Shipping Policy

1. Shipping Destinations

FREZZ™ currently ships to all European Union member states and the United Kingdom. We are continuously expanding our shipping coverage to serve more customers worldwide.

2. Order Processing

All orders are processed and dispatched from our fulfilment centre within 1–2 business days of receiving payment confirmation. Orders placed before 2:00 PM (WET) on business days are prioritised for same-day dispatch.

Orders are not processed on weekends or public holidays. You will receive an email confirmation with your tracking number as soon as your order has been dispatched.

3. Estimated Delivery Times

Delivery times are estimated from the date of dispatch and may vary depending on carrier delays, customs clearance, and local postal service conditions.

4. Shipping Costs

We believe great products should come with great service — and that includes free delivery. Every FREZZ™ order ships for free, no minimum spend required.

5. Order Tracking

Once your order has been dispatched, you will receive an automated shipping confirmation email containing:

• Your unique tracking number
• The name of the carrier handling your delivery
• A direct tracking link to monitor your shipment in real time
• An estimated delivery window based on your location

Tracking information may take up to 24 hours to update after your order has been dispatched. If you have not received your tracking email within 3 business days, please contact our support team.

6. Incorrect Shipping Address

Please ensure your shipping address is correct before completing your order. FREZZ™ is not responsible for orders that are delivered to an incorrect address provided at the time of checkout.

If you notice an error in your shipping address immediately after placing your order, contact us as soon as possible at hello@frezz.com. We will do our best to correct it before the order is dispatched, but we cannot guarantee changes once processing has begun.

7. Delayed Deliveries

While we strive to ensure timely delivery, delays may occasionally occur due to factors outside our control, including:

• High-volume periods such as Black Friday, Christmas, and seasonal sales
• Adverse weather conditions or natural disruptions
• Carrier network delays or operational issues
• Customs inspection or border control checks
• Incorrect or incomplete delivery address information

If your order has not arrived within the estimated timeframe plus 5 business days, please contact us and we will investigate with the carrier on your behalf.

8. Lost or Damaged Packages

In the unlikely event that your order is lost in transit or arrives in a damaged condition, FREZZ™ will take full responsibility and resolve the issue for you at no additional cost.

• Damaged on arrival: Please photograph the damaged item and packaging within 48 hours of delivery and email us at hello@frezz.com. We will arrange a free replacement or full refund.
• Lost in transit: If your tracking shows no movement for 10+ business days and delivery is overdue, contact us and we will open an investigation with the carrier and either resend your order or issue a full refund.

9. Failed Delivery Attempts

If the carrier is unable to complete delivery to your address, they will typically leave a notification card or send you an SMS/email with instructions to arrange redelivery or collect your parcel from a local depot or collection point.

Uncollected parcels are usually held for 5–14 days before being returned to us. If your order is returned, we will contact you to arrange redelivery. Please note that additional shipping charges may apply for orders returned due to failed delivery through no fault of FREZZ™.

10. Customs & Import Charges

🇪🇺 European Union: All orders shipped within the EU are dispatched from within the European Union. No customs duties or import taxes apply to EU orders. VAT is included in the price displayed at checkout.

🇬🇧 United Kingdom: Orders shipped to the UK may be subject to UK import duties and VAT at the current rate. FREZZ™ is not responsible for any customs fees, duties, or taxes imposed by UK authorities. These charges are the responsibility of the recipient and are determined by UK Border Force and HMRC upon entry.

We recommend checking the current UK import thresholds with your local customs authority before placing an order if you are unsure of the applicable charges.

11. Order Changes & Cancellations

We process and dispatch orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us immediately at hello@frezz.com.

• Before dispatch: We will do our best to accommodate changes or cancellations before your order enters the fulfilment process.
• After dispatch: Once your order has been dispatched, we are unable to cancel or redirect it. In this case, you may return the item under our 30-Day Return Policy once it has been delivered.

12. Need Help?

Our customer support team is always ready to assist with any shipping enquiry, from tracking your parcel to resolving delivery issues.