frejanyc.com Reviews 5

Terrible refund practices. Two orders have been returned without a refund, it’s been passed a month of returning the items and goods received. I feel I have no choice but to protect myself and file disputes with my credit card. Stay away at all costs. Not an honest company.

I returned the bag within 1 day of receiving it (as it was too small for me), which they received on 2/9/26. They advised me that the refund would be processed within 15 business days. The refund is still not processed as of today, more than 15 business days, so I have reported it to my bank and have asked that the bank process the credit. I will not purchase from them again - too much of a hassle and poor customer service.

Update: I was issued a refund today 3/6 which I appreciate. I still believe that 16 business days after Freja NYC's receipt of the purse is entirely too long, given that most businesses promise a refund within 5 business days. (16 business days made this delay be almost one month after return of the purse)

I’ve had an extremely frustrating experience returning an item to Freja NY. I was instructed by their team that returning my order (#FNY105101) from the Netherlands to the US was possible, so I followed their guidance and paid €60 for the return shipment.

Three weeks later, DHL contacted me saying the recipient refused to pay the import and VAT duties, which meant my parcel was stuck in customs and could either be returned to me or destroyed. I even tried to pay the customs myself, but DHL confirmed I couldn’t, only the recipient (Freja) could make that payment.

Despite repeatedly explaining this and offering to reimburse them immediately if they covered the customs charges, Freja has remained unresponsive and inactive, while the parcel risks being lost.

This has been an exhausting process with poor communication, no accountability, and zero proactive effort to resolve an issue that arose because of their own return instructions. Now, I’m left without my item (€271) and out €60 for the return shipping.

Very disappointing experience for a brand that claims to value its customers. I would advise others to be cautious before purchasing, especially if you’re ordering internationally.

Buyer beware: the Paloma tote is DEFECTIVE. The top zipper is too thick and cut my finger three times before I had to stop using it. I had my husband take a photo of my cut finger after it stopped bleeding. Blood was literally running down my finger. I sent the photo to Freja and explained what was happening. Since they don’t do exchanges, I asked to return the bag and that I would happily BUY another one—without a top zipper. The company said no and only offered a 15 percent discount on another bag. You have got to be kidding me. Their product CUT my finger and they couldn’t care less. I wish I would have seen more reviews of Freja NYC before buying something. I bought the Paloma based on a TikTok video and now I think it was a paid review. Any reviews you read about Freja’s horrible customer service and awful return policy are absolutely true. Avoid this brand!

The level of customer service I experienced was shocking. It’s clear that basic decency and professionalism are not part of your company’s values. Customer service is rude, dismissive, and outright unhelpful. This kind of behavior not only reflects poorly on the individuals involved but tarnishes your brand as a whole. It’s time to take a hard look at your team and improve training or fire people. Do better.