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Returns & Exchange

 

Standard Return Policy:

  • We accept returns or exchanges for change of mind on Full Priced items within 30 days of the date your order was received.
  • The item(s) must be in 100% brand new condition with the tags attached, not have been washed, worn or damaged in anyway.
  • No return will be accepted for underwear or pants with built-in undergarment (men’s pants). These sales are final due to hygienic safety unless the garment is deemed to have a manufacturing fault.
  • Light coloured garments: The lighter the color the easier to stain or mark. Please take extra care when trying on any light colored garments and please ensure to check the entire product inside and out before returning, as we ask that they are returned to us in perfect condition ready for the next person. We won’t be able to accept light colored garments with marks or stains.
  • Please allow 5-14 business days for your refund to appear in your account. It will be issued in the same way you paid.
  • Returns must include a valid tracking number. Freddy is not liable for lost or stolen return packages.
  • Gift Cards may not be returned, nor are they redeemable for cash.
  • 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 30 days return policy will not be accepted
  • First round exchanges we'll send back to you free shipping, if you're returning for a second time or more a shipping fee may apply.

Sale Items: 

  • Items purchased with any 10% introductory discount can be returned for a full refund
  • Items discounted up to 40% or orders where a promotional code was used can either exchanged for the same style in a different size, or you will be issued a Gift Card (in case your size is not in stock).
  • Items discounted 50% or more and any Buy 1 Get 1 promo may be returned for (1) size exchange of the same exact product and sufficient stock of new size is available (restocking fee per item + shipping fee will apply) (2) deemed to have a manufacturing fault. Otherwise, it will be considered Final Sale and are not eligible for a return.

 

 

How to Return or Exchange:

We get the risk you take when you buy online; you can’t try on or feel the fabric. That's why we offer a 30 day return policy where you can choose from a refund (on full priced items), exchange in size or store gift card as long as your return meets the requirements below. This starts the day you receive us, so you can find your perfect fit, even if it takes more than one try. For items received that are not in brand new condition please see below "condition of your Freddy's upon arrival" for instructions.

What you'll need to do:

  1. Read the policies below carefully.
  2. Verify your return or exchange meets the policy requirements.
  3. Email support@freddystore.co.nz with your order number and we’ll let you know what to do next. You’ll need to return within 7 days from when we give you the green light.

 

Afterpay Returns:

If you made your purchase using Afterpay, we can accept your return of any Full Priced items for a refund, exchange or gift card if it's within our Standard Return Policy. Customers wishing to receive a refund on their Afterpay purchase will be charged a 5% restocking fee, and the remaining refund amount (minus shipping) will be processed through their Afterpay account unless the item(s) are faulty whereby no restocking fee applies

Exchanges:
Eligible on orders that fit within the Standard Return Policy.

  • We sell out quickly; therefore, we highly recommend you purchase the size/style you want ahead of time and then reach out to us for a return of the unwanted item/s. Just let us know your new order number and that you have purchased ahead. We will then refund your original item/s once we have received and processed your return.
  • If you do not wish to purchase ahead, we will do our best to arrange and ship your exchange item as soon as possible once your return is received and processed (stock permitting). Please advise returns can take up to 5 business days once received to be processed by our team

     

    What if my item is Faulty?

    We take great care when picking and packaging your order to ensure it is in perfect condition, ready for you to wear and enjoy. If you receive your order and find a fault in some way that we may have missed, please  start a return via our online portal selecting the applicable reason for return or email us with photos within 48 hours at support@freddystore.co.nz 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. We will refund or issue a Gift Card for both product(s) & return shipping fees for items deemed to have a manufacturing fault.

    Items are not considered faulty if they are as a result of normal wear and tear.