Frequently Asked Questions
Why shop online with us?
We here at Freez know that everyone is time poor nowadays and don’t always have time to shop. If you simply don’t like crowds or queues, or getting out of your PJs then you will love our online store. We here at Freez know our stuff and offer fun and affordable on trend fashions from quality brands, all at very competitive prices. We take seriously that running an online business is all about reputation, trust and credibility and thats why we work so hard to get it right. Even better you can shop if you so desire with a glass of wine in hand, the best way to shop!
How do I place an order?
Browse our store and add any item/s to your cart you wish to purchase. Then select the Checkout Box. You will then be taken to the View Cart Page to review your order and edit if necessary. From there you will need to enter your shipping details, you can choose to Register as a customer for next time or go through the Guest Checkout. It is essential to provide a valid e-mail address so we can communicate with you regarding your order. You will then be taken to the shipping and payment page. Select the appropriate shipping and payment method. You will then select the Complete Your Order button and your order will be processed from there.
How do I know which size to choose?
When will I receive my order?
All orders placed before 11:30am (AEST) are despatched daily, Monday to Friday. Orders can be placed up to 11:30am (AEST) on Thursdays to guarantee you get your parcel in time for the weekend (if you are in the next day delivery network). In most cases you should receive your order overnight. International orders please allow 14 days for delivery. Unfortunately Australia Post deliveries are out of our control so please keep this in mind whilst waiting for your order. If you haven’t been home the whole time and you think your parcel has taken a while we suggest you call your local post office as your parcel may be sitting there and your notification has been misplaced.
How do I become a Freez affiliate?
Please email Lisa – email@example.com for details.
How do I return an item for an exchange or credit?
Please refer to our returns policy page for full details.
Can I return sale items?
Due to our bargain sale prices any sale items (including items purchased during an online “flash sale” offer ) can be returned only for an online credit, NO REFUNDS OR EXCHANGES.
What if I get the wrong size?
As per our in store policy we do not refund (unless the garment is faulty), however you may exchange for another size or item or receive an online credit to use next time. Simply e-mail us at firstname.lastname@example.org to arrange your exchange. After posting back your item Freez will pay for the postage back to you. This is valid for one exchange per order.
How can I pay for my order?
We accept Visa & Mastercard using the secure facilities of St George Bank, so you can rest easy that your credit card details are 100% secure. Don’t have a credit card? We also accept Paypal and direct deposit.
If you have any other questions, call us 07 3419 5789
What is your returns policy?
Please refer to our returns policy page online.
Orders over $300
First time only customers who place orders over the value of $300 and are making payment by credit card or paypal will be requested to send photo ID and signature to verify their identity. Due to recent fraudulent activity this is a safety measure to protect yourself and us.
I would like to speak to someone
Do you have free shipping?
Yes, we have free shipping for all orders $150 and over within Australia.
Do you ship overseas?
Yes, we ship to New Zealand, Canada, USA & the UK
What size is the model photographed?
Grace our model is a standard size 8 and we photograph her in a size 8 or XS (but if a style doesn’t start in an XS then we use a S). Grace’s measurements are: Bust: 74cm | Waist: 59cm | Height: 165cm.
My gift certificate won't work
Please ensure when processing your Gift Certificate that you are putting it in as a form of payment on the payment page and not in the Discount Coupon Box on the View Cart page as it will not work there, it is a form of payment.
I can't login to my account
Please ensure you have actually created an account with us. When you place an order you need to tick 2 boxes, one to sign up for our newsletter, the other is to Register. If you do not select this box then it will not save your details for next time. Once you do register then your details will remain in our system and you won’t need to enter them each time. If you can’t remember your password simply go to the Log In Box and select Forgotten Password.