Our Keoma and Freitag by Keoma Stores are based in Melbourne and Sydney, Australia.

Keoma Store

266 Brunswick St, Fitzroy, VIC, 3065

Freitag Melbourne

412 Brunswick St, Fitzroy, VIC, 3065

Freitag Sydney

132 Foveaux St, Surry Hills, NSW, 2010

Yes, but with some subtle differences. We operate our Freitag by Keoma stores the way our Swiss F-riends would like it to, but our day to day running of things are managed by the team at Keoma.

We also stock and launch the latest Freitag product releases, along side every Freitag store and Retail Partner around the world.

While we are an Authorised Freitag Retail Partner, our stores aren't linked to other Freitag stores outside of Australia. That means we can't accept returns, exchanges, and gift cards from other international Freitag stores and vice versa.

On the plus side, in keeping with Freitag's ethos of repairing and sustainability, we accept all Freitag repairs no matter where in the world it was purchased from.

Keoma Stay is are our airbnb accomodation that we host in the heart of Fitzroy, Melbourne and in Surry Hills Sydney.

Melbourne:

It's a large loft-style two bedroom apartment that can host up to 7 guests. Close and accessible to the CBD and the many neighbourhoods in Melbourne, it's been a favourite spot for all visitors wanting to experience the best of Melbourne.

Sydney:

The space is cosy two bedroom apartment in the heart of Surry Hills and a short walk to the CBD. A great spot for those who want to be close to all the best that Sydney offers.

We offer free express shipping for all domestic orders over $250.

Any orders below the order threshold will incur a postage fee at the checkout.

We dispatch all of our orders from our Keoma Store in Fitzroy, Melbourne and use Australia Parcel Post and Express Post services to deliver orders to you.

ORDERS UNDER $250

Standard Postage - $12

From time of dispatch:

• Same State: 1 - 4 business days
• Interstate: 2 - 8 business days.

Express Postage - $18

• Same State: 1 - 2 business days
• Interstate: 1 - 3 business days.

To ensure your parcel is delivered to you safely, we require signature on delivery with all of our orders. Please make sure to provide us with an address where there is a trusted person to sign for and accept your delivery.

If you have missed your delivery, it will be taken to your nearest Australia Post Office to be collected at a later date.

Please make sure you provide a correct and accurate delivery address as we cannot take responsiblity for incorrect/stolen/missing deliveries in these cases.

Here's where we ship to:

DHL Express

• New Zealand: 2 -5 business days | $50 AUD
• Rest of the World (Asia, Europe, North America, UAE): 1 - 2 business weeks | $65 AUD

We use DHL express for all of our international orders. Once the parcel leaves Australia it will be handled and processed by your countrys' DHL service. Any customs fees or taxes incurred when the parcel arrives at the destination country is the buyers responsibility.

Australia Post International Standard

• New Zealand: 1 - 2 business weeks | $25 AUD

Once the parcel leaves Australia it will be handled and processed by your countrys' national postal service. Any customs fees or taxes incurred when the parcel arrives at the destination country is the buyers responsibility.

These delivery times are only an estimate, however we'll try our best to have your parcel arrive safely and in a timely manner. Please make sure you provide a correct and accurate delivery address as we cannot take responsiblity for incorrect/stolen/missing deliveries in these cases.

Unsure if we can ship to you? Email us at keomaretail@keoma.com.au

We offer Click & Collect with all of our orders at no charge.

Simply select from the delivery methods the 'Pick Up' option at the checkout. Once we have received, picked and packed your order, we will send you a email notification to let you know when it's ready to be picked up.

Our pickup location is at our Keoma Store - 266 Brunswick St, Fitzroy, VIC 3065.

Upon collection have ready:

• Order Number
• Order Confirmation Email
• ID

If a friend or someone you know is collecting for you, please let us know in advance so we know who to expect.

Just in case you need to collect your order at a later date, let us know so we won't bother you with additional reminders.

Any questions or requests email at keomaretail@keoma.com.au or call (03) 99487872

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

For change of mind with full priced items, we can offer a refund, exchange, or. store credit.

For sale items, we do not offer a refund for change of mind. However, we can offer an exchange or store credit. Unless the item is deemed damaged or faulty at the discretion of the staff do we then offer a refund.

All returns must have proof of purchase (e.g. receipt, online order number, bank statement etc.) for the staff and stores to refer to in order for any refund or exchange to be processed. No proof of purchase presented will result in a credit note and or an exchange only.

All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer.

All products must be returned in their original condition and packaging, that means that they must be in a new, unused, and unworn condition.

Exceptions / non-returnable items:

Types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), personal care goods (such as beauty products), intimate goods (such as socks, underwear, and earrings). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

How the process works:

1. Please email our team at keomaretail@keoma.com.au or call us (03) 99487872 and let us know your order number and the item(s) you would like to return or exchange.

2. Return the goods by posting it back to our store at 266 Brunswick St, Fitzroy, VIC, Australia, 3065 OR come into our Keoma Store with your purchase in hand.

3. We'll process your refund back on the original method of payment. If you prefer an exchange, we can provide you with an alternative style, colour, size which we are able to process instore or via post.

We also can issue you a with a store credit, if you would like to save your purchase for another time.

Yes, within our capabilities, we can repair or mend most apparel, footwear and bags that are purchased from Keoma and Freitag by Keoma Stores.

We have partnerships with authorised repairers for Freitag, Birkenstock, and work with local apparel repair and alternation workshops for anything apparel here in Melbourne. At this stage, we cannot repair items outside of Australia.

As each repair is unique will be priced accordingly, it's best to come and contact us and we can assess the repair and help where we can.

Keoma Store Repairs: keomaretail@keoma.com.au or call (03) 99487872.

Freitag Repairs: freitag@keoma.com.au or call (03) 9417 7282.

You can find more information about the types of repair services we offer here.

Our gift cards, digital e-gift cards and physical gift cards last for 3 years from date of purchase.

All gift cards, once issued, cannot be redeemed for cash. Any missing or lost gift cards cannot be replaced or re-issued by Keoma or Freitag by Keoma stores.

Unfortunately no, digital e-gift cards strictly work for our webstore at this stage.

The same applies for our physical gift cards and can only be used in-store.

We have two types of gift cards for our customers: a digital e-gift card and a physical cardboard gift card.

Digital e-gift card:

- This is a voucher that comes to the recipient via email and contains a unique code that can be applied at the checkout when finalising their purchase.

Keoma Store gift card:

- This is an A6 printed kraft paper with a matching envelope. Inside the card is a unique code for our staff to enter when redeeming the voucher at point of sale.

Freitag by Keoma gift card:

- This is a foldable credit sized cardboard gift card with a matching A6 holder and envelope. Inside the card is a unique code for our staff to enter when redeeming the voucher at point of sale.

Our store credits both at our Keoma and Freitag by Keoma stores last for 3 years from date of issue.

Store credits, once issued, cannot be redeemed for cash.

We issue and keep all of our customer store credits digitally in-store at point of sale.

All this will require, when we issue you with a store credit is that we create a customer account, with your name and contact details so we can apply the credit amount to.

You'll then receive a digital receipt with your store credit amount for reference.

When you're ready to purchase with us again, we'll bring up your customer account and redeem any remaining credit at point of sale.