Refund policy
Return and Refund Policy
At Frera, we follow Swedish laws and regulations regarding the right of withdrawal, returns, complaints and refunds.
Right of withdrawal
As a private individual, you have a 14-day right of withdrawal from the day you received your item. If you want to cancel your purchase, you must clearly notify us within the withdrawal period.
You can request a return through your customer account/order status in our webshop. There you can select the order, choose which products you want to return and submit your return request to us.
When requesting a return, you need to state which order it concerns, which products you want to return and the reason for the return.
Request a return
To start a return, click the button below and log in with the email address used for the purchase. You will then receive a one-time code and can select the order you want to request a return for.
Once the return has been submitted, we will review your return request. If the return is approved, you will receive instructions on how the item should be sent back.
If you cannot find your order or if the return flow is not available, you can contact us at kundservice@frera-hf.se.
Return shipping
Returns are made at your own expense, unless the item is defective or we have packed the wrong item. We do not offer free returns.
For cancelled purchases, we do not purchase prepaid return labels. You as the customer are responsible for the return shipping.
Returns must be sent as a letter or parcel, not cash on delivery.
It is important that the parcel is sent as a business parcel directly to our warehouse and not to a private person or parcel pickup point. We do not collect parcels delivered to pickup points. We only accept returns that are delivered directly to our warehouse.
Return address
Frera of Sweden AB
Smedjegatan 15
695 32 Laxå
Sweden
Condition of the item when returned
You are required to keep the item in the same good condition as when you received it. You may carefully examine the item, but it must not be used in a way that affects its condition, hygiene, value or ability to be resold.
If the item has been handled more than necessary to determine its characteristics or function, a deduction for diminished value may be made from the refund.
Products that cannot be returned
Products that are custom-made, personally adapted or have been given a clear personal character are normally not covered by the right of withdrawal.
For hygiene reasons, earrings cannot be returned if the packaging, seal or safety seal has been broken.
How to make a return
To return an item, request a return through your customer account/order status in our webshop. Click the “Request a return” button, log in and select the order from which you want to return products.
When the return has been approved, you will receive instructions on how the item should be sent back. The item must be returned to our warehouse according to the instructions.
Refund
Refunds are made through the same payment method that was used for the purchase.
Once we have received and checked the return, we will process the refund. If the item is in its original condition, the amount for the returned item will be refunded. If the item is not in its original condition, we will contact you.
If you exercise your right of withdrawal, we will refund what you paid for the item as soon as possible, and no later than within 30 days from the day we received the item back.
You pay the return cost yourself when you send the item back. We cover the return cost in the case of an approved complaint or if we have sent the wrong item.
Complaints
If a product is damaged, defective or if you have received a different product than the one you ordered, you can contact us to make a complaint.
Email us at kundservice@frera-hf.se and attach a clear description of the problem as well as a photo of the item or items in their current condition.
In the event of transport damage, we ask you to contact us as soon as possible after receiving the parcel, preferably within 48 hours, so that we can handle the matter with the shipping company.
If the complaint is approved, you will either receive a new product free of charge or a refund including any shipping cost.
Why do we not offer free returns?
At Frera, we want to create a webshop that is sustainable from a return perspective.
Returns cost money for companies and also affect the environment through extra transport, packaging materials and handling.
Our aim is to help you make the right choice from the start. That is why we work with clear product images and detailed information about each product.
If you are unsure about fit, color or anything else, we are happy for you to email or chat with us, or visit our store in Laxå.
In this way, we reduce unnecessary returns and can instead use resources for new collections, better service and a better experience for you as a customer.
