Refund policy

WE WANT YOU TO LOVE ALL OF YOUR ITEMS 
But if you don’t we offer 3 forms of returns 

Process time for returns: up to two weeks. 

Return One: Exchange

WE OFFER ONE FREE EXCHANGE - If you would like to exchange, we will pay standard shipping 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 on your own time? No worries you can, with NO 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.
Please Note: That only the cost of garment is included in refund, the original cost of shipping is not refundable.

Return Three: Refund 

We refund full-priced items within 21 days of purchase. If return is over this date, you will receive a store credit.
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.
Please Note: That only the cost of garment is included in refund, the original cost of shipping is not refundable.

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 it ASAP.

Do you do exchanges on international orders? 
Sorry but we can not offer exchanges on orders shipped internationally. We can, however offer in-store credit or refunds where applicable.

Terms and Conditions 
By processing a return through the application you are acknowledging and agreeing to the following terms and conditions

Please Note: That only the cost of garment is included in refund, the original cost of shipping is not refundable.
To be issued a Refund, exchange or store credit, please ensure that your items are in their original condition and that the original labels and swing tags are attached to the garment. Please note that garments returned 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 costs.