Customer Care
Returns & Replacements
Our objective is simple: Create delighted and happy customers every time.
Because Freyven products are handcrafted glass items, customer service and replacement handling are critical to maintaining our premium brand reputation.
No two Freyvens are exactly the same and there are exceptionally minor differences between them. They are curated and hand crafted just for you.
Replacements
Great care has been taken into designing our packaging including custom styrofoam inserts and the outer carton that it arrives in. In the event a Freyven arrives to you damaged or broken we will replace it at our expense, including shipping and handling.
Refund Policy
All Sales are Final with the exception of;
for UK Sales and the 14-day Cooling Off Period (purchaser pays return shipping)
for EU Sales and the 14-day Right of Withdrawal (purchaser pays return shipping)
In the event Freyven arrives to you damaged or broken
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange including broken or damaged goods.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will be issued within 30 days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@freyven.co.uk with photos of the broken or damaged goods, the exterior and interior packaging and a brief note explaining what happened. Once your claim is reviewed and accepted we will instruct you whether to return the item or not.
Shipping
To return your product, you should mail your product to:
UK/EU & International Orders
Freyven/Kesham27 Management Limited, 2 Bankhead Avenue Edinburgh, EH11 4HD UK.
USA Orders
Our USA Fulfilment Partner Address will be provided upon request.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.