Refund policy

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

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, and undamaged, with any original tags, packaging, and accompanying materials included. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@frequencystone.com before sending anything back. If your return is accepted, we will provide return instructions and the applicable return address.

Please do not send items back without first requesting a return. Unauthorized returns may not be accepted.

For change-of-mind returns, the customer is responsible for return shipping costs. All change-of-mind returns must be sent using a trackable shipping service. For Three Thousand Worlds, One-of-One pieces, and other high-value items, the return shipment must be trackable and insured for the full purchase value.

You can always contact us with any return questions at hello@frequencystone.com.

Cancelling an Order

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 would like to change something about your order rather than cancel it,
please contact us at hello@frequencystone.com as soon as possible.

Once an order has been fulfilled, it is no longer eligible for cancellation and
is handled under the return terms in this policy.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if your item arrives defective or damaged, if you receive the wrong item, or if the item is materially different from what was ordered.

Please include your order number and clear photographs where possible so that we can evaluate the issue.

If the issue is due to an error on our part, damage in transit, a materially incorrect item, or a confirmed craftsmanship issue, Frequency & Stone will cover reasonable applicable return or replacement shipping costs.

Natural Variation

Our pieces are made with natural stones and minerals. Variations in color, inclusions, texture, pattern, transparency, internal features, and other natural characteristics are part of the individual character of each stone and are not, by themselves, considered defects.

We make every reasonable effort to photograph and describe each piece accurately. Please keep in mind that natural materials may also appear slightly different depending on lighting, screen settings, and viewing conditions.

Exceptions / Non-Returnable Items

Items that are made, altered, customized, or personalized specifically to your individual requirements are generally not eligible for change-of-mind returns.

A standard sizing adjustment — including a bracelet adjusted to a customer's wrist measurement through our sizing service — does not by itself make an item personalized or non-returnable.

This does not affect your rights if an item arrives damaged, defective, incorrect, materially different from what was ordered, or where otherwise required by applicable law.

Gift cards are non-returnable, except where required by applicable law.

A piece being One-of-One, part of Three Thousand Worlds, or otherwise unique does not by itself make it final sale.

If you have questions about the return eligibility of a particular item, please contact us at hello@frequencystone.com before placing your order.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different item is to return the original item in accordance with this policy and, once the return has been accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method. We aim to process approved refunds within 5 business days after inspection.

Where a cancellation request is confirmed as described under Cancelling an
Order, no return or inspection is required. Any amounts paid for the cancelled
order, including shipping charges, will be refunded. We aim to process the
refund within 5 business days of confirming the cancellation.

Please note that your bank, credit card company, PayPal, or other payment provider may require additional time to process and post the refund to your account.

Except where required by applicable law, or where the return results from an error on our part, original shipping charges and any upgraded shipping charges are non-refundable.

If you have not received an approved refund within a reasonable period after we confirm that it has been processed, please contact us at hello@frequencystone.com.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.