Fraktpolicy

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?

Shipping Policy

Shipping fees are calculated at checkout based on your location and order total. Rates are subject to change at any time — please refer to the checkout page for the most accurate shipping fee.

Standard Shipping: $6.99 Express Shipping: $9.99

Orders over $99 qualify for free Standard Shipping. You may upgrade to Express Shipping for an additional $5.99.

Extended Regions Some locations incur higher shipping fees due to additional handling or customs processing. The following regions are currently subject to a $15.99 Standard Shipping rate:

· Hawaii, USA · Saudi Arabia · European Union (Germany, France, Italy, Spain, Netherlands, Belgium, Portugal, Austria, Sweden, Denmark, Finland, Ireland, Greece, Poland, Czech Republic, Slovakia, Hungary, Romania, Bulgaria, Croatia, Slovenia, Lithuania, Latvia, Estonia, Luxembourg, Malta, Cyprus) · Australia

APO/FPO military addresses may also require additional shipping fees. Please contact us before placing your order if you have an APO/FPO address.

Additional regions may be added at any time depending on carrier updates and customs requirements.

Shipping fees displayed at checkout are final and will always reflect the most current rates.

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.

Shipping Issues & Lost Packages

We monitor every shipment closely. If you notice any of the following, please email us as soon as possible at shop@madebyfrey.com:

· No tracking updates for 7+ days,

· No delivery after 60 days, or

· Any abnormal logistics alerts (e.g., mistaken customs return),

Important Notes:

· Packages marked as delivered but not received: If a package is marked as delivered but cannot be located, please contact the carrier first, as they may be able to provide additional delivery details. Unfortunately, once a package has been successfully delivered to the address provided, we cannot be responsible for theft or loss after delivery. For added peace of mind, you may choose Shipping Protection at checkout.

· Order cancellations: Once an order has shipped, it cannot be canceled or refunded. If you need to make changes or cancel your order, please contact us before it ships and we'll do our best to help.

· Lost packages during transit: If a carrier confirms that a package has been lost in transit, we'll work with the carrier to investigate the shipment and assist you throughout the claims process.

· Failed deliveries due to incomplete address or unreachable phone: If the shipping address is incomplete or incorrect, or the carrier cannot reach the recipient when required, delivery may fail. In some international destinations, undeliverable packages cannot be returned and may be disposed of by local customs or the carrier. In these situations, we are unable to issue a refund, as the shipment could not be completed due to incorrect delivery information. Please double-check your shipping address before placing your order. We are unable to make changes once an order has been shipped.