RETURNS & EXCHANGE POLICY
We hope you love our jewels but in the circumstances you don’t please email customer services. We do not accept returns on Hair clips, Hair claws and Earrings due to hygiene reasons.
Returning an order:
Please email us at freenajewels@gmail.com OR DM us on our Instagram account @freena_hearts with the order number in subject and then reason for refund.
You will receive a reply within 24 hours and you may then send your return - please note that customers are responsible for all returns and need to be a trackable shipping method.
Please also message us a copy of the proof returns receipt as well as a tracking number.
Upon receipt of goods a refund will be immediately issued to the same card used to purchase items. Please allow 14 working days for the refund to appear in your account.
The customer is fully responsible for returning goods. Items should be returned new, unused, and with all labels still in tact. Returns that are damaged/scratched will not be accepted.
Please note that we may not accept liability for goods that are not sent trackable.
Exchanges:
Freena only offer refunds (unless faulty item is received). To exchange please return order and re-purchase.
Faulty Goods:
Goods are classified as faulty if they are received damaged or where a manufacturer fault occurs within 28 days purchase. Please kindly note that clips that are damaged as a result of wear and tear are not considered to be faulty. If you have a problem with your item please email or DM us with photos and be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be replaced and is found faulty.
Reply time:
Maximum of 24HRS response time on both emails or messages via Instagram.