Refund policy
We hope you love your Freez purchases.
But if you'd like to return or exchange items, we make it easy and seamless. Customer Support is here to assist you.
WE WANT YOU TO LOVE ALL OF YOUR ITEMS
But if you don’t we offer 3 forms of returns.
Customers who opted for our Free Return coverage (purchased with your order at checkout) are eligible for a free return label, that means we cover the cost of returning your purchase back to us for exchange or refund. If the Free Return coverage was not selected on the order, customers are responsible for covering the return shipping cost of their purchase back to us.
Customers who opted for our Free Return coverage (purchased with your order at checkout) are eligible for a free return label, that means we cover the cost of returning your purchase back to us for exchange or refund. If the Free Return coverage was not selected on the order, customers are responsible for covering the return shipping cost of their purchase back to us.
RETURN ONE: Exchange
WE OFFER ONE FREE EXCHANGE - If you would like to exchange, we will pay standard shipping back to you, if you opted for our Free Return coverage with your order we will also pay for the item to be shipped back to us. Otherwise the cost of shipping the item back to us will be the customer's responsibility.
If you would like to change the item you received to another size, colour or item, please click HERE to start your return.
Please note, we do not offer refunds on orders that have already been exchanged.
RETURN TWO: Store Credit
Want to purchase another Freez fit on your own time? No worries you can, with a 3 year expiration date.
Choose Store Credit on when you make a return HERE
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.
All items purchased with a discount code (other than email or SMS sign up) are only eligible for store credit, unless stated other wise.
Please Note: That only the cost of garment is included your return, the original cost of shipping is not refundable.
RETURN THREE: Refund
We refund full-priced items within 30 days of purchase. If return is over this date, you will receive a store credit.
So sorry, but we DO NOT issue refunds for
- Items On Sale
- Items Purchased In Site Wide Sales
- Items With Fragrance Or Odour
- Items That Have Been Washed
- Incorrectly Wash Items That Have Resulted In Damage
- Items That Have Already Been Exchanged
- Items With Missing Tags
Make sure your items are in their original condition with tags attached and in the original packaging.
Discount codes - other than email and SMS sign up codes, are not eligible for refund, unless stated otherwise.
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 submit your return request HERE 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.
