FRNE VAULT
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Please read our return policy carefully before initiating a return
Our policy lasts 14 days from the date you receive your order. If 14 days have passed since delivery, unfortunately we cannot offer a refund. Returned items must be received by us within 14 days of delivery.
To process a return, you must include your full name and order number in the Returns Form. Failure to include this information may result in no refund, as we will be unable to identify the return.
We have 2 return locations. Contact us at team@frne.co for your closest location.
To be eligible for a return, items must be unused, unworn, and in the same condition as received. Items must be returned in their original packaging, including all boxes, pouches, tags, and labels.
Returns that do not meet these conditions will be rejected and returned to the sender.
For hygiene reasons, earrings and pierced jewellery are non-returnable and non-exchangeable, unless faulty upon arrival.
Returned jewellery must show no signs of wear, including scratches, marks, discolouration, or damage. Items showing signs of use will not be accepted.
If there is a problem with your order or your parcel arrives damaged, you must contact us within 24 hours of delivery.
All fault or damage claims must be submitted via our Damages / Order Issues Form, including:
Claims submitted after 24 hours or without sufficient evidence may not be accepted.
If your parcel arrives but you believe items are missing or the package arrived empty, you must notify us within 24 hours of delivery and complete the Damages / Order Issues Form.
You will be required to provide clear photos of:
All claims are investigated thoroughly. Claims made outside the stated timeframe or without required evidence cannot be accepted.
Refunds are processed within 5-10 business days after we receive your return
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.
As a customer initiating a return, you are responsible for:
Initiating the return within 14 days of receiving your order
Contacting us at team@frne.co to receive your return address before shipping
Paying for all return shipping costs - We do not cover return postage
Using tracked shipping and keeping your tracking number - This is mandatory for refund processing
Ensuring items are unused, unworn, and in original packaging with all tags attached
Packaging items securely to prevent damage during transit
Including the Returns Form with your full name and order number
Ensuring the return arrives within 14 days of your original delivery date
Important: Failure to meet any of these requirements may result in your return being rejected or refund being denied.
Shop with confidence. We offer a 100-day money-back guarantee on all eligible jewellery purchases.
Products must be unused, unworn, and in pristine condition with no signs of wear or damage.
Items must be returned in original packaging with all certificates, accessories, and materials included.
Customer is responsible for return shipping costs unless the item is defective or incorrect.
All returns undergo inspection. Refunds are processed only after items pass our quality standards.
Returns must be initiated within 100 days of purchase to qualify for a full refund.
All sale, discounted, and clearance items are final sale and non-returnable. This guarantee applies only to full-price purchases.
Please read carefully to understand the difference between our return policy and quality guarantee
Our 14-day return policy applies to standard returns and change-of-mind requests. Items must be in original condition with tags attached.
Our 100-day guarantee covers approved quality-related claims only. This includes manufacturing defects, material issues, and craftsmanship problems.
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