Delivery & Returns
Shipments are made using Canada Post / UPS / DHL (our shippers). We process orders Monday through Friday and please allow 2 days order processing time (Add to calculated deviant delivery date). No deliveries will be made on weekends or holidays.
While Freyja Wool Store and our shipper will make every effort to get your order to you within the allotted time, international customs processing may occasionally delay shipments.
For detailed information regarding delivery time, please visit Canada Post/UPS/DHL websites. Canada Post/UPS/DHL provides tracking information which you can use to determine when your order should arrive. If you are not available at the address you provided to receive your package Freyja Wool Store cannot be held responsible for lost or stolen packages.
Customers wishing to ship ordered items to a Post Office Box will receive all packages via the Canada Post Service's. Freyja Wool Store is not responsible in any way for packages delivered to or left in a Post Office Box. This option provides no secure tracking information so if a package is lost or stolen Freyja Wool Store will not be held responsible.
International buyers and US Military addresses (APO/FPO etc.) - please contact us thru email for more information regarding shipping expenses and possible restrictions.
Shipping charges are calculated individually for each order based on actual parcel weight/size and destination address. To determine shipping charges for your order simply add all desired items to your shopping cart and click on "Checkout." The first information that will be requested is your name and email address, city, state and zip code of the shipping address. After entering this information and clicking to continue the actual shipping charges for your order will be calculated and displayed prior to your entering payment information.
Lost or damaged shipments:
- Damaged shipments: If your shipment is delivered to you in a damaged package please refuse the shipment and let it be sent back to us! When the damaged package returns to us we will ship a new package to you.
- Damaged goods: If the package is not damaged but the contents have signs of defects please contact us and we will sort out the problem.
- Lost shipments: If your order has not been delivered within a reasonable time please contact us
All return items should be returned unused and in perfect saleable condition:
- You may return new, unopened items sold and fulfilled by freyjawoolstore.com no later than 30 days from date of purchase for a refund.
- All merchandise returns must be in as-received, unused condition, in the original unopened package and with any existing factory or Freyja Wool Store seals.
- We'll also pay the return shipping costs if the return is a result of our error.
- Merchandise returns must be pre-authorized by our Customer Service Department before return shipment.
To obtain a Return Authorization Number contact us providing all of the appropriate details including:
- Full Name
- Phone Number
- E-mail Address
- Original Invoice Number
- Order Number and Order Date
- Item that is being returned (you can find the item number on your invoice)
- Reason for Return
Please also specify whether you would like a store credit or refund. You will receive a reply email including a Return Authorization Code (RAC). This Return Authorization Code must be noticeable displayed on the outside of the returned parcel.
All parcels without Return Authorization Code will be refused and returned to the sender. Returned merchandise must include original packing. You may also want to insure your return, as we cannot accept or be responsible for damaged, lost, or misdirected parcels.
Safe and timely arrival of your returned merchandise at our Main office is your responsibility.
If we have agreed to refund shipping, for a defective or mistaken item, DO NOT SHIP BY EXPRESS DELIVERY, we will only refund a reasonable amount of return shipping cost. Refunds for returned merchandise will be limited to the purchase price of the item (this will not include shipping) and will be made in-kind and within 10 days of receipt of the returned merchandise. If you paid by Pay Pal, a refund will be issued to the same account and will appear on your billing statement.
Merchandise Returns Should Be Addressed To: Freyja.ca Inc., detailed address will be provided with Return Authorization Code. For more information on our return policy on damaged or items sent in error of Freyja Wool Store, please contact Customer Service: Tel: 416-618-2191 or contact us.
The shipping/handling is not refundable and the customer will incur any additional return shipping charges plus a 10% re-stocking fee for any order that is refused by the customer or not deliverable to the shipping address on the order, and returned to Freyja Wool Store. Please make sure the shipping address submitted with the order is valid and entered correctly.
Note: If a product was purchased under "Free Shipping" option, any additional fees that are paid by Freyja.ca Inc. to a shipping carrier are NOT refundable.
Damaged or Defective Items
Our products are well-packaged to resist damage during shipping. However, if an item looks damaged or parts are missing, please inform us immediately. We will make all possibly effort to correct the situation.