Still have questions? Contact us
If you have any other questions or concerns, you can easily contact us through our form, or reach out directly via info@freqncatelier.com.
1. Frequently Asked
2. Jewelry Care
3. Order + Shipping
Do your products come with a warranty?
- Since FREQNC atelier features a variety of healing brands, including products with limited shelf life such as preserved flowers, warranty periods vary by brand and some items may not be covered. If any of your cherished items encounter issues, please contact us and we will provide a suitable solution.
- For jewelry from our in-house FREQNC brand, a standard 100-day warranty applies. Please note that damage caused by improper use—such as impacts, stone loss, exposure to swimming pools or corrosive liquids, or black spots caused by misuse—is not covered under this warranty.
What is the return policy?
Return requirements
- Items must be in their original condition without signs of wear or damage
- Items returned by mail must include all original packaging, including tags, box, pouch, etc.
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-returnable:
- For hygiene and safety reasons, earrings are considered intimate items and cannot be returned or exchanged unless the item is faulty.
- Gift cards
- Final sale items
- Free Mystery Items
- Shipping fees paid at the time of purchase are non-refundable.
- For returns due to non-quality issues, customers are responsible for all return shipping costs.
What is your returns process?
If you are eligible and would like to initiate a return or exchange, please contact us via LINE @244cdkal or email at info@freqncatelier.com with the information below, and we will guide you through the next steps.
- Order number
- The item(s) you would like to return or exchange
All returns and exchanges must first be approved and processed by our team. Once we receive and inspect the returned items, we will issue a refund to your original form of payment. Please note that the original shipping fee is non-refundable.
All approved returns must be sent to the return address we specify, and for returns due to non-quality issues, customers are responsible for all return shipping costs.
Visit our Return & Refund page to learn more about our return policy.
How Should I Care for My Jewelry?
Just like our bodies, jewelry needs proper care to stay beautiful for longer. Whether it’s 925 silver, K-gold, or gold-plated, keep the following in mind:
- Avoid Chemicals: Keep your pieces away from perfumes, hair sprays, lotions, and other chemicals.
- Keep Dry: Avoid wearing jewelry in swimming pools, hot springs, or the ocean.
- Protect from Sweat: Except for K-gold, try to remove jewelry during heavy exercise or sweating, as it can cause corrosion.
- Proper Storage: When not in use, store each piece separately in a sealed bag or box to reduce friction and limit exposure to air, slowing down oxidation.
What’s the difference between gold-plated, karat gold , and 925 silver?
- 925 Silver: This is an alloy made of 92.5% pure silver and 7.5% other metals. Pure silver is too soft for jewelry design, so this combination makes silver pieces more durable, resistant to bending, and less prone to scratches.
- K Gold (Karated Gold): “K gold” refers to gold jewelry with a certain proportion of pure gold, with 24K being pure gold. For example, 18K gold contains 75% gold and 25% other metal alloys. K gold offers the luxurious look of gold while being more resilient and suitable for everyday wear compared to pure gold.
- Gold-Plated: This is a technique where a layer of real gold is applied to the surface of the jewelry. The underlying metal may be silver, copper, or another metal, depending on the brand and price point. Please note: even if the base is 925 silver, gold-plated pieces are not solid gold, and over time, the gold layer may naturally fade.
How to Restore Your Tarnished 925 Silver Jewelry?
- Professional Silver Cleaner: Use a specialized silver cleaning solution according to the instructions to effectively remove tarnish.
- Silver Polishing Cloth: Gently rub the surface of your jewelry with a silver polishing cloth to quickly restore its shine.
- DIY Cleaning Paste: Mix a small amount of baking soda with water to form a paste, apply it gently on the jewelry, then wipe with a soft cloth and rinse with clean water.
- Professional Maintenance: For heavy tarnish, it’s best to have your piece cleaned and maintained by a professional jeweler.
How to Care for Tarnished K Gold Jewelry?
Although K gold is relatively resilient, it can still dull or develop tiny spots over time if not properly cared for. The easiest way to clean it is to gently brush the affected areas with a soft-bristled toothbrush dipped in soapy water.
For pure gold, white gold, or solid K gold pieces, you can also use a cotton pad lightly moistened with alcohol to wipe them clean. However, if your jewelry includes other gemstones—such as diamonds or pearls—avoid using alcohol on those areas, as it may damage the stones.
How to Care for Tarnished Gold-Plated Jewelry?
Any piece that isn’t made of solid gold or silver may experience color fading over time. Sometimes even K gold is plated to enhance its color, and when the plating wears off, the underlying metal may show through.
- Silver-plated pieces: If the fading is minor, gently rub the surface with a soft cloth. If you don’t have one, a facial tissue with a small amount of toothpaste can also work. A little trick is to use a touch of translucent setting powder on a cloth and gently buff the piece.
- Gold-plated copper pieces: You can try the same methods above, but depending on oxidation and wear, the remaining gold layer may vary. In some cases, professional servicing is needed, including polishing and re-plating. We will assess the piece and charge a maintenance fee based on its condition.
Why does my product look slightly different?
At our platform, we believe that natural energy is an essential part of the healing process. Each brand focuses on using natural materials, such as fresh flowers, pearls, gemstones, and crystals. Just as it’s impossible to find two people in the world who are exactly alike—even twins are only very similar—finding stones or materials with identical shapes, patterns, and sizes is equally impossible. This means every product is truly one-of-a-kind. We strive to ensure that each piece meets the same quality standards, but flawless perfection cannot be guaranteed (unless the materials are synthetic). We hope you understand and appreciate the beauty of nature’s unique gifts.
How is the quality of the products? Are they safe to wear for sensitive skin?
- FREQNC atelier exclusively partners with high-quality healing brands, carefully vetting each product before collaboration. We feature the latest offerings from selected brands or special co-branded collections, so you can shop with confidence.
- For our own FREQNC-designed jewelry, we use 925 sterling silver, K-gold, or budget-friendly gold-plated copper. All pieces undergo triple-layer plating, plus an additional color-protection coating. Our gold-plated items feature a thicker layer of real gold—about three times the thickness of standard jewelry on the market (typically 0.03 mm; FREQNC plating ranges from 0.08–0.1 mm depending on the piece).
- What does this mean for you? Less irritation, longer-lasting color, and overall higher durability. Many members of our team have sensitive skin and experience itching or rashes when wearing inexpensive jewelry. Every piece is tested during the product development phase to ensure it can be comfortably worn for extended periods.
What are shipping costs and timeframes?
For detailed information on shipping costs and estimated delivery times, please check out our Shipping & Delivery page. It has all the details you need to know about shipping options, costs, and expected timeframes.
How can I check the status of my order?
To check the status of your order, please log in to your account here.
Once logged in, you’ll be able to view your order history, tracking information, and any updates related to your purchases.