Refund Policy

30 Day Return Policy

We wish to ensure you are completely satisfied with your purchase. If the product is faulty you may return your item/s purchased for a full refund, subject to the following conditions;

The item/s shall be returned within 30 calendar days of purchase. (A photo of the faulty item may be requested in lieu of it being returned upon the agreement of both parties.)
To initiate the return, contact info@frenelle.co.nz and provide full details of the product, reason for return, your nominated bank account and your contact details.
Shipping charges for ‘returns’ are the responsibility of the purchaser.
Refunds will be processed within 48 hours of the product being delivered. back to Frenelle.

Refunds will be made to your nominated bank account or a replacement item will be sent if that is your preference (and a replacement is available).
All jewellery must be returned in the jewellery box it arrived in, with white cardboard over the box to protect it. If tissue paper was in the box, please ensure you put something inside to prevent the jewellery from moving around inside the box. The post office is not known for its delicate handling of parcels.

Change of Mind

If you are purchasing multiple items with the intention of only keeping one and returning the rest, then a restocking fee of 20% of the purchase price will apply.

Unfortunately, Frenelle has had instances where customers have for example, purchased several similar earrings and returned all except the pair they liked and kept.

There is considerable work involved in packing your order and when items are returned there is even more work involved. The jewellery needs to be checked for faults and cleaned thoroughly (hygiene reasons). The inventory on the website needs to be increased and the jewellery phyiscally placed back in storage so that it can be located again. Then further administration work is done when the final refund is processed. There are usually several emails to and from the customer which also take adminsitration time to deal with

I do not want to discourage customers from returning goods that are not suitable and therefore if you are only returning one item - a refund will be given for the purchase price of that item, provided it is returned in its original state and original packaging.

Where two or more items are being returned a restocking fee of 20% of the purchase price will be deducted from the refund.

Faulty Goods

Faulty goods are subject to the Consumer Guarantees Act and the Fair Trading Act.

Non delivery of goods

If your purchase is not received within 5 working days please contact me and I will investigate to try and see what has happened to it. If it has got "lost" you will be refunded if it was the last one, or a replacement will be sent to you.

Please note, that I cannot refund or replace items which are sent to incorrect addresses. It is the responsibility of the purchaser to provide the correct delivery address. The address label is automatically printed from the information provided by the purchaser.

If you feel that your post box is not secure, think about having your parcel sent to a friend or family member who does have a secure letterbox.