      C/- 553 Glenferrie Road

      Hawthorn VIC 3122

      Lost or Damaged Goods

      If goods are lost or damaged in transit, please contact us at hello@frey.net.au within 7 working days of placing your order so we can look into this matter further.

        DELIVERY COSTS

        $15 Flat Rate Australia Wide (Smaller Items)

        $35 Bulky Freight (Items that are needing more wrapping and care)

        $45 Premium Shipping (Larger, more delicate Vases)

        $95 Small Furniture Freight (Smaller Furniture like Side Tables)

        $145 Furniture Freight (Large Furniture Pieces)

        Rugs - Complimentary Shipping on all full priced Rugs

        CAN I COLLECT ITEMS

        Yes, collection can be arranged from our Hawthorn storage weekdays during business hours - please contact us via mobile or email to arrange.

        SALE ITEMS

        There is strictly no refund or exchange on sale items.

        SHIPPING INFO

        Most in-stock items ship within 2-3 days of ordering and you should receive your item between 3–5 working days, depending on the location within Australia to which it is being sent.  If you have not received your order within the days specified please contact us via email at hello@frey.net.au

        Frey ships internationally.  Please contact us at hello@frey.net.au to organise a quotation regarding the piece/s you are interested in.

        PAYMENT METHODS

        Frey accepts all credit cards and also offers both Afterpay and ZipMoney.

        WHAT IF I NEED TO CANCEL MY ORDER?

        If you are required to cancel your order, please email through your cancellation request as soon as possible. Our team will then amend this for you. If the order has been paid for, our accounts team will issue you with a refund.

        If the order has been dispatched, there may be return/redirection charges from the carrier in which we will need to withhold from the refund.