FAQ
We've put together 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!
Order Questions
Can I edit or cancel an order?
We process and ship orders quickly, and cannot guarantee any order cancellations or changes.
Order 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.
Order Cancellations:
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.
Please visit our Shipping page for more information.
What is your return policy?
In case you change your mind, items 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.
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.
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?
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 (compared to the typical 2 year lifespan of PU), and our microsuede lining is the same one that luxury brands like LV and Gucci use inside their bags! Our textile factory is OEKO-TEX® certified (a global standard for verifing the human-ecological safety of textile and leather products in all stages of production).
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 FAQ
When will ___ come back in stock?
As we only manufacture in small batches, items can often sell out quickly.
We will do our best to update product pages with estimated restock dates. If you have your eye on a certain item, we encourage you to sign up on the waitlist as this helps us prioritize what to bring back!
Generally, it takes about 1-2 months for us to restock an item.
Where can I find Freja in person?
We're excited to share that select items are now stocked in Flying Solo at 419 Broome, New York, NY 10013.
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. We narrowed it down to our top 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. 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.
Our factory team is paid by hour, not by piece, and earn 2x minimum wage. This was important to me because it means that the workers are compensated for the quality and skill they offer, rather than productivity and output. Working hours are weekdays 8:30-6pm with a 2 hour lunch break. Meals are covered, and there is a daycare available for young children.
Update Feb 2023 - our factory now exclusively makes Freja bags :)
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.
What is Navidium Insurance?
All orders by default include Navidium shipping insurance, which is added to your cart at checkout for 2.5% of your order value. This will cover your package against loss, theft, or damage. If you would prefer to opt out of coverage, you can do so via the toggle button at the bottom of the cart side bar.
If you choose not to purchase insurance, you acknowledge that Freja New York is not liable for items that are lost, stolen or damaged in transit. If for any reason your item is lost after being marked “delivered,” please file a claim directly with the carrier.
