FAQ

TOP 5 POPULAR QUESTIONS:

1. How long does delivery take?

Following are our usual delivery timelines:

West Malaysia: 1-2 working days (via Ninjavan)

East Malaysia: 3-5 working days (via Ninjavan/ Poslaju)

Singapore: 4-6 working days (via Ninjavan)

Hong Kong: 3-4 working days (via Fedex)
 

2. How much is Delivery?

Great news, we offer FREE DELIVERY across Malaysia (both West & East Malaysia!). Delivery is also Free for orders above RM350 across Singapore, and similarly, Delivery is Free across Hong Kong for orders above RM800.
 

3. What is your Return Policy?

We offer a 7-days exchange policy for non-sale, non-swimwear, and non-accessories products. Products valid for an exchange can be returned to exchange for other sizes, different designs, or store-credit for future use. We do not offer cash refunds for products purchased in the wrong size, or found not to your liking.

Exchanges can only be made once for each product, and products purchased with full or partial store credits are not valid for further exchanges. There is no expiry for store credit. :)
 

4. Do you have a physical store? Can I try on products?

We are currently only operating online and do not have a location for browsing/ try-ons. However for your convenience, we offer self-collection from our warehouse in Petaling Jaya. 

Should you require fitting and sizing recommendations, send us your measurements via email DM or Whatsapp anytime! Be sure to follow us on Instagram where we make pop-up store announcements from time to time. ;)
 

5. How to arrange for Same day delivery via Lalamove?

To arrange for same day delivery, place your order on our website and under Shipping Options, select “Same Day Delivery in Selangor/KL (Mon-Fri 1-4pm, Applicable Lalamove Fee to be Paid to Driver, Please contact us to arrange)” and check out. DM our team on Instagram @shopfreyja OR Whatsapp us at +60168887784 with your Order ID ASAP, and we will make the arrangements for you!
 

Kindly Note:

+ Same day delivery is currently available within Selangor & KL, Between Monday to Friday 1pm-4pm
+ The Same day delivery service is chargeable by Lalamove, and the payment can be made in cash to your driver
+ Please contact us and allow us a few hours to prepare your order and arrange for Lalamove delivery


 


Q: How can I track the delivery of my order?

You will receive a shipping confirmation email from our warehouse once your order is on its way. Check the Courier company and tracking number in this email and track it at the following websites to view the up to date status. 
Ninjavan Malaysia
Ninjavan Singapore
Fedex

If the tracking page doesn’t show any updates, there may be a delay with your tracking being updated by the courier company. Please allow until your estimated delivery date for your order to be delivered.

If your products are coming from multiple warehouses, or are being mailed separately due to your order containing a backordered product, you will receive separate emails with different tracking numbers for the separate shipments.

 

Q: I would like to exchange/ return my product.

A: Please ensure that your:
1. Product is a non-sale item, not swimwear, accessories or bags
2. Product’s original outer packaging, product codes, hang tags & labels are un-removed and completely intact
3. Product is in brand new, unwashed condition without stains, damage or signs of being worn

Return steps:
1. Reach out to us at orders@shopfreyja.com or 0168887784 with your Order ID and name of returned product and we will send the return address to you.
2. Please provide us with the tracking details and name of returned product , and ensure that they arrive at the return address within 7 days for Malaysian orders, and 14 days for international orders. 
3. Once your returned product(s) arrive and is processed by our warehouse, your store credit will be uploaded to your account on the website. This usually takes 3-5 business days.
4. If you do not have an account on the website, please create one and provide us with your email address so we can upload the store credit to your account.
5. You will receive an email notification once your store credit is uploaded. Once it is credited to your account, it will be ready for you to use on all products in store.
6. Place your new order and we will have it dispatched to you.
 

Q: How long does delivery take?

A: Following are our usual delivery timelines:

West Malaysia: 1-2 working days (via Ninjavan)

East Malaysia: 3-5 working days (via Ninjavan/ Poslaju)

Singapore: 4-6 working days (via Ninjavan)

Hong Kong: 3-4 working days (via Fedex)
 

Q: What is your Return Policy?

A: We offer a 7-days exchange policy for non-sale, swimwear, and accessories products. Products valid for an exchange can be returned to exchange for other sizes, different designs, or store-credit for future use. We do not offer cash refunds for products purchased in the wrong size, or found not to your liking. Sale products are non-returnable/ exchangeable.

Exchanges can only be made once, products purchased with full or partial store credits are not valid for further exchanges.


Q: Do you have a physical store for try-ons?

A: No, we are currently only operating online. However for your convenience, we offer self-collection from our warehouse in Petaling Jaya. Browsing is however not available here.

Should you require fitting and sizing recommendations, send us your measurements via email DM or Whatsapp anytime! Be sure to follow us on Instagram where we make pop-up store announcements from time to time. ;)

 


Q: What is a Backorder?

A: Backorder products are products that are currently out of stock and in the process of being restocked. When your backordered product arrives, we’ll dispatch it right away and let you know the tracking details via email. Products on backorder are indicated in the product name like this:

e.g. Marlin Lace Bustier Jumpsuit (Backorder) = All sizes of this product is on Backorder status
e.g. Marlin Lace Bustier Jumpsuit (Size M on Backorder) = Only Size M of this product is on Backorder, Other Sizes XS, S & L are in stock.

 

Q: If my order contains a backorder item, will my ready stock items be mailed first?

A: Yes, only for Malaysian orders. International orders will be shipped altogether when the backorder item arrives.



Q: How to arrange for Same day delivery via Lalamove?

A: To arrange for same day delivery, place your order on our website and under Shipping Options, select “Same Day Delivery in Selangor/KL (Mon-Fri 1-4pm, Applicable Lalamove Fee to be Paid to Driver, Please contact us to arrange)” and check out. DM our team on Instagram @shopfreyja OR Whatsapp us at +60168887784 with your Order ID before 4pm, and we will make the arrangements for you!

Once your order is ready, we will arrange for the Lalamove driver to pick it up from our warehouse and send it to your address. Our team will share the driver's tracking link with you for you to be ready to receive your order. Please make the payment of the Lalamove delivery charges to your driver in cash upon their arrival.
 

Kindly Note:

+ Same day delivery is currently available within Selangor & KL, Between Monday to Friday 1pm-4pm
+ The Same day delivery service is chargeable by Lalamove, and the payment can be made in cash to your driver
+ Please contact us and allow us a few hours to prepare your order and arrange for Lalamove delivery



Q: How do I arrange for Self-collection?

A: To arrange for Self-collection from our warehouse in Section 19, Petaling Jaya, place your order on our website and under Shipping Options, select “Self-Pickup from PJ (Mon-Fri 1pm-5pm, please contact us to arrange)” and check out. DM our team on Instagram @shopfreyja OR Whatsapp us at +60168887784 with your Order ID, and we will make the arrangements and send you the pickup details (with the pickup confirmation, address and contact number)!
 

Kindly Note:

+ Self-collection is available between Monday to Friday 1pm-5pm
+ There is no additional charge for self-collection
+ Please only arrive at our warehouse after you have received a confirmed pickup time, as we require some time to prepare your order for you
+ Please ensure you have completed the payment before arranging the pickup as we do not accept cash during pickup


 


Q: How can I pay for my order?

A: FREYJA accepts different payment methods:

1. Credit Card/Debit Card
2. Paypal (Visa or Mastercard / American Express / Paypal Funds)
3. Online Bank Transfer
4. ATM Transfer/Cash Deposit

Here are the details of our bank account:

Bank: CIMB
Bank Account: 8009290462
Account Name: FREYJA Enterprise
Email address: Orders@shopfreyja.com

Upon completion of your payment, please upload your payment proof and details to the website here OR kindly send us the payment details as follows:

1. Bank Name:
2. Banking Date:
3. Banking Time:
4. Total paid amount:
5. Your Order No:
6. Photo of your transaction receipt

You can send the payment details to Orders@shopfreyja.com, or WhatsApp it to us at +60168887784.

Note: Your purchased products will only be delivered once we have received the proof of your payment.

 


Q: How do I place an order?

A: Easy. Follow these simple steps to place an order at FREYJA:

1. Click on the “Add to Cart” button on the product that you want to purchase.

2. Click “Continue Shopping” if you want to continue adding other products into the cart, or simple click “Checkout” to proceed to the checkout page.

3. Then, you'll be directed to a Log In page where you have enter your log in your account details such as Username and Password. If you don't have an account with us, you can register for an account before proceeding with payment.

4. Confirm your shipping address on the “Shipping Address” page and click “next.”

5. Select your shipping method and then click “next.”

6. After that, choose your payment method and click “next.”

7. Re-confirm your billing details, and make sure that you have read our terms and conditions and agree to them.

8. Now, you have to click “Confirm Order” to place the order.

9. Proceed with your payment with our provided bank details, and upload the proof of transaction under your order, or make your payment via Paypal, Credit & Debit Card.

10. Upon payment verification, your order will be processed and shipped out to your destination.
 

Q: How do I change my account's personal information and shipping address?

A: Follow these simple steps to change your account’s personal information and shipping address:

Log in to your account → Click on “Account Maintenance” → Edit your account information and shipping address here.



Q: I forgot my account password. How can I retrieve it?

A: Click on “Forgot Password?” and enter the email with which you have registered your account. After that, click submit and a verification message will be sent to the given email address. After receiving the verification message, you can now create a new password for your existing account.
 


Q: Can I cancel an existing order I placed?

A: Yes, you can only cancel the order If it is currently on pending status, or if you have not been charged for the order yet. Paid orders cannot be cancelled.
 


Q: How do I cancel a pending order?

A: You can also cancel a pending order by dropping an email at Orders@shopfreyja.com, with a title of “Request to Cancel Order” to inform us about the order cancellation.

 

Q: What is the products' transaction currency?

A: By default, we accept all transactions in Malaysian Ringgit (RM). You can change your currency option on the top right corner of the web page, and check out your cart in your currency via PayPal.
 

 

 

Q: Who is FREYJA and how do you pronounce it?

A: FREYJA is pronounced as FRAY.YA, with a Silent J.

FREYJA is a norse goddess with the qualities of beauty, love and kindness. She’s a kind, giving and powerful female figure in a patriarchal system, and is known to love a good thrill while looking all sorts of fabulous in her falcon feather cloak. ;)

 

 

Q: How to apply my promo code? 

A: Enter the exact promo code at checkout into the 'Discount code' box.
 

Still got a question that’s not been answered? Ask us at Enquiry@shopfreyja.com, or WhatsApp us at +60168887784. We’ll be glad to help! x