Frequently Asked Questions

Yes. Frequency & Stone works with natural stones, minerals, and other natural materials.

Because they are formed in nature, variations in color, transparency, inclusions, mineral lines, clouds, texture, shape, and surface character are expected. These differences are part of what makes each piece individual.

We do not treat normal natural variation as a defect.

For pieces marked One-of-One, or where the listing states that you will receive the exact piece shown, the photographs represent that individual piece.

For designs made more than once, natural variation between stones is expected. We aim to preserve the overall material, character, and design shown while allowing each stone to remain naturally individual.

One-of-One means that the piece is built around an individual natural stone or composition and is offered as a unique piece. Once sold, that exact stone or composition may not be reproducible.

This is especially important for pieces in Three Thousand Worlds, where the natural landscape, inclusions, structure, and character of the stone form part of the identity of the work.

Not necessarily. Natural stones may contain inclusions, internal mineral lines, clouds, veils, small pits, texture, or other features formed during their geological development. These are not automatically signs of damage.

If you are ever unsure about a feature in your piece, send us a clear photograph and we will be happy to take a look.

Our bracelet sizes are based on your actual wrist circumference. Measure snugly around your wrist near the wrist bone without adding extra room. We account for a comfortable fit when sizing the bracelet.

If you fall between two sizes, choose the larger size.

You can find illustrated instructions in our Size Guide.

M is our most commonly selected size and is a good place to start, especially when buying as a gift.

For the best fit, we still recommend measuring the wrist whenever possible.

For many bracelet designs, yes. Select Need another size? on the product page and enter your actual wrist measurement. Where the design allows, we will adjust the piece accordingly.

Some natural stone compositions may limit how precisely a piece can be resized.

A custom wrist measurement is treated as a sizing adjustment, not a personalized item, and does not by itself affect your usual return eligibility.

Where a necklace is offered in S / M / L:

• S — 41 cm / 16 in
• M — 46 cm / 18 in
• L — 51 cm / 20 in

M is the default everyday length for most designs.

Some necklaces may be offered at a fixed length where the construction or composition is not intended to be adjusted.

Yes. Frequency & Stone ships internationally to supported destinations.

Available shipping methods, rates, and estimated delivery times are shown at checkout and explained in our Shipping Policy.

Most orders are prepared within 2–4 business days before dispatch.

Transit time depends on the destination, carrier, and customs processing. Please refer to our Shipping Policy for current delivery estimates.

We offer complimentary standard shipping on qualifying orders of $129+.

Any available shipping options and charges will be shown at checkout.

Depending on your destination and the shipping route used, your order may be subject to customs duties, import taxes, clearance fees, or other local charges.

Please refer to our Shipping Policy for the current treatment of duties and taxes.

Cancellation requests may be submitted within 24 hours of placing an order, provided the item has not been fulfilled. You can submit a request through your customer account. Requests are reviewed before cancellation is confirmed.

If you need to change something rather than cancel the order, please contact us as soon as possible.

Eligible returns may be requested within 14 calendar days of delivery. Returned pieces must be unworn, unused, undamaged, and returned with their original packaging, tags, and accompanying materials.

One-of-One and Three Thousand Worlds pieces are not automatically final sale simply because they are unique.

Please see our Return & Refund Policy for full conditions.

For change-of-mind returns, the customer is responsible for return shipping. Original and upgraded outbound shipping charges are non-refundable, except where required by law or where the return results from an error on our part.

All change-of-mind returns must be sent using a trackable service. Three Thousand Worlds, One-of-One pieces, and other high-value items must also be insured for their full purchase value.

If the order arrives damaged, incorrect, materially different from what was ordered, or has a confirmed craftsmanship issue, we will arrange the appropriate resolution and cover reasonable applicable shipping costs.

We do not currently offer direct exchanges. If you would like a different piece or size, please return the original item in accordance with our Return & Refund Policy and place a new order once the return has been accepted.

Please contact us as soon as possible with your order number and clear photographs of the issue. We will review what happened and arrange the appropriate resolution.

Please do not send anything back before receiving return instructions from us.

Yes. Frequency & Stone jewelry is covered by a 1-Year Limited Craftsmanship Warranty, beginning on the date your order is delivered.

The warranty covers confirmed craftsmanship, construction, or assembly issues and includes one complimentary craftsmanship repair per piece, subject to assessment.

Please see our full Warranty for details.

It depends on the cause. Premature snapping or failure of elastic under normal use may be covered where we determine that the issue resulted from the original construction of the piece.

Gradual stretching or loosening through regular wear is considered normal ageing and is not covered.

If your bracelet begins to feel noticeably loose or insecure, we recommend that you stop wearing it and contact us before the cord fails.

Accidental damage caused by dropping, impact, pressure, crushing, or similar external force is not covered by our craftsmanship warranty.

Natural stones — particularly unique One-of-One stones — may not be replaceable or capable of being restored to their original shape or appearance.

If stone damage appears to result from the original drilling, setting, fastening, or assembly of the piece, we will assess it individually.

Sometimes, but not always. Depending on the stone and the nature of the damage, limited refinishing, reshaping, polishing, or reconstruction may occasionally be technically possible.

Any such work may change the stone’s original dimensions, contour, finish, or appearance. We therefore assess unique stones individually and do not promise that they can be restored to their original condition.

Paid aftercare may be available where appropriate.

Natural stones vary in hardness, structure, porosity, and durability, so gentle handling is always recommended. As a general rule:

• avoid impact and unnecessary pressure;
• avoid prolonged soaking;
• keep jewelry away from perfumes, harsh chemicals, chlorine, and cleaning products;
• remove pieces before swimming, bathing, intensive exercise, or activities where they may be struck or pulled;
• store pieces separately in a dry place away from prolonged direct sunlight and excessive heat.

Please see our full Care Guide for more detailed guidance.

We recommend removing it first.

Prolonged exposure to water, chlorine, salt water, soaps, and other chemicals may affect stones, metal components, elastic, cord, and other materials over time.

Different minerals behave differently. Some stones are softer, some have natural cleavage or internal structures that make them more vulnerable to impact, and obsidian is a natural volcanic glass.

This is part of the nature of working with real stone rather than a uniform manufactured material.

Yes. Every Frequency & Stone order arrives in gift-ready packaging, included with your purchase. There is no separate wrapping service to buy.

More detail is on our Gift & Packaging page.

Yes. Gift orders can include a complimentary personalized gift note. Mark the order as a gift in your cart and write a few words for the recipient.

More detail is on our Gift & Packaging page.

If you choose a piece through Stone Match Gift Mode, you can also include a short version of the Match with your gift. You will be able to review the wording before ordering.

Yes. If you’re unsure, our Size Guide can help you choose.