Frequently Asked Questions

NEED TO CHAT? 02 9531 2343

Frequently Asked Questions

Why shop online with us?

We here at Freez know that everyone is time poor nowadays and don't always have time to shop. If you simply don't like crowds or queues, or getting out of your PJs then you will love our online store. We here at Freez know our stuff and offer fun and affordable on trend fashions from quality brands, all at very competitive prices. We take seriously that running an online business is all about reputation, trust and credibility and thats why we work so hard to get it right. Even better you can shop if you so desire with a glass of wine in hand, the best way to shop!

How do I place an order?

Browse our store and add any item/s to your cart you wish to purchase. Then select the Checkout Box. You will then be taken to the View Cart Page to review your order and edit if necessary. From there you will need to enter your shipping details, you can choose to Register as a customer for next time or go through the Guest Checkout. It is essential to provide a valid e-mail address so we can communicate with you regarding your order. You will then be taken to the shipping and payment page. Select the appropriate shipping and payment method. You will then select the Complete Your Order button and your order will be processed from there.

How do I know which size to choose?

Sizing varies from label to label and we do our best to explain this on our Size Chart page. Please refer to this page for more accurate information. Feel free to e-mail us shop@freez.com.au or call us on 02 9531 2343 for any further information.

When will I receive my order?

All orders placed before 2pm are despatched daily, Monday to Friday. Orders can be placed up to 2pm on Thursdays to guarantee you get your parcel in time for the weekend (if you are in the next day delivery network). In most cases you should receive your order overnight. International orders please allow 14 days for delivery. Unfortunately Australia Post deliveries are out of our control so please keep this in mind whilst waiting for your order. If you haven't been home the whole time and you think your parcel has taken a while we suggest you call your local post office as your parcel may be sitting there and your notification has been misplaced.

How do I become a Freez affiliate

Please email Lisa - freez@iinet.net.au for details.

How do I return an item for an exchange or credit?

Please refer to our returns policy page for full details.

How do I use a discount code?

The discount coupon box is on the View Cart Page, simply enter the coupon number in this box to receive your discount. Remember this box is not for Gift Certificates, these need to be entered on the Payment Page.

Can I return sale items?

Due to our bargain sale prices any sale items can be returned for an online credit but not for a refund or exchange.

What if I get the wrong size?

As per our in store policy we do not refund (unless the garment is faulty), however you may exchange for another size or item or receive an online credit to use next time. Simply e-mail us at shop@freez.com.au to arrange your exchange. After posting back your item Freez will pay for the postage back to you. This is valid for one exchange per order.

How can I pay for my order?

We accept Visa & Mastercard using the secure facilities of St George Bank, so you can rest easy that your credit card details are 100% secure. Don't have a credit card? We also accept Paypal and direct deposit. For those who feel more comfortable paying by credit card over the phone, you may also phone through your credit card details to 02 9531 2343 and speak to either Lisa, Gabrielle or Jane.

What is your returns policy?

Please refer to our returns policy page online.

Orders over $300

First time only customers who place orders over the value of $300 and are making payment by credit card or paypal will be requested to send photo ID and signature to verify their identity. Due to recent fraudulent activity this is a safety measure to protect yourself and us.

I would like to speak to someone

Feel free to call us anytime on 02 9531 2343. We are open Monday to Friday 8.30am to 4.30pm (4pm on Fridays) EST.

Do you have free shipping?

Yes, we have free shipping for all orders $150 and over within Australia.

Do you ship overseas?

Yes, we ship worldwide. Please refer our shipping charges page. We can only ship overseas orders that are 2kg and under.

Will the stock I see online be available at the stores?

Unfortunately there are no guarantees as stock varies all the time. If you are making a trip to specifically see something please e-mail us at shop@freez.com.au to check whether that item is available in store. Alternatively, if its not, we may be able to arrange for it to be there providing we have the size in stock.

What size is the model photographed?

Grace our model is a standard size 8 and we photograph her in a size 8 or XS (but if a style doesn't start in an XS then we use a S). Grace's measurements are: Bust: 74cm | Waist: 59cm | Height: 165cm.

My gift certificate won't work

Please ensure when processing your Gift Certificate that you are putting it in as a form of payment on the payment page and not in the Discount Coupon Box on the View Cart page as it will not work there, it is a form of payment.

I can't login to my account

Please ensure you have actually created an account with us. When you place an order you need to tick 2 boxes, one to sign up for our newsletter, the other is to Register. If you do not select this box then it will not save your details for next time. Once you do register then your details will remain in our system and you won't need to enter them each time. If you can't remember your password simply go to the Log In Box and select Forgotten Password.