Refund policy

At Made by Frey, every piece is thoughtfully handmade in small batches. We truly value every customer and take responsibility for what we create and ship.

Before Shipment — Cancellations & Refunds

If you have placed an order but it has not yet shipped, you may request a cancellation by contacting us at shop@madebyfrey.com.
We will do our best to cancel the order before it is shipped, and refunds are generally processed within one week.

Once an order has shipped, refunds cannot be requested except for confirmed quality issues.

Exceptions — Our Responsibility

If your order arrives with significant damage or there is a clear mistake on our part, please contact us within 7 days of delivery.
In these cases, we will take full responsibility and work with you toward a fair solution, which may include compensation or a replacement where appropriate.

Non-Quality Issues — No Returns or Exchanges

For all other situations not related to quality issues, we do not accept returns or exchanges.

Because of the handmade nature of our work and international shipping, returned items cannot be resold as new. This policy helps us stay fair to all customers while continuing to create each piece with care and integrity.

Why We Don’t Accept Returns or Exchanges

· Each item is handmade and not mass-produced. Returned items cannot be resold as new.
· International return shipping is expensive and carries a high risk of loss or damage.
· As a small independent studio, absorbing return and reshipping costs would impact our ability to create sustainably.

For these reasons, all sales are final unless there is a confirmed quality issue.

Before You Order — We’re Happy to Help

If you’re unsure about sizing, color, fabric details, or whether a piece suits your needs, we warmly encourage you to reach out before placing your order.

You’re welcome to contact us via email or Instagram. If you’d like extra reassurance, we can also provide photos or a short video for confirmation before shipment.
We believe clear communication upfront is the best way to protect both you and us.

Please Note

· Minor variations in color, fabric placement, texture, or stitching are natural characteristics of handmade items and are not considered defects.
· Product photos are taken with care, but slight differences may occur due to lighting or fabric availability.

Custom & Sale Items

· Customized or personalized items are final sale.
· Sale items and gift cards are final sale.

Contact Us

If you have any questions before ordering, feel free to reach out at
shop@madebyfrey.com or via Instagram — we’re always happy to help.

Thank you for supporting handmade work and small creators.
Your understanding truly means more than you know.