At Frey., you can choose to have your order delivered to your doorstep or you can pick it up at our store.
Subject to the product availability, Frey. strives to dispatch all products ordered on www.frey-tailored.com within 24 hours after we received your order.
You will receive a confirmation e-mail stating that the goods which you ordered have been despatched to you (we shall call it the “shipping email” hereinafter). In the shipping email, You will be given an estimated delivery date , your parcel’s tracking number and the name of the shipment company. We will try our best to meet the estimated delivery date as will our selected third-party delivery service. You may experience a longer than expected delivery time subject to the destination. During high season and sale, delivery might take a little longer. You will need to sign a confirmation of receipt of the parcel on delivery. By doing so, you accept the responsibility for the products received from that moment onwards. If the recipient is not the purchaser himself/herself, by signing the confirmation of receipt, it is deemed to have accepted the responsibility for the products received has been transferred to you as if the parcel was received by the purchaser himself/herself and that such signed confirmation of receipt shall be the evidence of delivery and fulfilment of your order.
It should be noted that adverse weather conditions (e.g., Typhoon 8 and Black Rainstorm) may cause a delay in the delivery of your order. You will be notified by the carrier as soon as possible with the rescheduled delivery date and time of your order.
Delivery fee is applicable to all orders, excluding China and Hong Kong. Delivery fee will be calculated and charged when you proceed with payment at the checkout. Delivery fee varies subject to the destination of the delivery address.
Delivery fee will not be refunded unless it is an exceptional case, for example, if your entire order was faulty or incorrect.
You may choose to collect your order at our Hong Kong store. When you come to our store for pick up, you need to present your order confirmation number and your photo ID as a proof of identity. If you cannot collect the products by yourself, the collector will need to present the order confirmation, his/her photo ID together with the original authorization letter signed by you.
You will also need to sign a confirmation of receipt of the products at in-store collection. By doing so, you accept the responsibility for the products received from that moment onwards. If the collector is not the purchaser himself/herself, it is deemed to have accepted that the responsibility for the products collected has been transferred to you as if the products were collected by the purchaser himself/herself and that such signed confirmation of receipt shall be the evidence of delivery and fulfilment of your order. If you plan to come picking up your products at our store, please note that:
(1) If a Typhoon Signal No.8 or above or Black Rainstorm Warning is issued by the Hong Kong Observatory:
(a) When such signal or warning is hoisted before 9 a.m. and it’s lowered during business hours, our physical store will resume business within 2 hours when the Hong Kong Observatory announced that such typhoon signal or Black Rainstorm Warning is lowered
(b) When such signal or warning is hoisted before 9 a.m. and it’s lowered within 3 hours before the end of business hours, our physical store will remain closed for the day.
(c) When such signal or warning is hoisted during the business hours, our physical store will be closed immediately.
(2) If a Typhoon Signal No.3 or below, or Amber or Red Rainstorm Warning is issued by the Hong Kong Observatory, our physical store will operate as usual.
If you have further enquiries, please feel free to check our FAQs for further information and/or contact our Customer Care Team.