Returns and refunds
In addition to the right to withdraw established and governed by the Italian Consumer Code (Leg. Decree 206/2005), because it considers Customer* satisfaction a priority and wishes to facilitate the return process, Freddy will also allow you to directly return the item purchased on www.freddy.com without having to state your reason for doing so and without having to notify Freddy of your decision in advance, within 40 (forty) days from the order date following the instructions on the package and also listed below.
Please note that it is not possible to request a replacement item. To purchase a different product, you will need to complete a new purchase. In addition, you cannot return products purchased from other websites (i.e. from websites that are not the official www.freddy.com website), or from brick-and-mortar stores.
If you wish to exercise your right to withdraw pursuant to current law (Leg. Decree 206/05) – which has stricter terms but which may also thus provide you with a quicker refund - click here for more information on how to proceed.
If, on the other hand, you want more information on the product guarantee pursuant to and in conformity with European Directive 1999/44/EC and Italian Leg. Decree 206/05, click here.
*any natural person who purchases goods for purposes that are not related to their professional activity or business, i.e. purchased WITHOUT providing a VAT no. on the order form.
What can I return?
- If you purchased multiple products in a single order, you can proceed with a partial return; for example, if you ordered multiple, different products, you can return just one. The partial return option is expressly excluded for all products which are sweatshirt+trousers or t-shirt+trousers sets, such as COMPLETE OUTFITS, TRACKSUITS, WR.UP®-IN TRACKSUITS AND OTHER GARMENT SETS. These products must be returned as a set. We will NOT accept partial returns containing just one of the two pieces that make up the product.
- All items sold by Freddy S.p.A. come with an identifying tag, which is an integral part of the item. The item being returned must be undamaged and complete, with all its parts (original product bag/packaging, tags, labels and additional accessories). We thus ask that you return all items without having removed the tag and without damaging the package. In addition, please remember that, pursuant to applicable laws and regulations, you will be responsible for the loss in value of items returned to Freddy S.p.A. due to having used the items in any way except for that necessary to verify their properties, characteristics and functioning.
- In any case, returns will not be accepted if the Customer has purchased custom-made or personalized products, or sealed items that are not suitable for returns for hygienic or health/safety reasons that have been opened after their delivery. For that reason, the following garments cannot be returned for health/hygiene reasons if the sealed package has been opened: underwear and socks/hosiery.
How do I return a product?
Detailed instructions on how to return a product are found in the form included with the package you’ll receive, and can be consulted here.
The item(s) to be returned must be given to the courier or the post office or another carrier no later than 40 (forty) days from the order date.
The goods can be returned by:
a) Shipping them via DHL using the prepaid label you will find in the package and taking your package to the nearest drop off DHL location, you can find yours here: https://parcel.dhl.co.uk/dhl-service-point/find-your-nearest/. If you need to return more than one product for the same order, please contact Freddy Customer Service for additional information on the shipping method. In this case, the costs will be covered by FREDDY. The shipment of the returned item(s) is under your responsibility until the parcel is picked up by DHL.
b) Shipping them via another courier or method chosen by you. If you decide to use a courier or method other than those provided for by our free return service, you shall bear all shipment-related costs, risks, and liabilities.
You can return products to Freddy simply by following the instructions above or, if you prefer, you can also notify us of your decision to return the item(s) via any suitable means of communication, though it isn’t necessary.
How should I prepare the package?
- If still in good condition, you can use the packaging the item was originally shipped in.
- The product must be undamaged, intact and complete with all of its parts (bag/original packaging, labels, tags, accessories included). Remember that you must also return the identifying tag with the item(s).
- Include a copy of the return form/statement, indicating the item(s) being returned and your reason for returning it/them in the package.
- If you decide to use the agreed courier, attach DHL’s prepaid return label on the outside of the package making sure you cover any other barcode labels previously applied. If you need a new label, please contact Freddy Customer Service (link) and ask for a new one. Please make sure you always use the return label provided by Freddy S.p.A., otherwise you will have to bear the shipping costs.
- FREDDY does not accept returns for items which are not in the same condition that they were received in.
Return processing timesIf you used the shipping method we recommended, you can track your shipment here https://parcel.dhl.co.uk/
Once DHL has picked up the parcel, it will take approximately 5-9 business days for it to arrive at our warehouse.
Once the package has reached our warehouse, the processing times are generally:
- the warehouse staff will verify, within 10 business days, that the items returned comply with the Return policy;
- if the contents are considered compliant with the Return Policy, the cost of the items will be refunded.
For information on refund time lines and methods, without prejudice to compliance with the 14 (fourteen) day term (starting from the moment Freddy was notified of your decision), please see the following paragraph.
Refund times and methods
If the products are returned correctly, you will be refunded all payments made to Freddy, including delivery costs, without undue delay and, in any case, no later than 14 (fourteen) days from the date we are informed of your decision to withdraw from the contract (in the absence of other communications, from the moment we receive the returned item). Please note that you will not be reimbursed for any additional costs resulting from choosing a shipping option other than the standard, least expensive method offered by Freddy. In addition, in the case of partial returns, the flat-rate delivery costs will not be refunded. The consumer expressly agrees that, in compliance with article 59, paragraph 1, letter a) of the Italian Consumer Code, any extra charge paid for the additional packaging service (gift wrap) will not be reimbursed if the consumer exercises the right of withdrawal and return within 40 days.
As established by applicable law, Freddy may suspend the refund until having received the item(s) or until the Customer has proven that the items have been shipped. Only after having received the returned item(s) from the Customer, or having received proof of their shipment, Freddy will issue a full refund. If it is found that the value of the items has decreased, Freddy will send an email noting the amount subtracted as a reduction of the refund. Freddy will then proceed with the refund of the amount due as quickly as possible. Without prejudice to the duty to comply with the 14 (fourteen)-day period to activate the process for refunding the Customer the sums paid to purchase the goods (the 14-day period commences as soon as Freddy S.p.A. is informed of the return without prejudice to the provision specified above as to the right to suspend the refund), the method of refund (and therefore, the time necessary for the amount to be credited) will depend on the method of payment used.
Refunds will be completed via the following methods:
A) PAYMENT VIA A SINGLE METHOD:
- Credit card, prepaid credit/debit card, Amazon Pay or PayPal: refunds will be credited via the method you used for the payment, unless the order has been partially cancelled due to items being unavailable. In that case, for technical and administrative reasons, any refund that is owed for products included in the part of the order that was not cancelled will only be made via Store Credit, which can always be converted to cash. The refund will be made in 2-5 business days after the warehouse staff has checked the returned item(s). Depending on the method of payment and on your bank, it might take 3 to 14 business days for the amount to appear on your account. NOTE: The time required to redeem the payment with some types of cards depends solely on the bank, and may in some cases be made on the natural expiry (usually 24-25 days from the date of authorization).
- Klarna - Payment in 3 installments: you will automatically be refunded the amount of the installments you already paid to the same card you used for the payment, while any outstanding installments will be cancelled. It may take up to 14 business days for your refund to appear on your account. In case of partial return, the amount will be first deducted from the outstanding installments, which will be reduced or cancelled, and if necessary, you will be refunded part of or all the installments already paid. For more information read Klarna FAQs: www.klarna.com
- Klarna - Pay Later: If the payment deadline has not yet expired, you will not be charged the amount of the returned product(s). Otherwise, the amount already paid will be refunded directly to the same card you used for the payment. It may take up to 14 business days for your refund to appear on your account. In case of partial return instead, you will only be charged the cost for the garments you want to keep and, if you have already been charged that amount, we will refund you in the same manner explained above. For more information read Klarna FAQs: www.klarna.com
- FREDDY360° credit: the value of the credit corresponding only to the items returned will be refunded to your FREDDY360° credit total.
- Coupon code: since, as indicated, the value of the discount is distributed across all the products ordered, to get a complete refund, you must return all the products included in the order. If you decide to return all the items in the order, a new equal-value coupon will be sent to you by Freddy's Customer Care Team. You can of course proceed with a partial return, but, in this case, you will be given Store Credit (which can be converted to cash as indicated above) equal to the price of the products returned minus the % discount applied to them. New coupons will not be issued for partial returns.
- Store credit: the credit will be issued in a measure equal to the value of the articles returned.
B) PAYMENT VIA MULTIPLE METHODS:
- If the payment has been made using a combination of Freddy 360 credit/a coupon code/Store Credit along with a credit card/prepaid credit-debit card/PayPal/Amazon Pay, the refund, first of all, will be completed by reactivating the Freddy 360 credit or the Store Credit, or by issuing a new coupon code, on a case-by-case basis. The difference, if any, will be reimbursed via Store Credit, which can always be converted to cash as indicated above. If said difference has been paid via Klarna, you will be automatically reimbursed for the amount relative to the instalment already paid directly on the card that you used to pay for the order, while the instalments which haven’t yet been paid will be cancelled.