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.

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.

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.

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. 

• We're sorry there's an item missing from your order. Before contacting our Customer Services team, we recommend checking the following:

• We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

• You can also check if your order has been split into more than one parcel by checking in My Account

• The item(s) you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

• If you have an item missing from your order, please let our Customer Service Team know within 14 days of your order being delivered and we’ll do our best to help you.

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.

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.

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.

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

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.

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. 

• If you have an item missing from your refund, please let our Customer Service Team know within 14 days of your refund being processed and we’ll do our best to help you.

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).

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.

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.

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.

If you have forgotten your password, you can reset it by clicking here and choosing 'Forgot your Password?' Simply enter your email address and we'll send you an email with password reset link. If you have not received a password reset link within 24 hours, please contact us.

You can update your personal details, such as contact information, email address and delivery addresses by logging into your account.

To unsubscribe from our marketing emails, please click the link at the bottom of one of the newsletters. You can also unsubscribe by logging into your account and clicking 'Update Personal Details'. If you experience any problems, please email us at [email protected].