Catherine G.
Avoid- Terrible Customer Service
I was tempted to try Froya Organics due to an Instagram ad with lots of glowing comments underneath. I chose their complete set, with an additional acne and rosacea balm. Like many people, I was automatically enrolled into a subscription and promised a 'free gift'. I followed up about the gift, which never arrived, with no success. I opted to cancel my subscription- the day glow balm turns my face orange, the products are greasy and make up doesn't sit well on them, and the acne and rosacea did nothing for either issue. However it turns out that the 'cancel' button cancels the cancellation, which is misleading. I was then emailed that I my order was being prepared and was charged over £100. I emailed, explaining that I'd understood my subscription had been cancelled and requesting that they cancel the delivery and refund me. I was told I'd need to wait until the delivery had arrived and could then return for a refund. Once the delivery arrived, I requested a postage label for refund and was told I'd need to request this at the Post Office. I had to pay for tracking, which was £4.25. That was nearly a month ago, and I am yet to receive an acknowledgement or refund from Froya. I have emailed them a number of times with proof of postage receipt and requesting an update and refund. They rely on AI bots that fill their responses with bee and flower emojis and platitudes, but no actual resolution. Please think twice before signing up to this company. I have had an awful, expensive, and frustrating experience.
Response from Froya OrganicsMar 26, 2026
Hi Catherine, I’m very sorry for your experience. My name is Erikah, Customer Support Manager at Frøya Organics, and we are already in direct contact with you to resolve this. I would also like to clarify an important point, as we take this very seriously: customers are not automatically enrolled into subscriptions by us. The subscription option is selected by the customer at checkout in order to access a discounted price on recurring orders, and it cannot be applied without the customer’s consent. Additionally, once an order has already been processed, cancelling a subscription applies to future orders only and does not stop the current order from being shipped. For cases involving returns and refunds, we recommend contacting us directly at [email protected], as these need to be handled by a member of our team and cannot always be resolved through automated support. Your return refund has indeed been processed. Please keep in mind that this is a process: the return must arrive at the warehouse, the warehouse must notify us, and the return must then be processed in our system before the refund is issued automatically. This is why we clarify that the process can take up to 15 business days. We will continue assisting you through private communication. Warm regards,