Refund & Return Policy
We want you to love your jewellery as much as we do. If something isn’t quite right, returning your order is simple and hassle-free.
If your item arrives with a defect or quality issue, we’ve got you covered — simply reach out to us within 30 days and we’ll arrange a free replacement right away.
For returns that are not related to quality issues, we also offer a 30-day return window, which can be processed according to the policy outlined below.
Refund Policy
You can return items purchased from FREQNC atelier for a refund or store credit within 30 days of the delivery date. All returns must be approved before sending it back to us.
- 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.
- Tags must be attached
- 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.
- For hygiene and safety reasons, earrings are considered intimate items and cannot be returned unless they are faulty.
- Gift cards
- Final sale items
- Free Mystery Items
How to Return
To start a return or exchange, contact us via LINE @244cdkal or email info@freqncatelier.com with the information below.
- Order number
- The item(s) you would like to return or exchange
- All returns must be approved before shipping. Once we receive and inspect the item, we'll refund your original payment method. Original shipping fees are non-refundable. Return shipping costs are the customer's responsibility for non-quality issues.
Exchanges
We gladly accept exchanges for different sizes or colors within 30 days of purchase.
Processing Time
Refunds will be granted once we've received and inspected the eligible return item. Due to high warehouse volume, please allow 3 to 5 days for return processing.
Refunds to your original payment method will be made within 10 business days upon receiving the returned item or cancellation request. If you don't receive your refund 14 days after returning the product, please contact us immediately via LINE @244cdkal or email at info@freqncatelier.com
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Return Shipping
Customers are responsible for return shipping costs unless the item is defective or we made an error.
Questions?
Email: info@freqncatelier.com
Monday - Friday: 9:00 AM - 6:00 PM