This Shipping Policy explains how orders placed through the Frez online store are processed, shipped, delivered, and handled in the event of customs, delivery delays, lost shipments, damaged packages, or returned shipments.
This Shipping Policy forms part of our Terms of Service. Please also review our Refund Policy for information about returns, refunds, exchanges, and warranty-related claims.
All Frez products are shipped from the Republic of Korea, unless otherwise expressly stated on the product page, checkout page, or in a separate written notice from Frez.
Orders are fulfilled by Frez, operated by Hold tight, or by our authorized fulfillment, logistics, or shipping partners.
Frez does not collect VAT, GST, customs duties, import taxes, brokerage fees, customs clearance fees, carrier advancement fees, or other import-related charges at checkout, unless we expressly state otherwise in writing.
International orders are shipped on a duties-and-taxes-unpaid basis. This means the product price and shipping fee paid to Frez do not include any duties, taxes, VAT, GST, customs fees, brokerage fees, carrier fees, or other charges imposed by the destination country, customs authority, tax authority, or shipping carrier.
You are solely responsible for all customs duties, import taxes, VAT, GST, brokerage fees, carrier fees, customs clearance charges, and any other charges imposed by your country or local authorities. These charges are not paid to Frez and are not controlled by Frez.
By placing an international order, you acknowledge and agree that:
Orders are normally processed within 1–3 business days after payment confirmation, excluding weekends and public holidays in the Republic of Korea.
Processing time is the time required to prepare your order for shipment. It does not include the carrier’s transit time or customs clearance time.
During product launches, preorder periods, restocks, promotions, holidays, high-volume periods, inventory delays, customs documentation checks, payment reviews, or events outside our control, order processing may take longer than usual.
If an item is listed as a preorder, backorder, made-to-order item, limited release, or delayed-shipping item, the estimated shipping schedule shown on the product page, checkout page, order confirmation, or related notice will apply.
Shipping rates are calculated and displayed at checkout based on the shipping destination, order details, available carrier options, package weight, package size, and selected shipping method.
Unless expressly stated otherwise, shipping rates paid at checkout cover only outbound shipping from Frez or our fulfillment partner to the shipping address provided by you. Shipping rates do not include VAT, GST, customs duties, import taxes, brokerage fees, customs clearance fees, carrier advancement fees, remote area surcharges, or other import-related charges.
Shipping rates, carrier availability, and delivery options may change at any time without notice.
Estimated delivery times depend on your destination country, selected shipping method, carrier operations, customs processing, local delivery conditions, and events outside our control.
Typical international delivery may take approximately 3–14 business days after shipment, depending on the destination and carrier. However, this is only an estimate and is not guaranteed.
Delivery may take longer due to customs inspections, import processing, unpaid duties or taxes, carrier delays, incorrect shipping information, recipient unavailability, local holidays, weather, strikes, force majeure events, remote area delivery, or other circumstances outside our control.
Frez does not guarantee delivery by a specific date and is not responsible for missed events, competitions, trips, deadlines, training schedules, or other time-sensitive uses resulting from shipping or customs delays.
We ship only to countries and regions that are available at checkout. If your country or region is not available at checkout, we are currently unable to ship to that destination.
Some addresses may not be eligible for delivery depending on the carrier or destination country, including but not limited to P.O. boxes, parcel lockers, military addresses, freight forwarders, remote areas, restricted areas, or locations subject to import restrictions, sanctions, or carrier limitations.
We reserve the right to refuse, cancel, or limit shipment to any destination if we determine that shipping may be unavailable, restricted, unlawful, commercially unreasonable, or likely to result in delivery failure.
You are responsible for providing accurate and complete shipping information at checkout, including recipient name, shipping address, apartment or unit number, postal code, phone number, email address, and any customs or tax identification information required by the destination country or shipping carrier.
Frez is not responsible for delays, failed delivery, return, abandonment, disposal, seizure, additional charges, or non-delivery caused by incorrect, incomplete, outdated, or unavailable shipping or customs information provided by you.
Once an order has been accepted, processed, fulfilled, or shipped, we may be unable to change the shipping address, recipient information, shipping method, or delivery destination.
For international shipments, we prepare customs documentation based on the actual order details, product description, declared value, country of origin, and other required shipment information.
We cannot mark an order as a gift, declare a false value, understate the product value, alter the product description, or provide inaccurate customs documentation in order to reduce duties, taxes, or import charges.
Customs authorities in the destination country may inspect, delay, assess, hold, reject, seize, or return shipments according to local laws and procedures. Frez is not responsible for customs decisions, customs delays, import restrictions, additional documentation requests, or fees imposed by customs authorities or carriers.
When your order ships, we will send a shipping confirmation email to the email address provided at checkout. This email may include a tracking number or tracking link, if tracking is available for the selected shipping method.
Tracking information may take time to update after the carrier receives the package. In some cases, tracking may not update until the package reaches a carrier facility, customs office, export hub, import hub, or local delivery partner.
If your tracking information has not updated for several business days, please contact us at support@frez.app. We may ask you to also contact the carrier or local delivery provider, as they may have the most current delivery information.
You are responsible for responding to customs authorities, carriers, or local delivery providers if they request information, documentation, payment of duties or taxes, or other action required for customs clearance or delivery.
If your shipment is delayed, held, returned, abandoned, seized, destroyed, disposed of, or not delivered because you fail to pay customs duties, VAT, GST, import taxes, brokerage fees, carrier fees, or other required charges, or because you fail to provide required information or cooperate with customs clearance, Frez will not be responsible for any resulting loss, delay, cost, damage, non-delivery, or refund claim, to the fullest extent permitted by applicable law.
If a shipment is returned to us due to unpaid import charges, refusal of delivery, failed customs clearance, incorrect address, recipient unavailability, or failure to cooperate with delivery or customs procedures, we may deduct original shipping costs, return shipping costs, carrier fees, customs charges, handling costs, payment processing fees, and any other non-recoverable costs from any refund that may be issued, to the fullest extent permitted by applicable law.
If a returned shipment is not received by us, or if it is abandoned, seized, destroyed, or disposed of by customs authorities or the carrier, we may be unable to issue a refund or replacement.
Once we transfer your order to the shipping carrier, title and risk of loss pass to you to the fullest extent permitted by applicable law.
If applicable consumer protection law requires a different risk transfer rule, that mandatory rule will apply only to the extent required by law.
If tracking shows that your package was delivered but you cannot locate it, please first check the delivery address, mailbox, reception desk, building management office, parcel locker, neighbors, household members, local post office, and local delivery carrier.
Frez is not responsible for theft, loss, misplacement, or unauthorized receipt of packages after the carrier marks the shipment as delivered to the address provided by you, to the fullest extent permitted by applicable law.
We may assist you by providing shipment information or supporting a carrier investigation where reasonably possible, but we cannot guarantee any particular result from the carrier or local delivery provider.
If your shipment appears to be lost or significantly delayed in transit, please contact us at support@frez.app with your order number and tracking information.
We may ask the carrier to investigate the shipment. Carrier investigations may take additional time and may require cooperation from the recipient.
Any replacement, refund, store credit, or other resolution for a lost shipment will be determined based on the carrier investigation, shipment status, our records, our Refund Policy, and applicable law.
Please inspect your package and product promptly upon delivery.
If your package arrives damaged, or if your order is missing an item, please contact us at support@frez.app within 14 days of delivery with the following information:
Please keep all packaging materials, labels, inserts, and damaged items until the issue is resolved. The carrier or Frez may require these materials for inspection or claim processing.
Failure to provide requested information or preserve packaging may delay or prevent us from processing a claim.
We may ship items in separate packages or shipments depending on inventory availability, product type, shipping method, warehouse location, carrier requirements, or operational needs.
If your order is split into multiple shipments, you may receive separate tracking numbers and delivery dates.
If your order includes a preorder, backorder, or delayed item, the full order may be held until all items are ready to ship, unless we choose to ship items separately.
Estimated shipping dates for preorders, backorders, or delayed items are estimates only and may change due to production schedules, quality control, inventory availability, customs procedures, supplier delays, carrier availability, or other factors outside our control.
Returns, refunds, exchanges, cancellations, and warranty-related requests are governed by our Refund Policy.
Unless required by applicable law or expressly stated in our Refund Policy, original shipping charges, return shipping charges, customs duties, import taxes, VAT, GST, brokerage fees, carrier fees, customs clearance fees, and other third-party charges are non-refundable.
Customers are responsible for any customs duties, import taxes, VAT, GST, carrier fees, brokerage fees, or other charges associated with returning a product to Frez, unless otherwise required by applicable law or agreed by Frez in writing.
Shipping and delivery services may be interrupted or delayed due to circumstances outside our control, including but not limited to customs processing, regulatory changes, import restrictions, carrier disruptions, labor disputes, weather, natural disasters, public health events, war, terrorism, cyberattacks, government actions, holidays, logistics congestion, or force majeure events.
We are not responsible for delays or non-performance caused by such events, to the fullest extent permitted by applicable law.
If you have questions about shipping, delivery, customs, tracking, or a shipping-related issue, please contact us at:
Frez / Hold tight
Email: support@frez.app
Business Address:
703-J340, 7th Floor, 9 Gangnamseo-ro,
Giheung-gu, Yongin-si, Gyeonggi-do 16977,
Republic of Korea