FAQ

Returns

How long do i have to return a product?

Fristads has a 30-day return policy for all purchases made through our web shop at fristads.com. Returns registered after 30 days from the receipt of the item will not be accepted. Terms may vary for dealers and contract customers, please refer to your partner agreement.​​​

Which items can be returned?

The returned items must be in new condition and in the original packaging with all tags intact. Items sent to Fristads without being registered in our digital return system or by our customer service will be sent back to the customer. Customised or special order garments cannot be returned. If you want to return something that is not within the agreed return policy or have other questions about returns, please contact our customer service or your representative at Fristads.

How do i return a product that I purchased at fristads.com?

If you have a Fristads Concept Shop account, we recommend that you register your return directly from the order page while you are logged in. From here, you have a good overview of your orders and can easily return products from multiple orders.

To return an item while logged in, follow these steps:
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  1.   Click on the admin icon in the upper right corner and select "My Orders."
  2.   Find the order with the products you want to return.
  3.   Select "Return."
  4.   Register your return in the pop-up window and follow the instructions.
  5.   Print your return label and send in your return. A confirmation of your return and a copy of your return label will be sent to the email address provided with the order.


If you don’t have a Fristads Concept Shop account, register your return in our digital return system. As an individual customer, you will need your order number and e-mail address to register your return. As a business customer, you need your customer number and order number to register the return. These can be found on your invoice or order confirmation. Please note that it is not possible to register returns from multiple orders simultaneously when you are not logged in to your Fristads Concept Shop account.

How do I return a product that I purchased from a dealer?

If you have purchased Fristads products from one of our dealers, we ask that you to contact them to process the return. The respective dealers’ terms and conditions apply.

Who pays for shipping costs for returns?

For purchases from our open web shop at fristads.com, returns are free of charge as long as you use the shipping label provided to you. For dealers and contract customers, please refer to your partner agreement for details on return shipping costs.

When do I get my money back?

The refund for your return will be made via the payment method you chose at the time of purchase. We will refund your money no later than 1-3 days after we received your package and 14 days from the day you registered your return. For returns where gift cards or discount codes were used as payment, please contact customer service for a refund on a new gift card. For customers with weekly or monthly billing, the refund will be credited when the invoice is sent.

I want to exchange one or more items, what do I do?

The refund for your return will be made via the payment method you chose at the time of purchase. We will refund your money no later than 1-3 days after we received your package and 14 days from the day you registered your return. For returns where gift cards or discount codes were used as payment, please contact customer service for a refund on a new gift card. For customers with weekly or monthly billing, the refund will be credited when the invoice is sent.

I received a delivery with the wrong number of items or the wrong item, what do I do?

If you received the wrong item/items, please register this as a return and indicate that you received the wrong item or the wrong quantity as the reason for the return.

I forgot to pick up my package, what happens now?

An uncollected shipment is not considered a valid return and will be charged a fee to cover Fristads’ shipping and administration costs. The standard fee is €35/£30 incl. VAT for individuals and €35/£30 excl. VAT for business customers, unless your partner agreement states otherwise. A new shipping cost will be added if you want us to resend the shipments.

Claims

How long do I have to file a claim?

All Fristads customers have 36 months to file a product claim, including our business customers. You should submit your claim request within a reasonable time, but no later than two months from when the defect or damage was discovered.

Which items can be returned as claims?

If an item is defective or damaged due to a production flaw, you have the right to return it as a claim. Claims for products worth up to € 100 RRP may be approved by the dealer that sold the product. For products worth € 100 RRP or more, the decision is made by Fristads quality department.

How do I register a claim for a product that I purchased at fristads.com?

If you have a Fristads Concept Shop account, we recommend that you register your claim directly from the order page while you are logged in.

To file a claim while logged in, follow these steps:

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  1.   Click on the admin icon in the upper right corner and select "My Orders."
  2.   Find the order with the products you want to return as claims.
  3.   Select "Claim."
  4.   Register your claim in the pop-up window and follow the instructions.
  5.   Explain what is wrong with the product and why you want to file a claim. Attach a picture of the damage for faster handling of your case. Our claims department will contact you within 1-3 days of registering the case.
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If you don’t have a Fristads Concept Shop account, register your claim in our digital return system. As an individual customer, you will need your order number and e-mail address to register your claim. As a business customer, you need your customer number and order number to register the claim. These can be found on your invoice or order confirmation. Please note that it is not possible to register claims from multiple orders simultaneously when you are not logged in to your Fristads Concept Shop account.

How do I file a claim for a product that I purchased from a dealer?

If you have purchased Fristads products from one of our dealers, we ask that you to contact them to process the claim.

What happens after i file the claim?

In line with our sustainability work, we primarily try to fix a product that has been returned as a claim. The second choice is to give you a new product. If neither of these options is feasible, we refund your money. Depending on the item's value and the extent of the damage, you may either keep the item or receive a prepaid return shipping label to send it in. You should get the repaired product or replacement within 10 working days from the day the claim is approved.

Who pays for shipping costs for claims?

Fristads covers all shipping costs associated with approved claims.

When do i get my money back?

We will refund your money no later than 1-3 days after we approve your claim and 14 days from the day you registered it. Refunds for claims are made via the payment method you chose at the time of purchase. For claims where gift cards or discount codes were used as payment, please contact Fristads customer service for a refund on a new gift card. For customers with weekly or monthly billing, the refund will be credited when the invoice is sent.

I’m a dealer and have a customer who wants to file a claim, what do i do?

As a dealer, you may accept claims for products worth up to €100 RRP on your own. Register the claims in Easycom and send them to our quality department monthly. For products worth over €100 RRP, please contact your sales representative at Fristads. If approved, register the claim in Easycom and send it to our quality department. Our first choice is to fix products returned as claims and the second choice is to offer new ones. If neither option is feasible, we give the customer the money back. If a product is newer than 30 days, you should give the customer a new product without offering a repair, provided that the claim is in line with our rules. The product is sent to our qualtiy department and registered in Easycom.