We have one of the most generous Returns Policies in the industry. You can return your item to us for a refund, or exchange it for a different size or another item of equal value within 45 days of us shipping your order.
For circumstances that aren't covered by this policy, please email our Customer Services at: firstname.lastname@example.org.
How Do I Return Something?
We aim to make returning items to us as stress free as possible. Simply follow these instructions:
- Fill in the Returns Form that was included with your original order. Please make sure you fill in all the relevant details, particularly your order number, clearly and accurately. If you cannot find yours, you can download a replacement Returns Form.
- If your item is faulty, please get in touch with Customer Services at email@example.com explaining the defect. Take a look at the Faulty Merchandise section for further information.
- Establish how much it will cost to send your return at your post office. Customers are required to cover the return cost themselves, unless the item is faulty in which case we will refund up to $16 of the postage costs.
- Package your item in as safe a way as possible to ensure it gets to us in the same way you received it. All items are your responsibility until they get back to our warehouse.
- If possible, please send returns via a track delivery service to ensure your item arrives safely with us. FreestyleXtreme cannot accept responsibility for misplaced items that aren't sent using a recorded delivery service.
- Once we have received your return and accepted it, you will receive an email informing you that your request is being processed.
Please address all returns to:
Unicorn Business Park
Please note, the FreestyleXtreme warehouse is based in the United Kingdom and you should consider the costs of returning the item to the UK and the additional time it may take for your return to get to us. If the cost to return you item exceeds $16, let us know and we can arrange a courier on your behalf for that price. Customers are responsible for covering all costs of returns and exchanges.
Conditions of return
We insist that all items are returned to us in original, resaleable condition in order for us to process refunds or exchanges. With the exception of faulty items, the following conditions apply:
- Clothing must be clean and unworn (other than to try on) with all tags attached and all original packaging.
- All clothing must be free of human hair, pet hair, makeup, deodorant product or smoke smell.
- Clothing should be reasonably folded when returned into its original packaging.
- Caps and beanies and other forms of casual headwear must not be worn beyond trying on if you plan to return them.
- All items of headwear must be returned with all original tags attached, plus all original packaging.
- Shoes must not be worn outside.
- If you plan to return your shoes, do not continue to wear them.
- Shoes must be returned in their original box with all tags attached.
- Please place the shoe boxes inside a bag or wrapped before returning. We are unable to re-use boxes that have been taped up.
- We reserve the right to refuse the refund of shoes that have been deliberately damaged so as to appear faulty.
Underwear / Earrings
- For hygiene reasons, we cannot accept the return of any underwear, boxer shorts, socks, or earrings. Please ensure that you choose your size and style carefully as we cannot offer exchanges or refunds for these items.
- We will accept the return of bikinis if the hygiene strip is still in place. We suggest trying them on over your own underwear first before deciding if you will keep them.
Our faulty returns policy covers your product from 30 days to 12 months depending on the item and manufacturer. Each return will be dealt with as an individual case.
If you believe your product is defective please contact Customer Services at firstname.lastname@example.org explaining the fault and supply supporting photography of the item which show the defect/s. We will then send this information onto the suppliers and contact you once we hear from them. If our suppliers accept your claim, we will ask you to return the goods back to us. Please inform us of the defect as soon as you can and do not continue to use the item as this may affect our assessment. If we deem your product faulty we will replace or refund the item and refund your postage costs.
Processing Refunds And Exchanges
Please allow 3-5 working days once your item has reached us to process returns.
- All refunded will be credited to the original payment method that was used to place the order. Transactions can take 3-5 working days to appear in your account.
- Please ensure that all your details are up-to-date as we may need to contact you regarding returns. All email communication will be through the address you used to create your FreestyleXtreme account.
- If your exchange item costs less or more than your original item, we will credit your account or request extra payment as appropriate.
- Your first exchange item will be sent free of charge but any consequent returns from the same order will require you to pay the postage costs. Any exceptions to this will be at our discretion.