Returns & Exchanges
Returns & Exchanges
We get the risk you take when you buy online; you can’t try on or feel the fabric. That's why we offer an easy 7-day return / exchange policy for change of mind on full priced items. Please note no returns/refunds on Gift Cards/Store Credit.
Our Return Policy is simple
- You get 7 days once you receive your Freddy item to decide whether you want to keep it or send it back (in-store orders go back in-store).
- You get to choose from a refund (online orders only), exchange or gift card (excludes courier fee) as long as your order meets our Returns Terms & Conditions.
- Got it on sale? Unfortunately, we don’t offer any returns or exchanges on sale items.
If your Freddy item meets the conditions below, please enter your details above to proceed with the return process. If your order number does not reflect please email firstname.lastname@example.org. Please make sure that:
- The item was purchased online
- The item(s) must be in 100% brand new condition with the tags attached, in original packaging, have not been washed, worn, stained or damaged in any way.
- Item is within 7 days from date of delivery
- Items sold with promotional gifts are returned together with the gift.
- If you have purchased a full priced item or used a 10% off code, you can choose these return options: Exchange, Gift Card or refund.
- Please note there’s no returns or exchanges on sale or discounted items
- Products cannot be exchanged as a result of a slight colour variance (online). The photos on the site/photos on the web site are enhanced photos of the actual product available and any variance is due to screen variance/colour settings/printing enhancements.
NOTE: If you purchased in store, please make your way back in-store to request an exchange or gift card within 7 days from purchase with all tags attached and in brand new condition.
REFUNDS, EXCHANGES & ONLINE CREDIT
Once we have received your return, please allow 3-5 business days for us to inspect your item and process your return. You will receive an email from us once your return has been processed.
- Freddy is not liable for lost or stolen return packages.
- Once a refund is processed, we’ll let you know with an email. Put your feet up, relax, and allow between 5-10 business days to see the money back in your account (the speediness of your refund will depend on who you bank with).
- Your refund will be issued in the same way you originally paid, through Payfast or Online Gift Card. If you have requested a refund on an Online Gift Card, we'll send you the gift card code by email
- For exchanges, we'll confirm the new item is on its way if we're able to exchange it for you (see Exchanges section).
- A restocking fee may be issued at our discretion if your return is accepted outside our normal returns policy.
- Returns sent back to our warehouse beyond our 7 days return policy or with quality findings will not be accepted and will be returned back to your address
- Original shipping fee and insurance related costs are non refundable
We move fast. It’s the reality when something is as perfect a fit as FREDDY's are. If you’re exchanging an item, we recommend you purchase your new item ahead of time to avoid it going out of stock. Respond to the return confirmation email and notify us that you have re-purchased, including your new order number. We will refund your original order once it arrives back in our arms in original condition.
Unfortunately, Gift Cards may not be returned, nor are they redeemable for cash. But it can be gifted to a special someone :)
Please note that due to our system configuration our Online Store will not be able to redeem any In-Store Gift Cards and Online Gift Cards can not be redeemed In-Store at this time.
- Only 1 Gift Card per purchase
- Gift Cards cannot be used in conjunction with any sales or promotions
- No returns of Gift Cards will be permitted
We take great care when picking and packaging your order to ensure it is in perfect condition, ready for you to wear and enjoy. But if something’s not quite right and you receive your order and find a fault in some way, please request the return within 48 hours and email us photos of what you have received including the product code in the tags within 48 hours from delivery at email@example.com and we'll look into it for you.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within a reasonable amount of time from the purchase date.
If the fault is deemed our responsibility, you can choose between a replacement if stock is on hand, a Gift Card if stock is unavailable or a full refund to your original payment method.
Items are not considered faulty if they are as a result of normal wear and tear and over an extended time period.
Please note we will exchange the item if:
- The product is damaged or faulty due to how they were made (upon assessment),
- The original invoice is available (so that we can prove purchase),
- the product has been cared for according to wash/care label.
- The company will at its sole discretion make a decision as to whether to accept or decline the rerun of such an item,
- We reserve the right to repair or exchange defective merchandise provided proof of purchase is produced.
NON RETURNABLE ITEMS
Here are the item that are non returnable:
- Underwear, pants with built-in undergarment (men’s pants) and face masks are considered final sale and non returnable. These sales are final due to hygienic safety unless the garment is deemed to have a manufacturing fault.
- Gift cards
- Any item that has been washed, worn, unstained or has missing clothing tags
- Any item that was damaged through wear and tear, external causes or any damage that is not due to manufacturing fault
-Any sale or discounted item.