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Returns Policy

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.

Critical Requirements
  • Returns must be initiated within 14 days of delivery
  • Items must be received back by us within 14 days of delivery
  • Tracking number is required - No refund will be issued without proof of return shipment

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 for your closest location.

Critical Requirements
  • Complete the Returns Form with your full name and order number
  • Email to receive your return address
  • Keep your tracking number - This is mandatory for refund processing
  • We do not cover return shipping costs - Customer is responsible for all return postage

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.

Critical Requirements
  • Items must be completely unused and unworn
  • All original packaging, tags, and labels must be intact
  • Items must be in pristine, resellable condition
  • Any signs of wear will result in return rejection

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.

Critical Requirements
  • Earrings and pierced jewellery cannot be returned (hygiene policy)
  • Exception: Faulty items can be returned within 24 hours of delivery
  • All jewellery must be free from scratches, marks, or discolouration
  • Any visible wear will result in return rejection

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:

  • Your order number
  • Clear photos or videos of the item
  • Photos of the inner and outer packaging, including the shipping label

Claims submitted after 24 hours or without sufficient evidence may not be accepted.

Critical Requirements
  • Report within 24 hours of delivery - Late claims may be rejected
  • Complete the Damages / Order Issues Form
  • Provide clear photos/videos of the damaged item
  • Include photos of all packaging (inner, outer, and shipping label)
  • Provide your order number

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:

  • The outer packaging and shipping label
  • The internal packaging
  • All contents received

All claims are investigated thoroughly. Claims made outside the stated timeframe or without required evidence cannot be accepted.

Critical Requirements
  • Report within 24 hours of delivery
  • Complete the Damages / Order Issues Form
  • Provide photos of outer packaging with shipping label visible
  • Provide photos of internal packaging
  • Provide photos of all items received

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.

Critical Requirements
  • Tracking number must be provided - No refund without proof of shipment
  • Item must pass inspection upon receipt
  • Processing begins only after item is received at our facility
  • Allow 5-10 business days for refund to appear in your account

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.

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