REFUND POLICY

Refund Policy

 

At Frozen Gold, we are committed to ensuring your satisfaction with every purchase. Please read our refund policy carefully to understand your rights and our procedures.

 

STANDARD PRODUCTS

 

Returns and Exchanges

• Items can be returned or exchanged within 14 days of delivery if they are unworn, undamaged, and in their original packaging.

• Customers are responsible for return shipping costs unless the item is defective or an error occurred on our part.

 

How to Request a Return/Exchange

1. Contact us at support@frozengold.co.uk with your order number and reason for the return/exchange.

2. We will provide a return address and instructions.

3. Once we receive and inspect the item, we will process your refund or exchange within 5–7 business days.

 

CUSTOM ORDERS

 

Due to the personalised nature of custom jewellery, custom orders are non-refundable.

• If you’re unsatisfied with your custom piece due to a defect or error, please contact us within 7 days of delivery, and we’ll work with you to resolve the issue.

 

DEFECTIVE OR DAMAGED ITEMS

 

If your item arrives damaged or defective:

1. Email us at support@frozengoldjewellers.com within 7 days of delivery.

2. Include photos of the damage and your order details.

3. We will offer a repair, replacement, or refund, depending on the situation.

 

NON-REFUNDABLE ITEMS

 

The following items are not eligible for refund or exchange:

• Custom or personalised pieces

• Gift cards

• Jewellery care kits or cleaning products once opened

 

REFUND PROCESS

 

Approved refunds will be processed to your original payment method within 5–10 business days. Refund times may vary depending on your bank or card provider.

 

FREQUENTLY ASKED QUESTIONS

 

Q: Can I cancel my order?

• Ready-Made Items: Orders can be cancelled within 24 hours of placement if they haven’t been shipped.

• Custom Orders: Orders can only be cancelled during the design phase. Deposits may not be refundable if significant work has been completed.

 

Q: Do I need proof of purchase for a return?

Yes, you must provide your order confirmation or receipt for any return, refund, or exchange request.

 

Q: Will I be refunded for shipping costs?

Shipping costs are non-refundable unless the return is due to a defective or incorrect item.

 

If you have any other questions or need further assistance, please contact us at support@frozengoldjewellers.com or visit our Contact Us page.