Returns & Exchanges
30 day returns
You have 30 calendar days from the day your order is delivered to request a return. The piece needs to be unworn, in its original packaging, and with the GRA certificate included where one was supplied.
How to start a return
Email frostandfacets@gmail.com with your order number and what you would like to do. We will reply with a return address and instructions. Please do not post anything back before you have that address, because parcels sent to the wrong facility cannot be traced.
Who pays for return postage
- Item faulty, damaged in transit, or not what the listing described: we pay return postage and refund in full.
- Changed your mind, wrong size ordered, or did not suit: you pay return postage.
Use a tracked service. An untracked return that does not arrive cannot be refunded, because there is nothing to prove it was sent.
Exchanges
Sizing exchanges are the most common request and we handle them as a straight swap rather than a refund and reorder. Ring sizes, chain lengths and bracelet lengths can all be exchanged once within the 30 day window. You cover postage to us and we cover postage of the replacement back to you.
Refunds
Refunds are issued to the original payment method within 3 business days of the return being received and checked. Your bank may take a further 3 to 10 business days to show it. Original shipping costs are refunded only where the return is our fault.
What we cannot accept
- Pieces that have been worn, resized, engraved or altered by a third party
- Earrings returned without their original sealed packaging, for hygiene reasons
- Returns requested more than 30 days after delivery
Damaged on arrival
Photograph the parcel and the piece before you do anything else, then email us within 48 hours of delivery. With photographs we can resolve it immediately. Without them the carrier will usually reject the claim.