FAQQ

Frequently Asked Questions

*COVID-19 Updates*

To our Freja family,

Your health and safety are everything to us, as you are at the heart of everything we do. And even though our founder Jenny has been the only person handling packages, as of March 29th we have decided to temporarily pause our operations in light of the current situation.

Here's what that would look like:

1. All orders placed after March 29th will be shipped on April 30th.

2. We are giving everyone who places an order during this time $30 off their Linnea tote. Please use code TOGETHER to apply this discount, and thank you for supporting us. 

3. Unfortunately, we won't be able to process any returns right now. We're asking you to please hold on to your returns until April 30th, and we will process them immediately when we get back to the office. Don't worry, all returns windows will be extended accordingly!

Thank you for bearing with us. We hope that these extra precautions give you reassurance during this time of uncertainty. But, most of all, we hope that you’re staying safe and healthy. If you have any questions whatsoever, please reach out.

Lots of love,

Jenny - Founder of Freja New York

 

General

  • What is Freja?

    Freja is an impact-driven brand that's rethinking the accessories women carry every day. We’re obsessed with pairing luxury craftsmanship with elegant functionality, 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: hello@frejanyc.com. 

  • Where can I buy Freja?

    At the moment, only on our website! We have dreams of opening a pop-up shop in NYC someday, so make sure to follow us for updates!

Shipping

  • Where does Freja ship?

    Freja currently only ships to the USA, but we are working hard to bring Freja to all countries around the world. Stay tuned!

  • How long does shipping take?

    We’re excited for you to receive your Freja bag, so we will try to process your order within 1 business day (not including preorder items). Standard shipping is always free, but we also offer rush shipping for those of you who can’t wait: 

    1. Standard shipping (3-5 business days): FREE
    2. Rush shipping (1-2 business days): $30

     

    Please note: Rush shipping is only available to the 48 contiguous states and do not include processing time. Our team (that’s me!)  and shipping partners take a much deserved break on weekends and national holidays, so orders placed over the weekend will be shipped the following Monday.

    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 hello@frejanyc.com 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 hello@frejanyc.com and we’ll locate your package!

  • I made a mistake on the shipping address, can I change it?

    Please reach out to hello@frejanyc.com 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!

Returns

  • What is your return policy?

    We’re sorry you didn’t love your Freja bag. Please reach out to hello@frejanyc.com with your order number and we'll make it right! 

    Please request a return within 30 days of receiving your order, and ship the returned item back to us within 7 days of receiving your return shipping label. Items must be in original condition with tags attached.


    We offer free returns on all purchases, and you will be refunded in full to your original form of payment. Original shipping fees (for those of you who chose rush shipping!) cannot be refunded.

  • Help! I received the wrong/defective item.

    Oh no, we’re so sorry about that! Please email  hello@frejanyc.com and we’ll make it right. 

Product Care

  • 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 the bag, 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, to put it simply, 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. 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. 

General

  • What is Freja?

  • Freja is an impact-driven brand that's rethinking the accessories women carry every day. We’re obsessed with pairing luxury craftsmanship with elegant functionality, 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: hello@frejanyc.com. 

  • How sustainable are you?

    We take the utmost pride in doing our part for people, animals, and the earth, which means being meticulous about the ingredients that go into our products. 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!

Shipping

  • Where does Freja ship?

    Freja currently only ships to the USA, but we are working hard to bring Freja to all countries around the world. Stay tuned!

  • 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, but we also offer rush shipping for those of you who can’t wait: 

    1. Standard shipping (3-5 business days): FREE
    2. Rush shipping (1-2 business days): $30

     

    Please note: Rush shipping is only available to the 48 contiguous states and do not include processing time. Our team (that’s me!)  and shipping partners take a much deserved break on weekends and national holidays, so orders placed over the weekend will be shipped the following Monday.

    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 hello@frejanyc.com 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 hello@frejanyc.com and we’ll locate your package!

  • I made a mistake on the shipping address, can I change it?

    Please reach out to hello@frejanyc.com 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!

        

Returns

  • What is your return policy?

    We're sorry you didn't love your Freja New York item. Please reach out to hello@frejanyc.com with your order number and we'll make it right! For all our USA customers - your return is on us. 

    Please request a return within 30 days of receiving your order, and ship the returned item back to us within 7 days of receiving your return shipping label. Items must be in original condition with tags attached.

    We offer free USA returns on all purchases, and you will be refunded in full to your original form of payment. Original shipping fees cannot be refunded.  

    Help! I received the wrong/defective item. 

    Oh no, we’re so sorry about that! Please email  hello@frejanyc.com and we’ll make it right.

Product Care

  • 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, to put it simply, 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. 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.