CUSTOMER CARE & SHIPPING TERMS

CUSTOMER CARE

Placing an order with FREYLUXURYPILLOWS.com is easy. Simply follow the steps below:
Add an item to your shopping cart by choosing the pillows and amount, then click on the “ADD TO CART” button. When you proceed to checkout you will be prompted to fill in your personal information. You will also be shown your shopping cart for review. Once your purchase is complete, we cannot add further items to your order. You will be given the option to “Continue Shopping” or “Proceed to Checkout”.
Follow the instructions as you proceed through the next steps until your order has been confirmed. You will see an order number and a “Thank You” indicating that your order is complete.
Within 72 hours after your order has been received, you will receive an order confirmation via email which we will inform you on the devilery time of your order . We make every effort to keep sufficient stock of items shown on our website. Occasionally, we do sell out of products before the site can be updated. If this should happen, you will receive an email indicating that a particular item you ordered is out of stock. As soon as your package take our contractual partner for delivery, you will receive an automatic email with the order number which will allow you to monitor the status of your order.

RETURNS & EXCHANGES

When buying, carefully select the desired products, otherwise, we cannot know if you have selected a mistaken product. If you have not received the complete order or you received a defective or damaged product please contact us within 48 hours of receipt of the goods through the official e-mail customercare@freyluxury.com, and our customer service representative will contact you within 24 hours on weekdays. If the buyer is not satisfied with the ordered product, they must provide us with a photo and a written explanation of their dissatisfaction, before the product can be considered for a refund. This policy of return does not apply to any product that has been damaged upon receipt or the product is altered in any way (through use, wash, etc.). Please do not return products before contacting us. The return of defective products must be returned in their original packaging / condition, and the product must be received within the 14 working days from receipt of order. Any shipments sent after the designated time period ( 14 working days) will be considered invalid. The cost of product returns, postage and insurance of the same upon return or exchange will be the responsibility of the buyer. Postage will not be refunded. In the case of product returns, it is suggested that you use a registered post office in your area. Note: FREYLUXURYPILLOWS.com is trying to credibly demonstrate the actual appearance of the product, but depending on the resolution of the monitor color materials/fabrics  may vary in the photographs in the online store compared to the actual product. FREYLUXURYPILLOWS.com will not be responsible for any differences in color shades.

FABRIC PROPERTIES & CARE GUIDE

Everything about the composition of the fabric as well as the maintenance of the fabric can be found at the following links;
http://eu.sunbrella.com/en_uk/outdoor/furnishing/#page-11
http://eu.sunbrella.com/en_uk/pdf/cleaning-sunbrella-marine-interiors.pdf

TERMS & CONDITIONS
Cookies Policy/Privacy Policy

FREYLUXURYPILLOWS.com values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security. Your visit to our website and your use of any of the services or features we provide is subject to our terms and conditions including this privacy policy.
In order to register you will have to provide details including your name, address, telephone number and email address. When you register with us your information is stored in your account. Once you have logged in you can access your account directly to amend any personal details, for example if you change your address.
Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. When you provide us with information, it may be used for:

ADMINISTRATION OF OUR SITE

The information you give us is necessary to enable us to fulfil your order, make sure it is delivered correctly and to maintain your account.

CUSTOMER SERVICE

We need your contact information, such as your e-mail address and telephone number, so we can answer any questions you might have with regarding the use of our website, and to inform you about the status of your order.

DIRECT MARKETING

We would like to inform you about our latest products, promotional offers and events. We emphasize that we do not send promotional materials, unless you are in the registration process in order to receive information on services and events that we offer via e-mail, mail or telephone. We do not give your personal information to other companies or individuals for their marketing purposes, unless you specified during registration that you want to receive information about products, offers and services of other companies.

EMAIL OPT OUT

To unsubscribe any FREYLUXURYPILLOWS.com e-mail message, go to the bottom of e-mail and click on the sign out, it can be found in the following sentence in the e-mail: If you do not want to receive e-mail messages from FREYLUXURYPILLOWS.com you can sign out any time. Once you do you will not receive e-mail.

 

SHIPPING
EXPECTED DELIVERY

up to 5 working days – Croatia
up to 7 working days – European Union countries
up to 8 working days – other European countries
up to 15 working days – Rest of World

METHOD OF PAYMENT

Payment via PayPal

Simply select PayPal when you select a payment option on our site, and you will be taken to the website of PayPal. If you do not have a PayPal account, you can quickly open one during the purchase. For more information, please visit PayPal.com.

 

GDPR PRIVACY NOTICE

This Privacy Notice sets out the basis which FREY, obrt za proizvodnju (owner: Vanja Pedisić-Švraka) may collect, use, disclose or otherwise process personal data of our customers in accordance with the GDPR. This Notice applies to personal data in our possession or under our control, including personal data in the possession of organisations which we have engaged to collect, use, disclose or process personal data for our purposes.

PERSONAL DATA

As used in this Notice:

“customer” means an individual who (a) has contacted us through any means to find out more about any goods or services we provide, or (b) may, or has, entered into a contract with us for the supply of any goods or services by us; and

“personal data” means data, whether true or not, about a customer who can be identified: (a) from that data; or (b) from that data and other information to which we have or are likely to have access.

Depending on the nature of your interaction with us, some examples of personal data which we may collect from you include your name and identification. information, contact information such as your address, email address or telephone number, nationality, gender, date of birth, and financial information such as credit card numbers, debit card numbers or bank account information.

COLLECTION, USE AND DISCLOSURE OF PERSONAL DATA

We generally do not collect your personal data unless it is provided to us voluntarily by you directly or via a third party who has been duly authorised by you to disclose your personal data to us (your “authorised representative”) after you (or your authorised representative) have been notified of the purposes for which the data is collected, and you (or your authorised representative) have provided written consent to the collection and usage of your personal data for those purposes. We shall seek your consent before collecting any additional personal data and before using your personal data for a purpose.

 We may collect and use your personal data for any or all of the following purposes:

(a) performing obligations in the course of or in connection with our provision of the goods and/or services requested by you;

(b) verifying your identity;

(c) responding to, handling, and processing queries, requests, applications, complaints, and feedback from you;

(d) managing your relationship with us;

(e) processing payment or credit transactions;

(f) sending your marketing information about our goods or services including notifying you of our marketing events, initiatives and promotions, lucky draws, membership and rewards schemes and other promotions;

(g) any other purposes for which you have provided the information;

(h) any other incidental business purposes related to or in connection with the above.

 WITHDRAWING YOUR CONSENT

 The consent that you provide for the collection, use and disclosure of your personal data will remain valid until such time it is being withdrawn by you in writing. You may withdraw consent and request us to stop using and/or disclosing your personal data for any or all of the purposes listed above by submitting your request via email.

Whilst we respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, we may not be in a position to continue providing our goods or services to you and we shall, in such circumstances, notify you before completing the processing of your request.

PROTECTION OF PERSONAL DATA

 To safeguard your personal data from unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks, we have introduced appropriate administrative, physical and technical measures such as up-to-date antivirus protection, encryption and the use of privacy filters to secure all storage and transmission of personal data by us, and disclosing personal data internally.

 CONSENT

By consenting to this privacy notice you are giving us permission to process your personal data specifically for the purposes identified.

Consent is required for Frey Luxury to process both types of personal data, but it must be explicitly given. Where we are asking you for sensitive personal data, we will always tell you why and how the information will be used.

DISCLOSURE

FREY will not pass on your personal data to third parties.

 

CONTACT US

Should you require additional information, clarification of these procedures or, if at any time during the returns process you need assistance, please contact us. Our Customer Service team will be happy to guide you.

CROATIA TEL 00385 91 515 3394
00385 99 832 7032
(Biograd na Moru )

MO-FR 9:00 AM – 16:00PM
customercare@freyluxury.com

COMPANY

FREY
obrt za proizvodnju
Vl. Vanja Pedisić-Švraka
Obala Kralja Petra Krešimira IV/44
23 210 Biograd na Moru
Hrvatska / Croatia

IBAN: HR9323300031100360597
SWIFT (BIC): SOGEHR22
VAT number: HR07842057785