Refund policy
🖤 Returns & Refund Policy (Updated & UK‑Compliant)
We want you to be happy with your new creature companions. If something isn’t quite right, we’re here to help.
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Return Window
- You have 30 days from the date you receive your order to request a return.
- To be eligible, items must be:
- unused and in original condition
- in original packaging
- with any tags or accessories included
- accompanied by proof of purchase
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How to Start a Return
- Email us at contact@freyascrypt.com with your order number and the item you’d like to return.
- We’ll confirm whether your return is eligible and provide instructions.
- Please do not send returns without contacting us first — unregistered returns cannot be processed.
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Where to Send Returns
All physical returns must be sent to our dedicated returns facility:
Freya’s Crypt – Returns
Unit 168230
Courier Point
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FH
United Kingdom
Please do not send returns to our business address, as it cannot accept parcels.
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Return Shipping Costs
- Customers are responsible for return postage unless the item is faulty or incorrect.
- We recommend using a tracked service for your peace of mind.
- We do not provide prepaid return labels
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Damages & Issues
Please inspect your order when it arrives. If your item is:
- damaged
- faulty
- incorrect
Email us within 48 hours at contact@freyascrypt.com with photos, and we’ll make it right.
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Non‑Returnable Items
For hygiene, safety, or practical reasons, the following cannot be returned:
- digital downloads
- gift cards
- mystery items (unless faulty)
- items marked as final sale
- personalised or custom‑made items
If you’re unsure whether your item qualifies, just ask.
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Exchanges
We don’t offer direct exchanges.
If you want a different item, simply:
- Return the original item (if eligible)
- Place a new order once your return is accepted
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EU 14‑Day Cooling‑Off Period
If your order is shipped to the EU, you have the right to cancel your order within 14 days of delivery for any reason.
Items must still be unused, in original condition, and in original packaging.
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Refunds
- Once your return is received and inspected, we’ll email you to confirm approval or rejection.
- Approved refunds are issued to your original payment method within 3–5 working days.
- Bank processing times may vary.
- If 15 working days have passed since your refund approval and you haven’t received it, contact us at contact@freyascrypt.com.