No, it’s not mandatory. But it is highly recommended. An account will allow you to find your history, edit your personal details and track your parcel online faster. You will also be notified of new products, special offers and company news.
Absolutely not. We never have access to this information. All bank transactions are processed and protected by the Stripe company.
TERMS & POLICIES
With fraud it is often the case that a chargeback is already issued upon placing the order. Unfortunately, we are not responsible for any possible fraud on your end and would not be able to issue any refunds.
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. In the case that you've set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
You can check out our return policy for up-to-date details about reshipments.
ORDER, DELIVERY & RETURNS
Speed depends on product type and destination. It takes about 2-7 business days to create apparel products and 2-5 business days for non-apparel products. Most orders are shipped within 5 business days of a completed transaction.
Once your order is shipped you will receive an email with an online tracking number.
No, we don't ship to some countries because of legal restrictions or shipping carrier limitations.
For now, Freefolk doesn't ship orders to Crimea, Cuba, Iran, Iraq, Syria and North Korea. This list may change periodically.
We ship internationally to all other countries!
We’re a small upstart and cannot process refunds or exchanges due to customer error or buyer’s remorse, at this time. So, please check your cart’s contents to make sure it’s exactly what you want to order before proceeding to checkout.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Freefolk reserves rights to refuse returns at its sole discretion.
PRODUCTS & CARE
You may notice an off-white residue and vinegar smell on your apparel. Don't worry! It's from a fixation agent applied during printing and it's not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It's needed so ink bonds with the fabric. Without it, ink would flake off the garment. You can think of it sort of like applying a primer before painting a wall.
The fixation agent can sometimes leave a faint square imprint around the print, and other small white marks on the garment. Your DTG apparel might also have a vinegar smell that gets stronger the longer it's in the poly bag packaging.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent, and both should go away after one wash.
If the discoloration is prominent, the quality control team will include a card explaining that it's from the fixation agent.
Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer setting can shrink the garment, as well as damage the print.
In order for you to prolong the life of your custom print, we suggest following the care instructions below:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.
T-SHIRTS 100% combed and ring-spun cotton*
*Heather colors are 52% combed and ring-spun cotton/48% polyester. Athletic and Black Heather are 90% combed and ring-spun cotton/10% polyester. Ash color is 99% Airlume combed and ring-spun cotton and 1% poly. Heather Prism Ice Blue is 52% Airlume combed cotton / 48% polyester rest of the Prism colors are 99% Airlume combed and ring-spun cotton and 1% poly.
LONG-SLEEVE SHIRTS The t-shirt is made out of 100% cotton, except for the heather grey color (90% cotton, 10% polyester).
HOODIES 52% airlume combed and ring-spun cotton, 48% poly fleece*