This policy applies to all orders from freggoo.com, operated by VERVEN LIMITED (registered in Hong Kong: UNIT 1022, BEVERLEY COMMCENTRE, 87-105 CHATHAM RD SOUTH, TSIM SHA TSUI). By requesting a return, you agree to these terms.
1. Core Rule: Return Window
You must start a return request within 14 calendar days of receiving your order. We will NOT accept requests after this period—regardless of shoe type (long boots, short boots, sandals, etc.).
2. Eligibility for Returns (Shoe-Specific Rules)
To ensure your return is processed, shoes must meet these criteria (critical for footwear):
- Unworn & Undamaged: No signs of wear (e.g., scuffed soles on sandals, bent boot shafts, or stretched shoe uppers).
- Original Condition: All tags, packaging (e.g., shoe dust bags, boxes), and accessories (e.g., boot laces, sandal straps) must be intact.
- No Alterations: Shoes cannot be modified (e.g., cut boot heels, adjusted sandal buckles).
We reserve the right to reject returns that fail these rules—shoes will be sent back to you at your cost.
3. Who Pays for Return Shipping?
- Standard Returns (e.g., size mismatch, change of mind): You bear ALL return shipping costs (including international fees). We will NOT reimburse these expenses.
- Our Fault (e.g., wrong shoe sent, defective item): We cover return costs. We’ll send a pre-paid shipping label or reimburse your fees (after you share your shipping receipt).
4. Simple Return Process
Follow these 4 steps to save time (for busy urban schedules):
- Request a Return: Email us at [email protected] with your order number, photos of the shoes (showing tags/condition), and reason (e.g., “short boots too tight”).
- Wait for Approval: We’ll reply within 1–2 business days with our return address and a unique reference number (write this on your package).
- Ship the Shoes: Use a trusted courier (e.g., DHL) to send the shoes back. Keep your tracking number for reference.
- We Inspect & Refund: We’ll check the shoes within 2 business days of receipt. If approved, we’ll process your refund within 3–5 business days.
5. Refund Details
- Amount: You’ll get a full refund of the shoe’s purchase price. Original shipping fees (paid at checkout) are NON-REFUNDABLE.
- Timing: Refunds take 3–7 extra days to show up in your account (depends on your payment provider).
6. Non-Returnable Items
These cannot be returned:
- Custom-made shoes (if ordered).
- Shoes that are worn, washed, or damaged by you.
- Items without original tags/packaging.
7. Contact Us
For questions about returns:
- Email: [email protected]