Shipping Policy

Last updated: July 17, 2026

By placing an order with Frilume, you acknowledge and agree to the terms outlined in this Shipping Policy.

1. Scope and Eligibility

This Shipping Policy governs orders placed through frilume.com and forms part of the agreement between the customer (“you” or “your”) and SBMF LTD, trading as Frilume (“Frilume,” “we,” “us,” or “our”).

By placing an order, you acknowledge that you have read, understood, and agreed to this Shipping Policy.

This policy should be read together with our Cancellation and Refund Policy and Terms of Service.

Frilume currently ships to eligible addresses within the United States only.

We may add shipping to other countries or regions in the future. International shipping will be available only when the relevant destination is displayed as an available option at checkout.

Orders placed using an address outside an available shipping destination may be cancelled and refunded to the original payment method.

2. Order Processing

2.1 Processing Time

Orders normally require 1–2 business days for processing and preparation before shipment.

Business days are Monday through Friday, excluding U.S. federal holidays and other days on which our fulfillment partners or shipping carriers are not operating.

Orders placed after the daily cut-off time of 11:00 a.m. Pacific Time (PST/PDT) will begin processing on the next business day.

Processing time is separate from shipping time. Estimated transit time begins when the order has been transferred to the shipping carrier.

Processing may take longer during holidays, promotional events, product launches, periods of unusually high demand, or circumstances outside our reasonable control.

2.2 Order Confirmation

After placing an order, you should receive an order-confirmation email at the email address provided during checkout.

An order confirmation confirms that we have received your order. It does not guarantee product availability, order acceptance, or shipment.

We reserve the right to cancel or modify an order when reasonably necessary, including when:

• A product is unavailable;

• Payment cannot be authorized;

• The order contains an obvious pricing or product-information error;

• The shipping address is incomplete or outside our available delivery area;

• The order appears fraudulent or unauthorized; or

• We are otherwise unable to fulfill the order.

If we cancel an order, the amount paid for the cancelled products will be refunded to the original payment method.

2.3 Address Accuracy

You are solely responsible for providing a complete, accurate, and deliverable shipping address at the time of purchase.

Frilume is not responsible for orders shipped to an incorrect, incomplete, or outdated address supplied by the customer.

Please carefully review the recipient’s name, street address, apartment or unit number, city, state, ZIP code, telephone number, and other delivery information before submitting an order.

If an order is returned because of an address error, any reshipment will be made at the customer’s expense.

Contact us immediately at info@frilume.com if you discover an address error. We cannot guarantee that an address can be changed after an order has entered fulfillment processing.

2.4 Order Cancellation Window

Cancellation requests must be submitted within three hours of placing the order.

To request a cancellation, contact us by email at info@frilume.com or by telephone at +44 7537 132859.

Your request should include:

• Your full name;

• Your order number;

• The email address used for the purchase; and

• A clear statement that you wish to cancel the order.

Orders cancelled within the three-hour cancellation window will receive a full refund without a cancellation or processing fee.

Once an order has entered fulfillment processing or has been shipped, it cannot be cancelled or modified. Any return or refund request relating to such an order will be governed by our Cancellation and Refund Policy.

The three-hour cancellation window does not limit any cancellation or refund right that cannot legally be restricted, including rights relating to an unshipped order that has been materially delayed.

3. Shipping Options and Transit Times

Frilume currently offers the following shipping method:

Transit time begins when the order has been transferred to the shipping carrier, not when the order was placed.

Including normal processing time, most orders are expected to arrive approximately 5–17 business days after the order date.

All processing and transit times are estimates and are not guaranteed. Actual delivery times may vary because of:

• Carrier capacity;

• Delivery destination;

• Weather conditions;

• Public holidays;

• Transportation interruptions;

• Incorrect or incomplete delivery information;

• Security or fraud screening;

• Supply-chain disruptions; or

• Other circumstances outside our reasonable control.

Frilume does not guarantee delivery on a particular date unless that guarantee is expressly provided in writing for the applicable order.

4. Shipping Charges

Frilume currently offers free standard shipping to eligible addresses within the United States unless a different shipping charge is clearly displayed at checkout.

Shipping offers, rates, promotional terms, and minimum-order thresholds may change.

Frilume may introduce a standard shipping charge of $4.99 for orders below $59.99, while continuing to provide free standard shipping for qualifying orders.

Any change will apply only when the applicable shipping charge and threshold are displayed during checkout before the order is submitted.

The shipping charge displayed at checkout when the customer places the order will apply to that order. No additional standard shipping charge will be added after the order has been submitted.

5. Tracking and Carrier Responsibility

After an order has shipped, we will normally send a shipping-confirmation email containing a tracking number or tracking link.

Please allow up to 48 hours for tracking information to become active in the carrier’s system.

Frilume works with third-party fulfillment providers and shipping carriers to process and deliver orders.

Once a package has been tendered to the shipping carrier, the carrier assumes responsibility for its handling, transit, and delivery.

Claims relating to carrier delays, in-transit damage, or carrier-handling errors should first be directed to the applicable carrier using the tracking number.

Upon request, Frilume may assist by providing available shipment details or documentation. To the fullest extent permitted by applicable law, Frilume is not responsible for the carrier’s performance after the shipment has been transferred to the carrier.

6. Transfer of Risk and Title

To the fullest extent permitted by applicable law, title to and risk of loss for products pass to you when the products are delivered to the shipping carrier at our applicable fulfillment facility.

Once a package has been transferred to the carrier, Frilume is not responsible for loss, theft, damage, or delay occurring during transit or following delivery, except where responsibility cannot lawfully be excluded.

6.1 Packages Marked as Delivered

A package is considered delivered when the carrier’s tracking system records a delivery scan at the shipping address provided by the customer.

Once a package has been marked as delivered:

• Frilume’s obligation to ship and deliver the order will ordinarily be considered complete;

• Frilume is not responsible for packages lost, stolen, damaged, or misdelivered after a confirmed delivery scan; and

• Frilume is not obligated to issue a refund, replacement, or credit solely because the customer states that a package marked as delivered cannot be located.

These provisions apply to the fullest extent permitted by applicable law and do not exclude liability for a verified fulfillment error by Frilume or any other liability that cannot legally be excluded.

6.2 Safe Delivery Location

You are responsible for ensuring that the delivery location is safe, secure, accessible, and suitable for receiving packages.

Customers in areas where unattended delivery or package theft is a concern should consider using:

• A secure alternative address;

• A parcel locker;

• A staffed reception area;

• A carrier hold-for-collection service; or

• Another secure delivery option offered by the carrier.

To the fullest extent permitted by applicable law, Frilume is not responsible for theft from porches, mailboxes, building entrances, lobbies, reception areas, or other unsecured locations after delivery.

7. Missing, Lost, or Stolen Packages

7.1 Package Marked as Delivered but Not Received

If tracking shows that a package has been delivered but you cannot locate it, please complete the following steps:

1. Check all potential delivery locations around the property, including entrances, porches, garages, mailrooms, parcel lockers, and other safe locations.

2. Ask household members, building staff, or neighbors whether they accepted the package.

3. Wait 24 hours, as carriers may occasionally record a delivery scan before the package becomes available.

4. Contact the shipping carrier directly using your tracking number and request a missing-package investigation.

5. If the carrier investigation does not resolve the issue, contact us at info@frilume.com within seven calendar days of the recorded delivery date.

We will review the available shipment records and may provide relevant documentation to assist with the carrier investigation.

Any replacement, refund, credit, or other resolution will be determined at Frilume’s sole discretion, based on the outcome of the carrier investigation, the available delivery evidence, the circumstances of the claim, and applicable law.

7.2 Packages Lost in Transit

If a package has not received a carrier scan or tracking update for more than 15 business days from the shipment date, it may be considered lost in transit.

Contact us at info@frilume.com with your order number and tracking information.

We will work with the carrier or fulfillment provider to investigate. Depending on the outcome of the investigation, the resolution may include a replacement shipment or refund at Frilume’s sole discretion, subject to applicable law.

8. Undeliverable and Returned Packages

If a package is returned as undeliverable for any reason, including an incorrect or incomplete address, an unclaimed package, refused delivery, an inaccessible delivery location, or failure to respond to carrier communications, the following terms apply:

• Reshipment will be processed only at the customer’s request;

• The customer will be responsible for any additional shipping charges associated with reshipment;

• If the customer does not request reshipment, a refund may be issued after deducting the actual shipping costs incurred by Frilume, including the actual shipping cost incurred on an order originally provided with free shipping;

• A 15% restocking fee may also be deducted to cover inspection, handling, repackaging, and administrative processing; and

• Frilume is not responsible for items damaged or lost during the return-to-sender process.

All deductions and limitations apply only to the fullest extent permitted by applicable law.

9. Product Returns

Customers must contact our support team before returning any product.

Approved returns must be sent only to the return address provided with the applicable Return Merchandise Authorization number.

Returns sent without prior authorization or to our registered office will not be accepted.

The following address is Frilume’s registered business address and is not a product-return address:

SBMF LTD
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Company number: 16269068

Damaged, defective, incorrect, returned, or unwanted products are governed by our Cancellation and Refund Policy. Customers should consult that policy for reporting deadlines, evidence requirements, return instructions, available remedies, and refund eligibility.

10. Chargebacks and Payment Disputes

Customers are strongly encouraged to contact Frilume directly before initiating a chargeback or payment dispute with a bank, card issuer, or payment provider.

We are committed to reviewing shipping concerns and attempting to resolve legitimate complaints through direct communication.

Except where a shorter period is required to preserve a customer’s statutory, card-network, or payment-provider rights, customers must allow Frilume at least 10 business days to investigate and respond to a complaint before seeking external resolution.

Filing a chargeback or payment dispute without first contacting Frilume and allowing a reasonable resolution period constitutes a violation of this Shipping Policy, except where the customer is legally entitled to initiate the dispute without following this process.

When a chargeback or payment dispute is filed, Frilume reserves the right to:

• Contest the dispute by providing relevant order documentation, including transaction records, tracking data, shipment logs, delivery confirmations, communication records, and signed proof of delivery where available;

• Suspend or permanently restrict the customer’s account from making future purchases;

• Deny discretionary accommodations or benefits that have not already become legally due; and

• Pursue lawful recovery of the disputed amount, associated chargeback fees, administrative costs, and other recoverable losses.

Nothing in this section restricts a customer from exercising any statutory right to dispute a transaction through a bank, card issuer, or payment provider. Frilume will not penalize a customer solely for exercising a non-waivable legal right in good faith.

11. Shipping Delays

If Frilume determines that an order cannot be shipped within the processing timeframe communicated when the order was placed, we will provide notice of the delay where required by applicable law.

The notice may include:

• An explanation of the delay;

• A revised estimated shipment date; and

• The option to consent to the delay or cancel the affected unshipped order for a prompt refund.

If Frilume determines that the order cannot be fulfilled, we may cancel the order and refund the applicable payment to the original payment method.

Carrier transit estimates begin after shipment and are not guaranteed delivery dates.

12. Force Majeure

To the fullest extent permitted by applicable law, Frilume will not be liable for a delay or failure to deliver resulting from circumstances beyond our reasonable control, including:

• Natural disasters;

• Severe weather;

• Pandemics or epidemics;

• Government actions or restrictions;

• War or armed conflict;

• Terrorism;

• Civil unrest;

• Strikes or labor disputes;

• Carrier disruptions;

• Transportation interruptions;

• Supply-chain disruptions;

• Utility or telecommunications failures; or

• Any other event that could not reasonably have been foreseen or prevented.

Delivery and performance timelines will be extended for the duration of the relevant event and any reasonable recovery period.

No refund, credit, compensation, or damages will be owed solely because of a delay caused by such an event, except where applicable law requires the customer to be offered cancellation or a refund, including for qualifying unshipped delayed orders.

13. Limitation of Liability

To the fullest extent permitted by applicable law, Frilume’s total liability arising from or relating specifically to shipping will not exceed the shipping charges paid by the customer for the applicable order.

For an order that received free shipping, Frilume’s total shipping-related liability will not exceed the actual carrier cost incurred by Frilume for that shipment.

To the fullest extent permitted by applicable law, Frilume will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from:

• Shipping delays;

• Carrier errors;

• Lost or stolen packages;

• Damage occurring during transit;

• Delivery to an incorrect address supplied by the customer;

• Theft occurring after delivery; or

• Any other shipping-related matter.

Nothing in this policy excludes or limits liability that cannot legally be excluded or limited, including liability arising from fraud, willful misconduct, or any mandatory consumer-protection right.

14. Changes to This Policy

Frilume reserves the right to update, modify, or replace this Shipping Policy at any time without prior notice.

Changes become effective when the revised policy is posted on frilume.com, unless a different effective date is stated.

Customers are responsible for reviewing this policy periodically.

The version of the Shipping Policy in effect when an order is placed will generally govern that order, except where a later change is required by law or is more favorable to the customer.

15. Contact Information

For shipping questions, address corrections, cancellation requests, tracking concerns, or delivery disputes, contact:

Brand: Frilume
Legal entity: SBMF LTD
Website: frilume.com
Email: info@frilume.com
Telephone: +44 7537 132859
Company number: 16269068

Registered office:
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Important: The registered office is not a product-return address. Contact us before sending any product return.