FAQ's
When will I receive my order?
We attempt to dispatch all orders from our Brisbane warehouse within 1-3 days of being received - excluding public holidays, weekends and orders that have pre-order items.
If you purchase a pre-order item, your order will be dispatched within 3 working days of the pre-order dispatch date shown.
Please Note: If your order includes both in-stock and pre-order items, your order is held and dispatched altogether when the pre-order item arrives.
I would like to speak to someone
Please call us at 04 9921 9896 or email info@freez.com.au your contact number and a member of our customer service team will promptly call you back.
Do you ship overseas?
We currently ship internationally to New Zealand, America and Canada only and domestic orders within Australia.
Shipping Information
Shipping Fees
Enjoy FREE standard shipping on all Australian orders over $120, with an option to upgrade to Express for just $5.95!
$14.95 Express Delivery for all orders under $120
$9.95 Standard Delivery for all orders under $120
When will I receive my order?
All in-stock orders are dispatched within 1-3 working days (excluding public holidays, weekends and busy periods)
If you purchase a pre-order item, your order will be dispatched within 3 working days of the pre-order dispatch date shown.
Please Note: If your order includes both in-stock and pre-order items, your order is held and dispatched altogether when the pre-order item arrives.
Checking on the status of your order
If you require any information on the whereabouts of your order please email info@freez.com.au.
You should receive a tracking number via email the day your order is dispatched and be able to track it from there.
Do you ship internationally?
We are currently shipping internationally to New Zealand, Canada and America only and domestic orders within Australia.
Can I pick up my orders from the store?
Freez is an online store that works from a warehouse in Brisbane. Pick up is available from our warehouse (2105 Gympie Road, Bald Hills, Brisbane, 4036)
Can my order be sent to a different address?
Yes it can be, simply enter the delivery address you would like in the shipping section of your order.
Can my order be sent to a post office box?
Yes we will automatically ship orders with a P O Box or Locked Bag Address via Australia Post.
Will I need to be home to receive my order?
No you don’t need to be home as we will put an authority to leave on your parcel if no one is there. If you have any special instructions where you would like your parcel left then please let us know when you are placing your order in the customer notes. If you DO NOT wish your parcel to be left unattended please put that in the customer notes and we will send it via Australia Post and request for it to be taken to your local post office.
Return/Exchange Policy
BLACK FRIDAY - SPEND AND SAVE:
Please note all orders purchased within our Black Friday Spend and Save Promotion (Thursday 14th of November 6:00pm-Monday 18th of November 11:59pm) is only eligible for store credit. No refunds or exchanges unless the item is faulty.
WE WANT YOU TO LOVE ALL OF YOUR ITEMS
But if your item is not for you, we have THREE return options!
Return One: Exchange
WE OFFER ONE FREE EXCHANGE - If you would like to exchange, we will pay for the shipping cost back to you!
If you would like to change the item you received to another size, colour or item, please reach out to our team at info@freez.com.au
Please list the following information in your email
The form of return you are after
The name on your order
Your order number
The item you want to exchange
The item you would like to get
Return Two: Store Credit
Want to purchase another Freez fit in your own time? No worries you can, with 3 years expiration date.
Tick Store Credit on your return form that is enclosed within your Freez Parcel and you will be emailed a personal code that you can add to checkout.
Lost your Store Credit Code? No stress, contact us and we will be able to resend your store credit email
All Sale Items are ONLY eligible for store credit. All items purchased in store wide sales are ONLY eligible for store credit.
Return Three: Refund
We refund full priced items within 21 days of purchase. Make sure your items are in their original condition with tags attached and in the original packaging.
So sorry but we DO NOT issue refunds for – Items on SALE, items purchased during a site wide ‘flash sale’, items with fragrance or odour, incorrectly washed items which resulted in damage or items that have already been exchanged.
If we receive a return with these issues, a store credit will be applied OR we will send back your garment.
WHAT IF MY ITEM IS FAULTY?
In the unlikely event you have received a faulty item, we will either repair, replace or refund depending on the severity of the fault. Faulty return postage costs will be covered by Freez.
If you receive a faulty or incorrect item please contact us via email at info@freez.com.au with details and a photo and we will be in touch to rectify ASAP.
INTERNATIONAL RETURNS
Full priced items can be returned for a refund if they meet our refund policy. Exchanges are not valid on international orders. Sale items can also be returned for an an online credit only.
TERMS AND CONDITIONS
By processing a return by sending your garment back to us, you are acknowledging and agreeing to the following terms and conditions
To be issued a Refund, exchange or store credit, please ensure that you items are in their original condition and the original labels and swing tags are attached to the garment. Please note that garments return with the smell of cosmetics, perfume, deodorant, washing powder or other odours will not be accepted.
Unfortunately, we can not accept responsibility for items that are lost or damaged in transit. We strongly recommend that you return your items with tracking and that you keep a copy for your records. Please note that return shipping is at your expense and Freez does not issue credit for shipping cost.
All SALE items are ONLY eligible for a store credit
NEED TO RETURN YOUR ORDER ?
Please send returns to the below address: As return postage is paid by the customer you can return it via the method that suits you best.
Freez Clothing
3/17 Kingsbury St, Brendale QPD 4500
*Please include your Freez return form in your parcel!
INTERNATIONAL RETURNS
Full priced items can be returned for a refund if they meet our refund policy. Exchanges are not valid on international orders. Sale items can also be returned for an an online credit only.
