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FAQ

FREQUENTLY ASKED QUESTIONS

We have included answers to some of our most common questions below, but if you still can't find what you need please send us an email here or chat with the Freya Branwyn support team using the 'message us' feature on the bottom right of the website homepage.

WHERE ARE YOU BASED AND WHERE DO YOU SHIP FROM?

We are an established UK based company. All of our shipments are sent directly from our UK warehouse.

DO YOU SHIP INTERNATIONALLY?

Yes. All of our items are shipped directly from our UK warehouse using high quality international logistics partners.

HOW MUCH IS SHIPPING?

Worldwide Standard Shipping £5.95
Tracked International Shipping £9.95

UK Standard Shipping £3.99
UK Next Day (order before 3pm) £7.99

WHEN WILL MY BE DISPATCHED?

We aim to process and ship all orders within 24 hours.

WHEN WILL MY ORDER ARRIVE?

All Freya Branwyn items are shipped directly from the UK. You will receive an email confirming your order and a second email notification when the order has been dispatched. We aim to ship all orders within 24 hours.

Standard domestic UK shipping times are 3-5 days and we also offer a next day delivery service for orders placed before 3pm.

Standard International orders take 7-9 days, anywhere in the world. We also offer and express tracked international service on a 5-7 day basis.

WHY HASN'T MY ORDER ARRIVED?

If your order has not arrived within the time-frame specified try the following:

  • Check your order confirmation email to ensure we have your correct delivery address and contact details
  • If you were out at the time of delivery, our delivery driver will have left a card to tell you where your parcel is i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch
  • If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our best to locate your parcel straightaway.

HOW CAN I GET MY TRACKING NUMBER?

If you have chosen a tracked service an email will be sent upon dispatch of your order, which will also include a tracking number and a link to check the current transit status of your parcel. Please allow 48hrs for the tracking number to become active as our courier systems update.

Please note on rare occasions customs and import procedures in your local country may impact delivery times. Any such delays are unfortunately beyond our control.

HOW DO I KNOW MY ITEM WILL FIT?

We try to ensure all sizing information is available on product pages and where possible we make items adjustable so they can accommodate all size variations.

Bracelet sizing information can be found here and ring sizing here

Our wrap bracelets have three closures in most cases to suit different wrist sizes and it is possible to undo the final knot in the cording and re-tie for larger wrists. Please not we are not responsible for any damage to the bracelet caused my any such adjustments made by the customer.

I AM WORRIED ABOUT DATA PRIVACY?

We understand that you may be worried about data privacy and security. Please rest assured that Freya Branwyn is a highly ethical company and we take data protection and security very seriously.

Freya Branwyn is committed to providing 100% confidence to our customers in the security of their purchase and the treatment of data. Our systems and processes use the latest secure technology and adhere to the very latest standards in data protection (GDPR. If you are interested in learning more, please refer to our Data Privacy Policy. If you have any concerns or questions about data privacy please contact ushere.

HOW DO I RETURN SOMETHING?

We sincerely hope that you will fall totally in love with your Freya Branwyn purchase and be 100% satisfied, like our many happy customers, however if you would like to return your item please refer to our returns policy
here

WHAT IS 'MY WISHLIST'

My Wishlist helps you to keep track of your personalised favourite Freya Branwyn items and to share them with other people, which is great for gift ideas.

To create a Wishlist you will need to log in or create an account. Please be assured that your data is subject to our usual very high standards of data protection and privacy.

DO YOU SELL GIFTCARDS?

Yes! Freya Branwyn gift cards are a great way to give someone the gift of choice. We offer gift cards at varying values and these can be purchased here.

After ordering a gift card, you will receive an email that contains a unique gift card code that they can be used at checkout to redeem its value. This email can either be printed and given to the recipient or forwarded just like a normal email.

Buying a gift for somebody can be quite challenging, you don’t want to look like you haven’t put any effort in, so you will try your hardest to find a gift that represents them but this can be very problematic! Fortunately, there is a way around this in the form of a gift card as it places the power in the receiver’s hands to choose a present of their choice.

AN ITEM I LOVE IS OUT OF STOCK, WILL IT BE BACK IN STORE SOON?

If an item is out of stock and we expect to have more available shortly, you will see a message 'Item out of stock - notify me'. To receive an email notifying you when the item becomes available, please enter your email in the box and select the 'Email Me' button.

HOW CAN I PAY?

We accept all major credit cards, google pay, apple pay and Paypal payments. If you are having any difficulty with payment please send us an email here or chat directly with the Freya Branwyn support team by using the 'message us' button on the bottom right of the website page.

I HAVE A DISCOUNT CODE, HOW DO I CLAIM IT?

You can redeem your discount at the final stage of the checkout process. To apply your discount code:

Select 'Buy now' on the product page
Select 'Chekout' on the cart page
Enter your discount code in the 'Gift card or discount code' box and select 'Apply'

If you have any difficulty applying your discount code please contact the Freya Branwyn support team by email hereor chat on the bottom right of the website using 'message us'

WILL I HAVE TO PAY CUSTOMS OR DUTY CHARGES?

For EU customers there will be no charges.

For customers outside the EU in almost all cases orders will not incur any duty or customs charges. 

However in certain countries if the order is of a significantly high value, it
 may be subject to taxes, fees, levies or other charges due to local laws or customs rules.

On these rare occasions, the recipient of the is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. The person receiving the goods, not the person placing the order, will receive a separate request for payment of these charges. If you're ordering products to be delivered to someone else, make sure that they're aware that they'll need to cover this before you order. Unfortunately we have no control over these charges and cannot predict what they may be, so we can't offer assistance on these processes. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there.

WHY DO I NEED A PASSWORD?

Your password is unique to your email address and ensures that your account details remain secure.

When you create a password it allows you to access your account information. Your contact, delivery and payment details will be stored within your account and you will not have to re-enter them again when you make your next order. Having a password also means that you can use the wishlist feature on the site to track your favourite items and share with your friends, which is great for gift ideas.

CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Your delivery address does not have to match your billing address; you can choose where you’d like to have you order delivered i.e. home, work, or a family member’s address.

I'M HAVING TECHNICAL PROBLEMS, WHAT SHOULD I DO?

Contact us and we’ll be glad to help.