When should I expect to receieve my order?
All orders are shipped from within the UK using Royal Mail Tracked and Signed For, within 1-3 business days of successful payment having been received.
You should expect to receive your order within the following timeframe:
UK customers within 7 working days.
EU and non EU within a maximum of 5 weeks.
International outside of the EU within a maximum of 6 weeks.
Please note we do not post during the weekend!
Are there any customs duties or tax?
International customers may incur customs or tax fees. Different regions have different tax principles.
All customs charges and tax fees are payable by the customer and not the responsibility of Free The Authentic.
How do I track my parcel?
All orders are sent Tracked and Signed For, your reference number can be located within your order email confirmation where you will be able to track your order.
Inline with your statutory rights we have a “No Nonsense Returns Policy”.
If you are not happy with your purchase you can return your item(s) within 14 days of receiving them for a full refund or exchange, provided they are unused and in a saleable condition.
Any damaged items will not be refunded or exchanged. We have a Product Care page and all Hair Accessories and Clothing come with care guides that we encourage our customers to follow to avoid any damage being made to your items.
If your item has been damaged in transit during delivery we ask to be notified immediately upon receiving your order within a week of the item being Signed For so that we can refund you for your item and follow the correct procedures with Royal Mail.
Return postage costs are payable by the customer unless there is a confirmed faulty product that Free The Authentic has agreed to accept a return.
Free The Authentic will only use your personal information to administer your account and to provide the products and services you have requested.
You may have heard of GDPR, which is the new General Data Protection Regulation that come into effect 25th May 2018. The following information has been provided for your clarify of our compliance with the new regulations.
What information do we collect?
Most of the data we need is given to us directly by you:
•Your email address
•Your order history
•Your social media name if you chose to contact us via this platform
We only collect personal data from you that we need in order to provide you with the products and services you require. We may use your information to
•Process your order and send it to you
•Update you on your order, for example shipping confirmation.
•To contact you if we need to obtain or provide additional information or to check our records are correct.
We don't rent or trade email lists with any other organisation or business.
Who will it be shared with?
•If your order is to be delivered to you, we will share your name and address details with our courier company.
•Your card details are not known or stored by us, these are all held and processed by your chosen third party provider such as PayPal / Applepay or your banking provider.
•Your details will be shared with the relevant authorities in any cases of fraud or theft