Maria
Problems cancelling subscription, poor customer service
While Froya creams are really good, the company uses a subscription scheme and it is problematic to cancel the said subscription. I probably use less cream than a regular Froya client, and I still have more than half in the jars which i ordered in December last year, so I do not need more creams at the moment. However my account was charged in March and a parcel promptly arrived which after corresponding with the customer service and getting their assurance that my subscription is cancelled, I sent to the UK based warehouse and finally received my refund in May (again, there were questions from the customer service rep that they could not see the scan of postage receipt clearly, but we sorted it out). Shortly after receiving my refund I received an email to say that my account was charged again and another parcel was headed to me. This was surprising since I was assured in March that they cancelled my subscription. So now I am trying to return this other parcel again and the support rep tell me to "refuse the parcel or take it to my local post office with a note "return to sender`'. In the process I requested the address to which I should return the parcel (the previous parcel I returned to an address in UK but I wanted to check if it was still the case), and to my request to tell me how to return the package this time I receive a message from support saying "I´m previous emails, I suggested some options to return. You can check there and use one of those to return the package. After the package is delivered, we need to wait until the warehouse notifies us about it to make the corresponding refund. Please note that this process can take a few weeks or days after delivery." When I requested the exact return address again I was finally given an address in the Netherlands and given the advice to pay for international postage saying "I understand. However, customers take care of the returns 😓" After I demanded to know why I could not return to UK as previously, I got the answer "At this time, our UK warehouse is solving some administrative issues. It´s not possible to return there 😕". I escalated the issue and promised to be sent a label for international postage so that I could take the package to the post office and send it back to the Netherlands. I will wait and see how this is resolved and add to my review, but in the meanwhile a word of caution - beware of the subscription, it is not as easy to cancel as they say and not everyone is lucky to receive a quick refund, even when the mistake is certainly on the Froya side. UPDATE My issue was eventually resolved, I received my refund and a postage lable for sending the creams back to Froya warehouse in the Netherlands. I wanted to stress that the actual product is really good, it worked well on my skin, reducing eczema and irritation, I am very grateful for this, it's just the subscription service that I have an issue with. I especially like the night cream, wish that the day cream was a little less orange, as I can only use a really tiny amount of it before my face gets a yellowish tint. This little inconvenience is worth it tough because the product does work.
Response from Froya OrganicsJun 19, 2026
Hello Maria, Thank you for taking the time to share your experience. First of all, we're pleased to hear that you've been enjoying the products themselves. At the same time, we're truly sorry for the frustration you've experienced regarding your subscription and return requests. We completely understand how concerning it must have been to receive another charge and shipment after believing your subscription had already been cancelled. We also understand how frustrating it was to receive different return instructions while trying to resolve the matter. After reviewing your case, we can see that our team has been actively working with you and offering assistance throughout the process. We can also see that your case was escalated yesterday to ensure it receives additional review and attention. Please rest assured that we remain committed to resolving this matter fairly and helping you reach a satisfactory outcome. We appreciate your patience while our team completes the review. We are here to help. Frøya Organics