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 drop us an email hello@frejanyc.com or message us @frejanyc and we'll get back to you shortly!

*COVID-19 Updates*

We ship on weekdays. Our team is wearing gloves and personal protective gear whenever handling packages, and reducing points of contact whenever possible. If you have any questions whatsoever, please reach out at hello@frejanyc.com. <3

General

  • Tell me about Freja!

    We make classic modern bags in the best vegan materials. Each bag is designed with a focus on functionality, and is made to order as part of a limited run collection. We take the utmost pride in doing our part for people, animals, and the earth, which means releasing small, made-to-order collections, being meticulous about the ingredients that go into our bags, and minimizing overhead and waste whenever we can.

    Our second collection will be available to preorder in mid October.

  • I'd like to buy a bag but I'm not able to?

    We launch small collections of bags a few times a year. Working with limited batches means we can focus on quality, reduce waste, and offer a wider selection of items that we otherwise wouldn't be able to. It's also more meaningful for our artisans, who spend hours crafting each bag, to know their work will be cherished by another human.

    The best way to find out about our launches is to sign up for our mailing list or follow us on instagram @frejanyc! Most of our items will be made available for preorder first. We will occasionally produce a few extras which will be available for immediate shipment. We operate on a preorder basis because we made a few too many for our first collection, and don’t want that to happen again. We encourage you to join the waiting list for any bag you'd like!

Shipping

  • How long does it take to receive my bag?

    PREORDERS: After we receive your preorders, our factory begins handcrafting each bag. The entire process takes around 4-6 weeks, during which time I'll keep you updated on the progress. Please refer to the estimated shipping date on the product page. We will do our best to deliver your item by the indicated date, and will keep you notified of any changes!

    REGULAR ORDERS: Shipping time averages about 2-5 business days for items we have in stock. 

    We offer free USA shipping on all preorder and regular orders. If you are located outside the USA and would like to purchase a bag, please reach out to us at hello@frejanyc.com!

  • 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! We cannot be held not liable for an item once it ships.        

Returns

  • Can I return my bag?

    Of course! 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 (preorder or regular order) for any reason, we'll make sure it goes to a happy home to the next person on the waitlist. Please send an email to hello@frejanyc.com with your name and order number within 14 days of delivery and we'll send you a return label to use for the return shipment.

    We offer free returns on all USA orders.  

Product Care

  • How do I care for my Freja items?

    It's easy! 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!

    Did you know? Water-based ultrafiber is designed to be highly durable, waterproof, flame-retardant, air-permeable, and most importantly, last for over ten years. Compare that to the typical two year lifespan of regular PU leather.

  • 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 (yay!). 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.