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    Return Policy

    1.What is your return policy?
    All returned products must be unused (e.g., not worn or altered) and returned in accordance with the instructions received from contacting customer service by E-mail. You are solely responsible for the cost of shipping while returning the products. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.
    How do I return something?
    Step 1: Send a return Request, please contact after-sales customer service representative by E-mail: service@free-market.com with the following information we need:
    1)Order Number
    2)Model number of which item you need to return
    3)Why do you want to return the items(Quality/Other Reasons...)
    4)Photos of the items you need to return for reference
    *For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s).
    (If the product is defective, please send a photo where in the damage or the issue is visible)
    Please note:
    A. Items should be unworn, unwashed, undamaged, or unaltered to be eligible for returns/exchanges.
    B. We don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from Shipping Returns.
    C. All Clearance Items purchased from us are final sales and cannot be exchanged or returned for a refund.

    Step 2: When you finished step one, please wait patiently. Our Customer Service Representatives will give a response to your request within 24-48 hours. We may not respond in time due to High email volume but rest assured we will be working round to answer all emails as soon as possible.
    Step 3: Upon getting permission of returning the product by our customer service representatives, we will tell you the returning address by E-mail, and you need to print it and attach/put it inside the package with the item(s) you want to return.
    Step 4: After shipping the package, remember to inform our Customer Service Representative by email that you've shipped the package and provide them with the "Tracking Number" of the shipment from your Local Post Office.
    Step 5: Once Our Warehouse receives the package, we will process a refund for the items within 3-5 business days.
    Please be noted that you have to pay for the shipping cost while returning and if the item was worn, washed, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(the refund doesn't include the shipping cost)


    2.What is your Refund Policy?
    1. If you are not satisfied with the items in your order and wish to return them for a refund, please follow the steps in accordance with our Return Policy. We can only process returns that adhere to this policy.
    2. If your order includes promotions or discounts, the calculated price you've paid for the item is adjusted accordingly. If you received the gifts, when you returned you have also to return the gifts as well.
    3. The Order’s Shipping Fee won’t be included in refunds. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items.
    4. For security reasons, refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.
    5. The refund processing time: once our warehouse receives the package, we will process a refund for the items within 3-5 business days.The refund will be returned to you within 3-5 business days(PayPal) or 7-15 business days (credit card).


    3.What should I do before returning an item? How to return or exchange an order if I don't like it?
    Items shipped from us can be returned within 30 days of receipt of shipment in most cases. Please note that all our products are customized, which means the product you ordered are special for you. Therefore, the product can't be restocked or resold. For this reason, We do not accept returns for non-quality reasons.
    Please contact customer service center for the shipping address when you are allowed to return.
    Send us an E-mail at: service@free-market.com.


    4.What if my item was broken, wrong or missing or not as Described?
    You can contact us within 30 days of receiving the package by email: service@free-market.com. Before we confirmed, we will send you a shipping address to return, please provide us
    • Order Number
    • The item's name or SKU number
    • A description of the problems with clear pictures
    When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
    We reserve the right to refuse the return if received in an unacceptable condition.


    5.Can I return my package via 'Return to Sender'?
    We cannot process any products that are returned without informing us.
    Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
    Please contact our Customer Service at service@free-market.com to return your items. You will receive a response as soon as possible.


    6.Do I have to return the free gift?
    Yes, it should be returned together with the item you bought.


    7.It's been over 60 days. Can I send back my item for a refund or exchange?
    It is our goal that you are fully satisfied with your purchase. We wish you to have enough time to get familiar with and identify any issues that may affect your chosen items. This is why we allow you to initiate a Return from your order’s arrival within 30 days. So please check carefully after receiving the package, and contact our customer service center if you have any other questions, thank you.


    8.Do I have to pay shipping for my return?
    Please be noted that you have to pay for the shipping cost while returning and if the item was worn, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(The refund doesn't include the shipping cost)


    9.When can I receive my refund?
    For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.Your bank or payment service may levy a small transaction charge.
    All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.


    10.How do I know if you got my return?
    Once your return arrives, it take a few business days for us to process the order back into our warehouse. After that, we'll email you that the order has been returned and your refund has been issued.
    Make sure you let us know your original order number, which items you have returned, when this was returned to us and the delivery tracking number when you contact us.
    You are NOT allowed to return the product without getting our permission, please contact customer service center for the shipping address when you are allowed to return.

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