Returns & Exchange
FREDDY MYSTERY BOX
Due to the huge discount involved, Freddy Mystery Boxes are FINAL SALE and not eligible for return or exchange.
BUY 1 GET 1 FREE PROMOTION (Nov 2023):All purchases from the Buy 1 Get 1 Free Sale is final sale, and is not returnable and not exchangeable. This does not affect your statutory rights.
We want to make sure you have purchased the perfect gift for that special someone this holiday season, therefore, you have until the 8th January 2024 to return your item(s) for an exchange or gift card. This is only eligible on orders placed as gifts between 1 November 2023 to 25 December 2023.
All returned items will only be accepted if they have not been worn, washed, altered, damaged or stained/marked in anyway, complete with all swing/hang tags included. Please keep all the hang tags attached if you intend to return the item. If you return an item without the original hang tags attached, the return will not be processed. All other standard return & exchange guidelines apply.
- You get 30 days once you receive your Freddy item to decide whether you want to keep it or send it back.
- Return address: located in Auckland, NZ
- You get to choose from a refund, exchange or gift card as long as your order meets our Returns Terms & Conditions.
- Got it on sale? Sale or Discounted Returns Policy.
- Sustainability: When an item is returned, it goes through a reverse logistics chain, causing double emissions. You may do your part in reducing environmental impact. Make sure to check our Sizing guide carefully before ordering.
How do I return?
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 return policy for you. If your Freddy item meets the conditions below, please contact our Customer Support team at support@freddystore.co.nz with your order ID and preferred return: exchange. refund or store credit. Please make sure that:
- The item was purchased online
- The item(s) must be in 100% brand new condition with the tags attached, have not been washed, worn, stained or damaged in any way. For suits and blazers, the hanger/ plastic must be returned as well.
- Item is within 30 days from date of delivery
- If you have purchased a full priced item or used a 10% off code, you can choose these return options: Exchange, store credit or refund.
- If you have purchased a sale, promotional or discounted item please click here
- If you are returning a damaged item, please click here
If you have any questions or needs further assistance , you may call us at +64 9-801 2643. We are also available on live chat on our website here, FB messenger here or you may send us an email at support@freddystore.co.nz.
Can I get a refund?
We accept refunds for returns on full priced items or items discounted 5 to 15% off (excluding postage), providing our Return Terms & Conditions are met.
To request a return, please contact our Customer Support team at support@freddystore.co.nz with your order ID and preferred return: exchange, refund or store credit.
How do I return a Sale or discounted item?
BUY 1 GET 1 FREE PROMOTION (June/July 2023):All purchases from the Buy 1 Get 1 Free Sale is final sale, and is not returnable except if there's a manufacturing fault in the product reported within a reasonable time frame.
FREDDY SPORTS BUNDLE PROMO (May 2023): All purchases from the Freddy Sports Bundle Promo may be returned for an exchange to a different size only (includes a FREE return label for Australia orders)
FREDDY FRENZY SALE (May 2023):All purchases from the Freddy Frenzy sale may be returned for an exchange or a Freddy store credit only, including a FREE return label for Australia orders yay!
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Please see our return policy for sale, discounted or purchases using a discount code:
- 5 to 15%% off sale or discount - may be returned for an exchange, store credit or refund. Please click here to start a return
- 20 to 40% off sale or discount - may be exchanged for the same style in a different size/colour, or may be returned for a store credit
- 50-60% off sale or discount Final Sale and are not eligible for a return except if there is a major manufacturing fault in the product
- Outlet sale, Clearance Sale, Buy 1 Get 1 Free items are considered final sale and are non-returnable unless there is a major manufacturing fault in the product
To request a return, please please contact our Customer Support team at support@freddystore.co.nz with your order ID and preferred: exchange, refund or store credit.
If you have any questions or needs further assistance , you may call us at +64 9-801 2643. We are also available on live chat on our website here, FB messenger here or you may send us an email at support@freddystore.co.nz.
When will I receive my refund, exchange or store credit?
Once we have received your return, please allow 3-5 business days for us to inspect your item and process your return. Sharing your return tracking number with us will help expedite the process. You will receive an email from us once your return has been processed.
Kindly note:
- Freddy is not liable for lost or stolen return packages.
- Once a refund is processed, it might take 3-7 business days for the refund to appear in your account depending on your bank.
- Refunds may only be issued in your original method of payment
- 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 or with quality findings will not be accepted and will be returned back to your address
- Original shipping fee are non refundable
Where will you process/credit my refund?
Refunds may only be applied to the original payment method. E.g. If you paid your order via credit card, refund will be via the same exact credit card
If the same credit card becomes inactive due to being lost, expired or a replacement credit card has been issued by your bank, we can then only process a store credit.
Can I return a gift card?
Unfortunately, Gift Cards may not be returned, nor are they redeemable for cash. But it can be gifted to a special someone :)
If you have any questions or needs further assistance , you may call us at +64 9-801 2643. We are also available on live chat on our website here, FB messenger here or you may send us an email at support@freddystore.co.nz.
How can I return a damaged item?
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 email us with photos within 48 hours from delivery 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. Any alteration or repair done on the product may void any warranty if applicable.
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 you and issue a paid return label as well.
Items are not considered faulty if they are as a result of normal wear and tear or acquired damage.
I received a wrong order, how will I return?
We are so sorry to hear you’ve received an incorrect item in your order, we’d love to make this right with you. If you can send us a photo of what you have received including the product code in the tags, we’ll look into it asap for you. A paid return label will be issued for any incorrect order received.
You may message us via live chat on our website, Facebook messenger here or email us at support@freddystore.co.nz.
Which items are final sale or non-returnable?
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 purchase from outlet sale, buy 1 take 1 purchases or any item purchased with 50% off discount and up
Maintenance
Hey there, our online return portal is currently under maintenance, we apologise for any inconvenience. In the meantime, to request a return, please message our customer support by clicking here