Please read the Returns Policy below before returning a product to Freedom. Starting a return is easy and we allow you up to 30 days after placing your order to return your item!
Starting a return is easy and we allow you up to 30 days after placing your order to return your item!
Before you start a return, you will need your order number which can be found on your order confirmation email and the postcode the order was shipped to.
Start your return HERE.
Please be aware that unless otherwise specified, you will be responsible for covering the cost of return postage to send the item back to us.
For domestic returns (Australian customers), there is a fee of $15 AUD to create a postal label during the returns process. This fee includes the creation of an Australian Post label that can be printed and attached to the return packaging. If you don't have access to a printer, you can also have the label scanned at an Australia Post location.
Once your return is scanned by Australia Post in the postal system, we will process your exchange, store credit, or refund.
For international returns (returns made from outside Australia), you will be responsible for the cost of shipping the product back to our warehouse for an exchange, refund, or store credit. We will process your exchange once the item arrives at our warehouse.
- Please note that clearance items purchased during a sale cannot be returned unless they are faulty.
- If your item is faulty or your order is incorrect, please contact us at help@befreedom.com.au.
- Items marked as 'Final Sale' cannot be returned for an exchange unless they are faulty. These items will be marked 'Final Sale' on the product page and will be clearly visible at checkout. This does not affect your statutory rights.
- If you believe that your item is eligible for return even though it is not accepted in our returns portal, please contact us at help@befreedom.com.au.
- Please be aware that gift cards cannot be returned or refunded for cash.
- Any shipping or shipping insurance fees paid are non-refundable.
IMPORTANT: It is important to keep the tracking information provided by your courier as proof of delivery. Freedom cannot be held responsible for lost parcels without proof of shipment. We are unable to initiate a return for a lost parcel without tracking information.
What items can I return?
We get it - sometimes something just doesn't work for you and you want to return or exchange. As long as item(s) are still in their original condition, you can return these up within 30 days of when your order was placed. Please see the below for any exceptions to this rule:
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Items marked as 'Final Sale' are not eligible for returns, exchanges, refunds, or store credit. These items will be marked 'Final Sale' on the product page and will be clearly visible at checkout. This does not affect your statutory rights.
- All phone cases can be returned if they haven't been used
- All crossbody chains and lanyard straps can be returned if they haven't been used
We will not accept returned items under the following circumstances:
- The item is not returned in its original condition: it has been worn, scratched, damaged, or is not in its original packaging.
- The item is returned outside of the specified time frame.
- Orders that are pre-order cannot be canceled.
In the rare event of breakage occurring due to a manufacturing fault within the first 6 months of purchase, the item will be covered under our warranty. This includes a one-time replacement of the same product or a gift card for the full amount paid, as well as the return of the damaged item. Please note that damage caused by personal wear & tear, mishandling, or not following our care instructions will not be covered under our warranty.
For information on how to care for your items, please refer to our Quality, Care, & Guarantee page.
When will I get my refund?
This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.
Good to knows...
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We only offer refunds onto the original payment method used to make the order.
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For purchases where a gift card is used to cover the full or part of the order total, the refund will be applied to the gift card first.
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Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
Can I combine multiple returns into one return?
Returns registered separately can't be returned in one package, even if they are from the same order. Combining the returns into the same package will slow down the refund process, so please package separately!
Please retain any proof of return postage receipts as we may need to view these as part of your return.
If you've already sent back multiple returns in one package, let us know so we can look into this for you.
Do you offer exchanges?
Exchanges are currently available on the following stores;
Australia & New Zealand, Canada, Denmark, Europe, France, Finland, Germany & Austria, Netherlands, Sweden, United States, United Kingdom (including at our London Retail Store for purchases bought in store or orders placed on our United Kingdom online site).
Exchanges are currently not available on our Norway, Switzerland and Rest of World stores.
Exchanges via Happy Returns can only be made for a different size of the same item, not a completely different item.
If you opt for an exchange, we're unable to ship out your chosen item until the item you're returning is scanned in at our warehouse. This means we're unable to pre-reserve any item(s) that are chosen for exchange.
If for any reason we're unable to process an exchange, you'll receive an email confirming a refund to your original form of payment. A refund can take up to 5 working days to be processed and returned to your account.
Received a faulty or incorrect item?
For information on what to do with a faulty item, check out our faulty item article HERE..
For information on what to do if you've received an incorrect item, see our incorrect item process HERE.