Shipping policy
Do you ship to my country?
Yes, we ship to most countries worldwide! If you're not sure whether we deliver to your area, just send us an email at shop@madebyfrey.com — we're happy to check for you.
Do I need to pay import taxes or customs fees?
No. You don’t need to pay any import taxes or customs fees.
How much does shipping cost?
The checkout page will automatically calculate the corresponding shipping fee based on the product price.
Standard Shipping: 6.99$
Express Shipping: 9.99$
Orders over 99$ get free Standard Shipping. You can add 5.99$ to upgrade to Express Shipping
Special Regions:
Some locations require a higher shipping fee.
Currently: Hawaii (USA) & Saudi Arabia — Standard Shipping: $15.99
(Other regions may be added depending on carrier updates.APO/FPO addresses may require additional shipping fees)
How long will it take for my order to arrive?
Total delivery time = processing time + shipping time
Processing Time
· Standard handmade items:
Usually ship within 0–3 business days.
During high demand, processing may take 5–8 business days.
· Heavy handmade items (intensive handcraft):
If in stock, they will also ship within 0–3 business days.
When order volume is high and additional production is needed, please allow 7–10 business days for processing.
· Special cases:
In rare situations such as fabric shortage or technical adjustments, we will notify you by email immediately.
Shipping Time
· Standard: 7-15 business days
· Express: 5-8 business days
Note: Excludes customs, weekends, holidays & unforeseen delays
Where will my order ship from?
Most orders ship from China. Some items may be sent from our small U.S. warehouse depending on seasonal demand and stock availability.
All products are handmade in our studio by Frey, who splits time between China and Japan to stay closely involved in making and sourcing fabrics. Materials are mostly Chinese handwoven textiles and Japanese designer fabrics, with a small portion from Europe. This approach helps ensure consistent quality and careful material selection for every piece.
How can I track my order?
Once your order is shipped, we will send you an email with the tracking information. Please allow 1-2 business days for tracking details to be available. You can track your order on our website’s Tracking Page.
Package & Lost Item Policy
We monitor every shipment closely. If you notice:
· No tracking updates for 7+ days,
· No delivery after 60 days, or
· Any abnormal logistics alerts (e.g., mistaken customs return),
→ EMAIL US IMMEDIATELY at shop@madebyfrey.com
Important Notes:
· Packages marked as delivered but not received: Once a package is marked delivered, neither we nor the carrier can take responsibility if it’s stolen. If your delivery location isn’t very secure, we recommend considering third-party shipping insurance at checkout — it gives extra peace of mind.
· Order cancellations: Once a package is on its way, we unfortunately cannot refund it. If you need to cancel, please email us before it ships, and we’ll do our best to help.
· Lost packages during transit: If the carrier confirms a package is lost, we’ll work closely with them to submit a claim and assist you throughout the process.
· Failed deliveries due to incomplete address or unreachable phone: If the address is incomplete or the recipient’s phone is off, the carrier may try delivery up to two times. After that, especially for international shipments, packages may be destroyed and cannot be returned. In these cases, the loss is the buyer’s responsibility, as both the carrier and we make multiple attempts to contact you.