Frequently Asked Questions

We've put together some answers to the questions we get asked most often. If there's something we haven't covered, please feel free to Contact Us.

BFCM FAQ

Are purchases made during Black Friday final sale?

No, orders placed during Black Friday are subject to our usual return policy.

Do you have a holiday return window?

No, orders placed during Black Friday are subject to our usual return policy.

I have a discount code, can I use it?

First time order and additional discount codes are not valid during this time.

When will my order ship?

Please allow 3-5 days for order processing at our warehouse during this time. Express shipping is currently paused.

Order Questions

When will my order ship?

We do our best to ship all orders within 2 business days.

If you ordered a preorder item, we will do our best to fulfill your item by the date indicated on the product page. Orders containing both preorder and in-stock products will ship together when all items are back in stock.

Can I edit my order?

We process and ship orders quickly, and cannot guarantee changes.

We're not able to accommodate order or address changes at this time, and suggest cancelling your order and placing a new one. To cancel your order, please contact us at hello@frejanyc.com asap with your 1) order number and 2) cancellation request, and we will do our best to accommodate.

Can I cancel my order?

We process and ship orders quickly, and cannot guarantee any order cancellations or changes.

Please contact us at hello@frejanyc.com asap with your 1) order number and 2) cancellation request, and we will do our best to accommodate.

What is your shipping policy?

We offer free standard shipping (2-7 business days) on all USA orders over $200.

Please visit our Shipping page for more information.

What is your return policy?

USA orders are eligible for refund when shipped back to us within 14 days of delivery, and eligible for store credit within 28 days of delivery. International orders and sample sale items are final sale.

Please click here to start your return or exchange: Returns Portal

We do not offer exchanges at this time, and suggest you return your item and place a new order for your desired bag.

Materials & Care

What materials do you use?

We exclusively use ultrafiber, a custom engineered premium recycled microfiber material.

Ultrafiber is made using water as a solvent (instead of petroleum-based DMF like traditional PU and PVC), and commonly used in applications like sporting goods and electric vehicle interiors.

How do I care for ultrafiber?

We suggest mixing a bit of mild soap with warm water and spot cleaning with a lint free cloth. Allow to air dry. When not using your Freja bag, we recommend that you store it in the original dustbag with the bag standing upright. Do not hang, or press or stack bags on top of one another. This is the best way to prevent creases and ensure your bag retains its shape for years to come.

Will the ultrafiber material soften over time?

Yes. While each bag will retain its structure and shape, the material itself (especially the handles) will soften and lose some of its initial "new bag stiffness" as you wear it.

What is your warranty policy?

We have a one year warranty against defects for all products. If you find a defect in your item, we will repair or exchange the item free of cost within one year of the purchase date. This does not apply to normal wear and tear such as scuffs, chips, or peels in the materials, stains, and changes in the appearance of the product which do not impair the functionality of the product.

More FAQs

Do you have any stores?

We do not have any retail locations at the moment.

Where is Freja made?

Freja bags are handmade in a medium-sized, family-owned factory in China. As a Chinese founder, it felt most comfortable for me to manufacture close to home and support the local industry. We searched for months for the perfect factory, starting with asking our friends and family for introductions. We found ten factories that met our requirements and whom were also willing to work with our small order quantities. 

This factory came out head and shoulders above the rest across the board, from communication to attention to detail, and we’re lucky to be working with them. You can read more about the process here. My dad and I were at the factory every day during our first round of production, learning exactly how the product was made, and personally ensuring that each Freja bag was absolutely perfect.

What is AfterPay, and how can I use it?

AfterPay is a way you can shop now, and pay later in 4 interest-free installments. You can select AfterPay as your payment method at checkout, and be approved immediately. Should you decide to return your item, your refund will also be processed through AfterPay.