Terms & Conditions

These terms and conditions (“Terms”) govern your use of the Frela website at frela.co and any purchases you make from us. By using our site or placing an order, you agree to be bound by these Terms.

Frela Ltd (“Frela”, “we”, “us”) is registered in England and Wales. Our registered office address is available on request.

All orders placed through our website are subject to acceptance by us. We will confirm acceptance by sending you an order confirmation email. A binding contract is formed when we dispatch your order.

We reserve the right to refuse or cancel any order for reasons including product availability, pricing errors, or suspected fraud. If we cancel your order, you will be refunded in full.

All prices are displayed in your selected currency and include VAT where applicable. Delivery charges are shown at checkout before you confirm your order.

We make every effort to ensure pricing accuracy. If we discover an error in the price of a product you have ordered, we will contact you to inform you and give you the option to continue at the correct price or cancel your order.

Payment is processed securely via Stripe. We do not store your full payment card details on our servers.

We offer standard and express delivery options. Estimated delivery times are provided at checkout and in your confirmation email. These are estimates only and not guaranteed.

Risk of loss and damage passes to you upon delivery. If your order arrives damaged, please contact us within 48 hours with photographs and we will arrange a replacement or refund.

For full delivery information, see our Delivery page.

We offer a 30-day return policy for unused items in their original packaging. To initiate a return, contact us at hello@frela.co or through your account.

• Items must be returned in their original condition, unused, and with all tags and packaging intact.
• Personalised, bespoke, or made-to-order items cannot be returned unless faulty.
• Candles that have been lit or fragrances that have been opened cannot be returned for hygiene reasons, unless faulty.
• Refunds are processed to the original payment method within 5–10 business days of receiving the returned item.

Your statutory rights under the Consumer Rights Act 2015 are not affected. For full details, see our Returns page.

We take care to describe our products accurately. Photographs are representative but may vary slightly from the actual product due to the handmade nature of our pieces, screen calibration, and lighting conditions. Minor variations in colour, texture, and size are characteristic of artisan goods and are not considered defects.

All content on this website — including text, images, logos, graphics, and software — is the property of Frela Ltd or its licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on this site without our prior written consent.

When you create an account, you are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Please notify us immediately if you suspect unauthorised access.

We reserve the right to suspend or terminate accounts that violate these Terms or are used for fraudulent purposes.

Our website features an AI-powered shopping assistant. This tool provides product suggestions and general guidance based on your queries. Responses are generated automatically and may not always be accurate or complete.

The assistant does not provide professional advice (e.g. interior design consultancy, safety guidance). Use of the assistant is subject to these Terms and our Privacy Policy.

To the fullest extent permitted by law, Frela shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our website or products.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

We are not liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, supply chain disruptions, or government actions.

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your statutory rights as a consumer.

We may revise these Terms from time to time. The updated version will be posted on this page with a revised “last updated” date. Continued use of the website after changes constitutes acceptance of the new Terms.

If you have any questions about these Terms, please get in touch:

• Email: hello@frela.co
• Post: Frela Ltd, London, United Kingdom