Return & Refund Policy
Understanding Our Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@johnfreya.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
To return your product, you should mail your product to:
John Freya, 18 Ferraro Close Hounslow London TW5 0UL United Kingdom.
You can always contact us for any return question at sales@johnfreya.com
Mobile: 0044 7948367266
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Overview of Our Return & Refund Policy
At the heart of our customer service is a well-defined Return & Refund Policy. We understand that sometimes, a purchase may not meet your expectations, and that's perfectly okay. Therefore, we encourage customers to review our policy to ensure they are informed before making a purchase. Our primary goal is to enhance customer satisfaction, and we achieve this by being transparent about the return process. Our policy outlines timelines, eligible products, and the steps needed to initiate a return, so you can shop with confidence.
How to Process Returns
Returning an item is straightforward, but it's essential to follow the right steps to ensure a smooth process. First, check whether your product is eligible for return, as some items may be excluded from our policy. If your item qualifies, contact our support team for a return authorization. Make sure to package the item securely to avoid any damage during shipping. The faster you act, the quicker you'll receive your refund or replacement, so don’t wait too long!
Refund Timelines and Conditions
Once we receive your returned item, we understand that the waiting period for your refund can be a concern. Generally, refunds are processed within a few business days upon receiving the return. However, it may take additional time for the funds to appear in your account due to various banking processes. If your return meets all conditions stipulated in our Return & Refund Policy, you can expect a hassle-free experience. It’s all about making sure you’re satisfied with your purchase, so feel free to reach out if you have any questions.