Shipping and Returns Policy
Deliveries to Ireland can arrive between 1 – 4 business days .
All orders made before 10pm are marked for being shipped out the next business day for delivery, any/all orders afterwards will be shipped out the following business day.
Deliveries are collected and shipped out between Monday to Friday (excluding Public Holidays and weekends).
How much does it cost?
- Standard delivery charges a flat rate of €10.
- Priority delivery charges a flat rate of €15.
All deliveries outside of Ireland vary in price.
Can I track my order?
Delivery is fully tracked, and emails are provided by the carrier to us. If you wish to receive the tracking details of your order, email [email protected] with the subject Tracking and we can relay those details onto you.
We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse and once we receive your email.
What if I’m not at home when the delivery arrives?
If you’re not available to take delivery of your parcel, the carrier will leave a delivery card at the given residence and try delivering the order the following available day. If this continues the carrier will try contacting you with the phone number given with your order.
Freckles Returns Policy
For any and all returns/exchanges, firstly, reach out to our Customer Support Team ([email protected]) explaining your reasoning for returning your item(s) and they will gladly send you a Return Form for your item(s).
For all details involving returns and exchanges please read the articles below to fully understand our return policy terms.
Returning a faulty or incorrect item?
We want to sort out any issues with faulty/incorrect items straightaway.
As soon as you discover a fault/incorrect item, please contact our Customer Support Team ([email protected]) and include the following details in your report:
- Your full name
- Order number
- A description of the fault
Returning an unwanted item?
We understand that sometimes something isn’t what you expected or favour something else and you want your money back. As long as an item is still in its original condition we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
If you return an item requesting a refund within 28 days of receiving it, we’ll give you a full refund by way of the original payment method.
If you return an item requesting a refund within 29 and 45 days of receiving it, we’ll give you a Freckles gift voucher for the amount equivalent to the price you paid for the item.
We aim to refund you within 5 days of receiving the returned item.
If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch.
After the 45 day return window?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact the Customer Support Team ([email protected]) with the order number and the missing item’s description. We will resolve the issue for you as quickly as we can.
Can I exchange my item?
We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then you’ll need to place a new order.
Keep it clean
Some items can’t be returned, like used christening candles or personalised items. Please check product descriptions before you order. If you want to return any items, make sure they are returned in their original packaging and intact of any markings/signs of damage.
Please email us if you find any markings/signs of damage as soon as you receive your order to organise with us a solution.
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with scratched/damaged soles may not be accepted and may be sent back to the customer.
It’s completely accepted to try an item on, but please don’t wear it if you intend to return it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.
All returned items should be sent in their original condition and packaging where possible, including tags (e.g. shoes should be returned with the original shoe box).
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
We’re not responsible for any items that are returned to us by mistake. If we’re able to locate the items and you’d like these returned to you, we may ask you to cover the delivery cost.
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning a noticeable amount of items or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with our Customer Support Team ([email protected]) and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact our Customer Support Team. They’ll give you a return label although you’ll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
*We try our hardest to meet all delivery times, but occasionally, there may be delays, especially during busy periods (including sale and around the holidays). There might also be other factors such as postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We try to keep all our customers as updated as we can though. If you have any other issues, feel free to contact Customer Care, through [email protected] Please see the checkout page for up-to-date estimates of delivery times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. We’ll always work hard to keep these temporary changes to a minimum. We can’t be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.