Shipping & Return
Shipping Policy
We use Royal Mail as our courier service for all orders including UK and International.
We aim to dispatch orders within 1-2 working days. Order received before 12:00pm usually will be dispatched on the same day.
Our working days are Monday - Friday (excluding bank holidays). Any orders placed on weekends or bank holidays will be dispatched on the following working day.
Please note the delivery time maybe impacted by uncontrollable factors such as bad weather or strikes. We cannot guarantee our courier will deliver your order on time, and we do not accept returns due to delivery delays. We apologize for any inconvenience caused.
Please ensure the shipping and billing information are complete, valid, and correct. Missing or inaccurate information may cause processing delays. If the shipping address is a P.O. box, please ensure the P.O. Box accepts parcel deliveries.
We are not responsible if the address is not correct and un-deliverable. To have the returned item re-sent, you would need to cover full shipping cost.
* Any Free delivery offer parcels which returned to us due to invalid/incorrect/incomplete address, and unclaimed/refused packages will not be eligible for free re-delivery. If you wish to have your order re-delivered, please contact us and we will be happy to arrange a re-delivery. Additional fees may apply for re-deliveries.
** Please note our shipping policy may be updated from time to time.
SHIPPING RATES
UK:
Tracked Standard Delivery (2-3 working days from dispatch):
- Order under £30 : £3.99
- Order above £30 : FREE
Tracked Express Delivery (1-2 working day from dispatch):
- Order under £80 : £7.99
- Order over £80 : FREE
REST OF THE WORLD:
Available in United States, Canada, Australia, New Zealand, Hong Kong, Macau, Taiwan, Singapore, Malaysia.
Royal Mail International Tracked Delivery (3-17 working days from dispatch):
- Order under £180 : £20
- Order over £180 : FREE
** Please note that all international shipments may be subject to customs duties and taxes upon entry into your country, and the customer is responsible for any applicable fees.
Returns & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that we do not offer returns for international orders.
To be eligible for a return, your item must be returned in a saleable condition: unopened, unused, in its original packaging with any additional pieces such as spatulas/other application tools and hygiene seals untouched. You’ll also need the receipt or proof of purchase. Any return items we received in non-saleable condition will not be refunded.
Customers will cover the postage to send the items back. Please keep the tracking number and receipt from your courier until we confirm we've received the items.
To start a return, you can contact us at hello@freyabeautysecret.com and include 'Return Request' as the email subject. Items sent back to us without first requesting a return will not be accepted. Please be aware that we must receive the return items within 14 days after we confirmed your item is eligible.
We encourage customers to read the policy before making a purchase. You can always contact us for any return question at hello@freyabeautysecret.com.
* Please note our return & refund policy may be updated from time to time.
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.
If you receive a damaged product, please take photos and notify us by email immediately. We will do our best to resolve it with Royal Mail on your behalf.
Please double-check with your shipping address before submitting an order. If the package is returned due to an invalid/incorrect/incomplete address, customers will need to wait reshipping until the package return to our warehouse, and customers will be responsible for paying redelivery fees.
We encourage customers to check out the ingredients carefully before making a purchase. Any allergic reactions may not be a reason for refund/return/exchange.
Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, supplements), custom products (such as special orders or personalized items).
Unfortunately, we cannot accept returns on gift cards and sale items. Any purchases made during Special Discount Offers (including any discount code applied and product price is marked down) and Special Sales Events (such as pop-up, holiday sale like Black Friday, Christmas etc) are not eligible for cancel/return/exchange/refund.
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:
Please note the original shipping fees paid at checkout are non-refundable. Customers will be responsible for return postage fees and any costs occured when arranging item returns.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@freyabeautysecret.com.