Frequently Asked Questions

Everything you need to know about shopping with FreyaVibe. Can't find your answer? Email us at hello@freyavibestore.com — we respond within 2 business days.

🛍️ Orders & Payments

How do I place an order?

Browse our collections, select your item and size, and click Add to Cart. When you're ready, proceed to checkout and follow the steps to complete your purchase. You'll receive an order confirmation email immediately after.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely through Shopify Payments.

Can I cancel or change my order?

Orders can be cancelled or amended within 24 hours of placement. After this window, your order will have entered fulfilment and cannot be changed. Please email hello@freyavibestore.com as soon as possible if you need to make a change.

Do you offer gift wrapping?

We do not currently offer gift wrapping, but our jewellery pieces arrive in elegant packaging suitable for gifting.

Is your site secure?

Yes. FreyaVibe is powered by Shopify, which uses SSL encryption and PCI-compliant payment processing. Your personal and payment data is always protected.

🚚 Shipping & Delivery

Where do you ship to?

We ship to the following countries:

• 🇬🇧 United Kingdom
• 🇺🇸 United States
• 🇨🇦 Canada
• 🇦🇺 Australia
• 🇮🇳 India

Please note: Some products have country-specific restrictions. Designer watches are fulfilled via our brand partner and availability may vary by destination — this will be shown at checkout.

How long does delivery take?

• United Kingdom: 10–20 business days (DHL Express: 3–7 days)
• United States: 15–25 business days (DHL Express: 3–7 days)
• Canada: 15–25 business days (DHL Express: 4–10 days)
• Australia: 15–25 business days (DHL Express: 4–8 days)
• India: 15–25 business days (DHL Express: 4–10 days)

Is shipping free?

Yes — standard shipping is free on most orders. DHL Express is available at an additional charge from £40–£45 depending on your location.

How do I track my order?

Once your order is dispatched, you'll receive a tracking number by email. You can also track your order on our Track Your Order page.

Do I have to pay customs or import duties?

Customs and import duties may apply depending on your country's regulations. These charges are the customer's responsibility and are not included in our prices or shipping fees.

My tracking hasn't updated — what should I do?

Tracking can take 3–5 business days to update after dispatch, especially for international orders. If your tracking hasn't moved after 10 business days, please contact us at hello@freyavibestore.com.

↩️ Returns & Refunds

What is your return policy?

Our return windows vary by product type:

• Damaged or defective items: Report within 14 days of delivery for a full refund or replacement
• Non-delivery: Eligible for refund after 60 days from dispatch
• Women's clothing & kids items: 30 days from delivery for unworn, unwashed items in original condition
• Men's clothing: 30 days from delivery for unworn, unwashed items in original condition
• Designer watches: 30 days from delivery, unworn, in original packaging
• Fine jewellery: 30 days from delivery for items in original condition

What items cannot be returned?

• Items returned due to change of mind after the return window
• Personalised or customised items
• Items that have been worn, washed, or damaged after delivery
• Gift cards and digital downloads

How do I start a return?

Email hello@freyavibestore.com with your order number and reason for return. We'll guide you through the process. Please do not send items back without contacting us first.

Who pays for return shipping?

Return shipping is the customer's responsibility unless the item is faulty, damaged, or incorrect. In those cases, we will cover the return cost.

When will I receive my refund?

Refunds are processed within 10 business days of receiving your return. You'll be notified by email once your refund has been issued.

💍 Fine Jewellery

What materials are your jewellery pieces made from?

Our fine jewellery is crafted from S925 Sterling Silver with platinum-plated or gold-plated finishes. Our Moissanite stones are GRA-certified, offering exceptional brilliance at a fraction of the cost of diamonds.

What is Moissanite?

Moissanite is a lab-created gemstone known for its diamond-like brilliance and durability. It scores 9.25 on the Mohs hardness scale (diamonds score 10), making it an excellent choice for everyday wear. All our Moissanite pieces come with GRA (Gemological Research Association) certification.

How do I care for my jewellery?

• Store in a cool, dry place away from direct sunlight
• Remove before swimming, showering, or exercising
• Clean gently with a soft cloth — avoid harsh chemicals
• Keep away from perfume, lotions, and hairspray
• Store pieces separately to avoid scratching

Will the plating wear off?

With proper care, our platinum and gold-plated pieces maintain their finish for a long time. Avoid contact with water, chemicals, and abrasive surfaces to extend the life of the plating.

⌚ Watches

Which watch brands do you carry?

We carry a curated selection of designer timepieces including Emporio Armani, Burberry, Michael Kors, and Tommy Hilfiger, sourced through Shopify Collective — a verified third-party brand partner platform.

Are the watches authentic?

Yes — all watches are genuine designer pieces sourced through Shopify Collective, our verified third-party brand partner. They arrive in original brand packaging with manufacturer documentation. FreyaVibe is a reseller of these products and is not an official brand partner or authorised dealer of the individual watch brands.

What is the return policy for watches?

Watches can be returned within 30 days of delivery, unworn and in original packaging. Please email us to initiate a return. Customer is responsible for return shipping unless the item is faulty or incorrect.

👗 Women's Fashion

What categories do you offer for women?

Our women's collections include occasion dresses, tailored pieces, coordinated outfits, refined tops, knitwear, and premium trousers — curated for modern occasionwear and everyday elegance.

What sizes do you carry?

Sizing varies by product and supplier. Each product page includes a size guide. Some of our pieces follow Asian sizing which runs smaller than UK standard — please check the size guide carefully before ordering.

How do I know which size to choose?

We recommend checking the measurements on each product page rather than going by your usual size label. If you're between sizes, size up for a more comfortable fit.

Can I return a clothing item if it doesn't fit?

Yes — unworn, unwashed items in original condition can be returned within 30 days of delivery. Return shipping is at the customer's expense.

👔 Men's Fashion

What categories do you offer for men?

Our men's collections include refined shirts, knitwear, jackets, tailored trousers, suits, and smart-casual occasionwear — chosen for their cut, fabric, and quiet authority.

What sizes do you carry for men?

Sizing varies by product. Each product page includes a full size guide. If you're between sizes, we recommend sizing up for a more comfortable fit.

Can I return a men's clothing item?

Yes — unworn, unwashed items in original condition can be returned within 30 days of delivery. Return shipping is at the customer's expense.

👧 Kids

Are your kids' products safe?

Yes. All children's products listed on FreyaVibe meet applicable safety standards. Product materials and care instructions are listed on each product page.

🔒 Privacy & Data

Do you use cookies?

Yes — we use cookies to improve your browsing experience, remember your preferences, and for marketing purposes (with your consent). You can manage your cookie preferences at any time via the cookie banner on our site.

How is my personal data used?

Your data is used to process orders, provide customer support, and (with your consent) send marketing communications. We never sell your personal data. Full details are in our Privacy Policy.

How do I opt out of marketing emails?

Every marketing email includes an unsubscribe link at the bottom. You can also email hello@freyavibestore.com to be removed from our list.

📞 Customer Service

We're here to help. Reach us through any of the channels below — Monday to Friday, 9am – 5pm GMT/BST.

Need a callback?

If you'd prefer to speak with someone, email us at hello@freyavibestore.com with your name, query, and a convenient time. We'll arrange a call within one business day.

I have a complaint — what should I do?

We take all complaints seriously. Please email hello@freyavibestore.com with your order number and full details. We will acknowledge your complaint within 2 business days and work to resolve it fairly. If your complaint remains unresolved, you may also contact Citizens Advice or the UK's Alternative Dispute Resolution (ADR) service.