Shipping, Returns & 30-Day Happiness Guarantee

At Freja, we want you to love every order you receive.

This policy explains how we handle shipping, returns, refunds, replacements and our 30-Day Happiness Guarantee.

Nothing in this policy affects your statutory rights under UK consumer law.

 

Contact Us

If you need help with your order, please contact us at:

Email: hello@frejafoods.com

Please include your order number wherever possible.

Order Processing

Orders are usually processed on working days (Monday to Friday, excluding public holidays).

During busy periods, promotions or product launches, dispatch may take slightly longer than usual.

If there is a significant delay, we'll let you know as soon as possible.

Delivery

Delivery options, estimated delivery times and charges are shown during checkout.

Delivery times are estimates and cannot be guaranteed.

Once your order has been dispatched, you'll receive tracking information where available.

Delivery Issues

If your parcel hasn't arrived, arrives damaged, or something isn't right, please contact us as soon as possible.

To help us investigate, we may ask for:

• your order number;

• photographs of the parcel or products;

• confirmation of your delivery address; or

• any relevant tracking information.

Where appropriate, we'll investigate with the courier and work with you to resolve the issue as quickly as possible.

Depending on the circumstances, we may offer:

• a replacement;

• a refund;

• a partial refund; or

• another suitable solution.

Lost Parcels

If you believe your parcel has been lost, please contact us.

Before treating a parcel as lost, we may ask you to:

• check your tracking information;

• check with neighbours or household members;

• look in any safe places;

• contact your building reception or concierge if applicable.

Where we reasonably conclude that a parcel has been lost, we'll normally arrange a replacement or refund.

Damaged, Incorrect or Missing Items

If your order arrives damaged, contains the wrong items or is missing products, please contact us as soon as possible.

Where appropriate, we'll arrange:

• a replacement;

• a refund;

• a partial refund; or

• another suitable resolution.

We may ask for photographs to help us investigate.

Our 30-Day Happiness Guarantee

We want you to feel confident trying Freja.

If you're not happy with your purchase for any reason, contact us within 30 days of delivery.

Depending on the circumstances, we may offer:

• a full refund;

• a partial refund;

• a replacement; or

• an alternative Freja product.

Our Happiness Guarantee applies even if you've opened and tried the product.

It also applies to eligible subscription orders.

 

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Making a Happiness Guarantee Claim

To make a claim, please contact us within 30 days of receiving your order.

We'll normally ask for:

• your order number;

• a brief explanation of why you weren't satisfied; and

• photographs where they're helpful to understand the issue.

You won't usually need to return opened products unless we specifically ask you to.

One Claim Per Customer

Our 30-Day Happiness Guarantee is limited to one claim per customer.

This helps us offer the guarantee fairly while preventing misuse.

We reserve the right to refuse claims where we reasonably believe the guarantee is being used fraudulently or unfairly.

This does not affect your statutory rights if products are faulty, damaged or not as described.

Returning Unopened Products

If you've changed your mind and your products are unopened and unused, please contact us before returning them.

Products should be returned:

• unopened;

• unused;

• in their original packaging; and

• in a resaleable condition.

Please do not send products back without contacting us first.

 

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Return Postage

Where you're returning unopened products because you've changed your mind, you'll normally be responsible for the cost of returning them.

We recommend using a tracked delivery service, as we're unable to accept responsibility for returns lost in transit.

Where the return is due to our error or because products are faulty, damaged or incorrect, we'll arrange or reimburse reasonable return costs where appropriate.

Food Safety

For food safety and hygiene reasons, opened products cannot normally be returned for resale.

However, this does not prevent you from making a claim under our 30-Day Happiness Guarantee or exercising your statutory rights.

In many cases, we won't ask for opened products to be returned.

Cancelling an Order

If you'd like to cancel your order, please contact us as soon as possible.

If your order hasn't yet been processed or dispatched, we'll do our best to cancel it and issue a refund.

Once an order has been dispatched, our normal returns process will apply.

Subscription Orders

Subscription orders are covered by the same shipping, refund and Happiness Guarantee policies as one-off purchases.

Subscriptions may be:

• paused;

• skipped;

• cancelled;

• updated;

• switched to a different product; or

• changed to a different delivery frequency.

Changes must be made at least three days before your next renewal date.

Orders that have already renewed or entered processing may not be cancelled until the following renewal.

Refunds

Where a refund is approved, it will be returned to your original payment method.

Refunds may be:

• full;

• partial; or

• issued alongside a replacement or alternative product, depending on the circumstances.

Once processed, refunds usually appear within 3–5 working days, although some banks and payment providers may take longer.

Replacements

Where a replacement is offered, we'll dispatch it as quickly as reasonably possible, subject to stock availability.

If the original product is unavailable, we may offer:

• a suitable alternative product; or

• a refund.

Promotional Orders

Where an order included a free gift or promotional item:

• gifts are subject to availability;

• we may substitute gifts with an item of equal or greater value where necessary;

• if an unopened order is returned, we may ask for any associated promotional gift to be returned as well.

Orders Purchased Elsewhere

This policy applies to purchases made directly through the Freja website.

If you purchased a Freja product from another retailer, please contact that retailer first regarding returns or refunds.

We're always happy to help with product questions wherever possible.

 

Your Consumer Rights

Our 30-Day Happiness Guarantee is a voluntary promise offered in addition to your legal rights.

Nothing in this policy limits your rights under UK consumer law in relation to products that are faulty, unsafe, damaged or not as described.

 

Contact Us

If you have any questions about shipping, returns or our Happiness Guarantee, please contact us via Email: hello@frejafoods.com