Full Price Items:

Customers are responsible for the shipping cost of the item/items which are required to be exchanged. 

We have a 14-day exchange policy, which means you have 14 days after receiving your item to request an exchange. 

To be eligible for an exchange, your item must be in the same condition that you received it unworn or unused. You’ll also need the receipt or proof of purchase. We do not offer refunds we will issue you a credit note or an exchange.  

To start a return, you can contact us at support@frailajewellery.com If your exchange is accepted, we’ll send you the returns address, as well as instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

Please note that Earrings or Body Jewellery are not included in this policy, these are not returnable or exchangeable for hygiene reasons and the protection of all of our customers. 

Please review the following terms for exchanges:

• The 14-day period begins from the date the item is received.
• Items must be unworn, unused, and in their original packaging.
• Any signs of wear or damage will result in a rejection of the return, and the item will be sent back to you.
• Some products come with a branded Fraila tag or security ribbon. Removing this tag/ribbon will invalidate the exchange policy. Please ensure you are completely satisfied with the item before removing it.

Please note we do not accept returns unless the items are of unsatisfactory quality or unfit for purpose. We take full responsibility if the item you receive is of poor quality when you open the package. However, please note that we conduct a thorough quality check on each item before it is shipped. Any damage that occurs will happen during transit.

Exchanges will be given in the form of a credit note which can be spent for up to 12 months from the date it is issued. This will be sent via email to the email address used upon checkout. Please allow 7-10 days for this to be received from the day we receive the item back.

To complete this process, you can contact us via email to start the exchange process. Please include the order number and name on the order. We will provide you with the return address and any applicable conditions for the return. We recommend obtaining proof of postage and using a tracked service to send the item back, ensuring it reaches us safely. Fraila Jewellery cannot be held responsible for any items lost in transit. 

FREE ITEMS:

In the case that an item comes free with a purchase and you wish to exchange the goods or there is a fault, the free item must be returned with the order to be eligible for an Exchange. If the promotional item is not returned with the order, Fraila Jewellery reserves the right to charge the full retail price for the item. If the value of the promotional item is less than the total order, the package will be returned to you. The refund will be adjusted accordingly, and once processed, the order cannot be amended.

Sale Items:

All items ordered in a sale or markdown cannot be returned or exchanged. All sales are final.