Refund and Returns Policy
If you are not completely satisfied with the quality of your products or you receive the wrong order, you will be covered by our 7-day happiness guarantee from the time you received your goods. All approved returns will be issued with a complimentary replacement product. Please email us at online@freetoexplore.co within 7 days of receiving your products if you are not satisfied, so that we can resolve any issues.
Damaged, Defective, or Incorrect Order
Photos of the damaged/defective/incorrect order will need to be emailed to us at online@freetoexplore.co within 7 days of receiving the order. Once we have received these images, and your return is approved, you will be issued with a replacement order at no additional cost (shipping included).
Refunds (if applicable)
We’d much rather fix any problems and send a replacement order to ensure you are happy. If that’s not possible or you can’t wait for a new order to arrive, please contact us at online@freetoexplore.co and indicate this. If a refund is approved, the cost of your order (less shipping) will be processed within 14 days of your initial email. Shipping is non-refundable.
Late or Missing Refunds (if applicable)
If you have been approved a refund and it’s 14 days since your initial email but you haven’t received it, first check your bank account, then contact your bank. It may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at online@freetoexplore.co.
Colour Consistency
We have print partners around the world, which is how we are able to ship our products globally, without charging our customers crazy shipping costs. We use the same print machines, paper types, and work processes at all our print partners around the world to minimise colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency, and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
If you are not happy with the colour in your print, and believe it falls outside these above-mentioned variations, please email photos of the product to us at online@freetoexplore.co within 7 days of receiving the order. Once approved, you will be issued with a replacement order at no additional cost (shipping included).
Wrong Address
We take no responsibility for orders that are placed with incorrect addresses. If you provide an address that is considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by Recipient
We take no responsibility for orders that are rejected upon delivery. If you, or someone at your postal address rejects shipment during delivery, your order will be returned and disposed of safely. Should you want to submit a new order, you will be liable for the costs of the new order.
Unclaimed
If you are unable to receive your order at your address, it will be made available for pick up and your local post office or carrier pick up point. Shipments that go unclaimed for a certain period of time may be returned to the sender. Should this happen, please get in touch with us asap at online@freetoexplore.co and we will endeavour to have your order re-sent. You will need to pay shipping costs again in order for this to happen.
Returned by Customer
DO NOT post your order back without first emailing online@freetoexplore.co. The printing partners we work with do not require our customers to return physical products, however they do require photos of any issues with orders. If you return products without having followed the outlined above processes, we cannot guarantee that we will be able to arrange a replacement order or refund.