Returns & Refunds
Do I have the right to return my order?
Yes. In addition to your statutory 14-day right of withdrawal, Froyé offers a voluntary return policy of a total of 30 calendar days from receipt of your order.
The 30-day period begins on the day after you receive the goods. Your return must be registered with us no later than the end of the 30th calendar day.
If your return request reaches us after this deadline, we can no longer accept it under our voluntary return policy.
Your statutory withdrawal rights apply during the first 14 days. From Day 15 to Day 30, the additional conditions of our voluntary return policy apply.
Earrings are excluded from our voluntary return policy from Day 15 to Day 30.
How do I start a return?
Contact us within the applicable return period at info@froye.at and let us know which products you would like to return. Please include your order number whenever possible.
Our team will process your return request within one business day at the latest and provide you with the necessary return instructions.
Please wait until you have received our return instructions before sending the goods back to us.
How long do I have to send my return after registering it?
Once your return has been registered within the applicable period, you have 14 calendar days to send the goods back to us.
The deadline is met if you dispatch the return no later than the final day of this 14-day period.
Under our voluntary return policy, if the goods are not dispatched within this period, your eligibility for the voluntary return expires and we may decline a later return.
The 30-day period therefore does not mean that the goods must physically arrive at Froyé within 30 days. What matters is that you register your return within the 30-day period and dispatch it within the subsequent return deadline.
Who pays the return shipping costs?
For a standard return where the product is not defective, you are responsible for the direct cost of returning the goods.
If a product is defective or damaged, or if you have received the wrong product, please contact us at info@froye.at before sending anything back.
Where a legitimate defect exists and a return is required, Froyé will cover the necessary return shipping costs.
We recommend using a trackable shipping method for your return.
Do I need to return the original packaging?
For returns made under our voluntary return policy from Day 15 to Day 30: yes.
The product must be returned complete and together with its full original packaging, the Froyé pouch, all product-related cards and any other packaging or accompanying elements supplied with it.
If any of these items are missing, we may decline the return under our voluntary return policy.
For a statutory withdrawal during the first 14 days, we also ask you to return all supplied components. However, the absence of the original packaging alone does not exclude your statutory right of withdrawal.
Can I return a product that has been worn?
For a return under our voluntary return policy from Day 15 to Day 30, products must be unworn, undamaged, complete and in a condition suitable for resale.
During the statutory withdrawal period, you may inspect a product only to the extent necessary to establish its nature, characteristics and functioning. Handling the product beyond what is necessary for such an inspection may result in diminished value for which you may be liable.
Special conditions apply to earrings because they are supplied with a hygiene seal.
Can I return earrings?
Special return conditions apply to earrings for hygiene reasons.
Froyé earrings are supplied with a hygiene seal.
During the statutory withdrawal period, an earring may only be returned while the hygiene seal remains complete and intact.
Once the hygiene seal has been removed or opened after delivery, the earring is excluded from return for hygiene reasons and the statutory right of withdrawal ceases, provided the applicable legal requirements are met.
Please therefore make sure that you wish to keep the earring before opening the hygiene seal.
From Day 15 to Day 30, earrings are entirely excluded from our voluntary return policy – even if the hygiene seal remains intact.
This does not apply to defective, damaged or incorrectly delivered earrings. Your statutory rights relating to defective goods remain unaffected.
Are the original delivery charges refunded?
In the event of a statutory withdrawal, the cost of our least expensive standard delivery option will be refunded in accordance with the applicable statutory rules.
If you selected a more expensive delivery option, such as express shipping, the additional cost above our least expensive standard delivery option will not be refunded.
For returns made under our voluntary return policy from Day 15 to Day 30, the original delivery charges are not refunded.
When will I receive my refund?
For a statutory withdrawal, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Once the requirements for reimbursement have been met, Froyé will initiate the refund within one business day at the latest using the original payment method. Applicable statutory refund deadlines remain unaffected.
For a voluntary return from Day 15 to Day 30, we inspect the goods once they arrive. If the return is accepted, we will initiate the refund within one business day after completing our inspection.
Once we have submitted the refund to your payment provider, additional processing time may be required before the amount appears in your account. This depends on your payment method, payment provider and bank and is outside Froyé’s control.
Can I return personalised or custom-made products?
The statutory right of withdrawal may be excluded for products made to your individual specifications or clearly personalised for you, provided the applicable legal requirements are met.
This may include, for example, individually engraved jewelry or pieces made specifically according to your instructions.
Where applicable, information about an exclusion from returns will also be provided on the relevant product page.
Your statutory rights relating to defective or incorrectly delivered products remain unaffected.
Can I cancel or change my order?
If your order has not yet been prepared or dispatched, we will do our best to accommodate a change or cancellation.
Please contact us as early as possible at info@froye.at.
Once your order has already been packed or dispatched, or production of a personalised item has begun, a change or cancellation may no longer be possible.
Your statutory withdrawal rights remain unaffected where they apply to the relevant order.
What should I do if I receive the wrong, damaged or defective product?
Please contact us as soon as reasonably possible at info@froye.at and provide your order number together with clear photos of the product and packaging where possible.
Our team will process your request within one business day at the latest and provide you with the next steps.
Where a legitimate defect exists and a return is required, Froyé will cover the necessary return shipping costs.
Where a full return is required, we ask you to return the product together with its original packaging, Froyé pouch, product-related cards and all other components supplied with it.
This also applies to earrings.
Your statutory rights relating to defective goods remain fully unaffected.