Frequently Asked Questions
To my Freja family,
I hope you are staying healthy and safe during this time of uncertainty. We have resumed shipping but are operating at a reduced level out of an abundance of caution. Thank you for your patience!
Here’s what that looks like:
1. We ship orders every Tuesday. If you need your bag sooner, please email us at firstname.lastname@example.org or text us at 646.306.6838 with your order number and we will do our best to expedite your item!
Our team is taking every precaution to sanitize everything and reduce points of contact with the packages, including wearing gloves and personal protective gear. This unfortunately means we (very sadly) must forgo including a personal note with your item, but we are so very grateful for each and every one of you.
2. We are offering everyone who places an order during this time $30 towards future purchases. The discount code will be sent when your item ships.
Thank you for bearing with us during this challenging time. If you have any questions whatsoever, please reach out at email@example.com or text us at 646.306.6838. In the meantime, please stay safe and be well.
Lots of love,
Founder of Freja New York
What is Freja?
Freja is an mission-driven brand that's rethinking the accessories women carry every day. We’re obsessed with pairing luxury craftsmanship with elegant functionality and timeless design, and seamlessly modernizing the way you live, work, and travel.
All Freja New York items are handmade in limited quantities and upheld to the highest quality standards. Each collection furthers our mission to promote sustainable craft to a luxury level while supporting a responsible supply chain.
Questions? We’d love to hear from you! Email us: firstname.lastname@example.org.
- What about sustainability?
We take the utmost pride in doing our part for people, animals, and the earth, which means focusing on quality by only releasing small product launches, being meticulous about ingredients that go into our products, and minimizing overhead and waste whenever we can. You can read more about our dedication to sustainability here.
- Where can I buy Freja?
At the moment, only on our website! There are whispers of a pop-up shop coming to NYC soon though, so make sure to follow us for updates!
- Where does Freja ship?
We offer free shipping for all USA orders. If you are located outside the USA and would like to purchase, please email us email@example.com
- How long does shipping take?
We’re excited for you to receive your Freja New York bag, so we will try to process your order within 1 business day (not including preorder items). Standard shipping is always free, and takes approximately 3-7 business days.
Shipping timelines are estimates, please refer to your tracking information for exact delivery dates.
- How can I cancel my order?
If you need to cancel an order or make a change to it, please email firstname.lastname@example.org ASAP and we’ll be glad to help you out.
- Help! I’m having issues with my tracking number!
Sorry about that! It can sometimes take a day or two for your item to start tracking. If your tracking status hasn’t updated after 2 days, please email@example.com and we’ll locate your package!
- I made a mistake on the shipping address, can I change it?
Please reach out to firstname.lastname@example.org ASAP and we will do our best to direct the package to the correct address. This won’t be possible if the item has already shipped, so please double check all addresses before confirming your order! We are not liable for any items once it ships. If your tracking number shows that your package was delivered but you did not receive it, please contact the mail carrier for more information.
- What is your return policy?
We spend months making each item the very best it can be, and hopefully that means a bag that you love! But if you’d like to return your bag for any reason, we accept returns within 14 days of delivery. Please send an email to email@example.com with your name and order number and we'll send you a prepaid return label to use for the return shipment. We offer free returns on all USA orders.
Please ensure that items are returned in original condition with tags attached, within 21 days of delivery. Items received outside this window will be eligible for store credit. We reserve the right to refuse items returned in used condition.
You will be refunded to your original form of payment. If you made your purchase using Afterpay, your return will be issued by them. Original shipping fees (if any) cannot be refunded. Please allow 5-7 days for us to process your return. Only one return per order will be processed.
- How do I care for my Freja items?
To clean ultrafiber, just mix a bit of mild soap with warm water and wipe 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!
- Does Freja have a warranty?
All Freja items come with a one year warranty. We guarantee the product against defects in workmanship for one year from the date of original purchase, and will gladly repair or exchange defective items within this time frame. Normal wear and tear is not covered under this warranty.
- So, what exactly is ultrafiber?
Ultrafiber is a premium woven fabric created using a layer of polyurethane resin over bundles of ultra-fine microfiber. Unlike standard polyurethane, the process of making ultrafiber is toxin toxin-free and requires only a fraction of the water (5%) and energy (45%) to produce (woohoo!). Water-based polyurethane is also designed to be highly durable, waterproof, flame-retardant, air-permeable, and most importantly, last for over ten years. That’s much better than the typical two year lifespan of your typical PU leather.
- Where is Freja made?
Freja bags are handmade in a medium-sized, family-owned factory in China. As a Chinese founder, it was important to 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. We narrowed it down to our top 4 factories, which we visited and also commissioned to make the first round of samples. 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.
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.
Our products are lovingly designed by our founder in New York City.