Froyé FAQ

Shipping & Delivery

When will my order be shipped?

Products that are in stock are usually prepared and shipped within 24 hours of receiving payment. Personalized products or pre-orders may require a longer processing time. Detailed information can be found on the respective product page.

How long does delivery take?

Deliveries within Austria generally take 1–2 business days. For Germany and other EU countries, delivery usually takes 2–5 business days. During promotional periods, before public holidays, or during particularly busy shipping periods, delays may occur on the part of the shipping carrier.

How much are the shipping costs?

Shipping costs are displayed at checkout before the order is completed. Standard shipping within Austria is €5.90, shipping to Germany is €11.40, and shipping to other EU countries is €11.40.

Shipping within Austria is free for orders over €80. Shipping within Europe is free for orders over €120.

Will I receive tracking information?

Yes. Once your order has been shipped, you will receive a tracking link by email. If you have not received an email, we recommend checking your spam folder as well.

What happens if my package cannot be delivered?

If a package is returned to us due to an incorrect address, refusal of delivery, or a failed delivery attempt, we will contact you. If the issue was not caused by Froyé, the customer is responsible for the cost of reshipment.

Returns & Refunds

Do I have the right to return my order?

Yes. For online purchases, you have the right to withdraw from the purchase within 14 days of receiving the goods without providing any reason. The product must be returned unworn, undamaged, and in its original packaging.

How do I start a return?

Please email us at info@froye.at within 14 days of receiving your order and include your order number. We will then provide you with further return instructions.

Who covers the return shipping costs?

Unless the product was delivered incorrectly, damaged, or defective, the customer is responsible for the return shipping costs. We recommend using a shipping method with tracking. Under EU regulations, the seller may require the customer to bear return shipping costs, provided this has been clearly communicated before purchase.

Can I return worn products?

No. For hygiene and quality reasons, only unworn, undamaged, and resalable products can be returned. Returns will not be accepted if products show signs of wear, scratches, deformation, or contact with perfume, cream, water, or sweat.

Can I return earrings?

For hygiene reasons, earrings may only be returned if they are unworn and the hygiene seal or original packaging remains intact. If the seal has been opened or the product has been worn, returns are excluded.

When will I receive my refund?

Once your return has been received and inspected, the refund will be issued to the original payment method. The process is usually completed within 3–7 business days after the return has been received.

Can I cancel or modify my order?

If your order has not yet been prepared or shipped, we will do our best to accommodate a modification or cancellation. Please contact us as soon as possible at info@froye.at. Once the order has been packed, shipped, or the production of a personalized item has begun, cancellation or modification may no longer be possible.

What should I do if I received the wrong or a damaged product?

Please contact us within 24 hours of receiving your order at info@froye.at. Send us your order number along with clear photos of the product and packaging. If the error is on Froyé’s side, we will take care of the solution, whether through replacement, repair, or refund.

Payment

Which payment methods do you accept?

We accept payment methods such as credit card, PayPal, Klarna, Apple Pay, Google Pay, Sofort, EPS, and Shop Pay. Available payment options will be displayed at checkout.

Is my payment secure?

Yes. All payments are processed through secure payment providers. Froyé does not store complete credit card details.

Materials & Quality

What materials are used in Froyé jewelry?

Froyé jewelry is crafted from high-quality materials. Depending on the model, materials may include 925 sterling silver, gold plating, rhodium plating, natural stones, freshwater pearls, or enamel. Detailed material information is transparently provided on each product page.

What is 925 sterling silver?

925 sterling silver is a premium silver alloy consisting of 92.5% pure silver and 7.5% other metals. Pure silver is too soft for everyday use, which is why 925 sterling silver is widely used in jewelry making, combining quality with durability.

Is Froyé jewelry handmade?

Yes. Froyé products are handcrafted, assembled, or hand-finished. Minor variations in shape, surface, or finish are not defects but a natural part of artisanal craftsmanship.

Why does silver tarnish?

Silver may oxidize and darken over time. This is a natural process and not a sign of poor quality. Exposure to air, moisture, sweat, perfume, cosmetics, and cleaning products can accelerate this process.

Care

How should I care for my Froyé jewelry?

Store your jewelry in a dry, clean place and keep pieces separate from one another. Clean them gently with a soft jewelry cloth. Avoid harsh brushes, chemical cleaners, and prolonged exposure to moisture. The simplest rule is: put your jewelry on last and take it off first when you return home.

Is Froyé jewelry waterproof? Can I wear it while showering or swimming in the sea?

We recommend removing your Froyé jewelry before showering, bathing, swimming, exercising, or sleeping. Water, chlorine, saltwater, and sweat can affect the surface, shine, or plating over time. Marketing jewelry as “waterproof under all conditions” may sound appealing, but in most cases, it is not an honest promise.

Can perfume, cream, or cosmetics damage jewelry?

Yes. Perfume, creams, hairspray, makeup, soap, and cleaning products can affect the surface of jewelry, cause discoloration, or shorten the lifespan of plating. For this reason, it is best to put on your jewelry only after using such products.

How should I store my jewelry?

Store each piece separately in its Froyé packaging, a soft pouch, or a dry jewelry box. This helps reduce the risk of scratches, tangling, and unnecessary oxidation.

Warranty, Repairs & Service

Is there a warranty on Froyé jewelry?

If you believe your product has a material or manufacturing defect, please contact us with your order number and photos. Normal wear and tear, scratches, impacts, deformation, loss, improper use, and contact with water, perfume, creams, or chemicals are not covered by the warranty.

What is the difference between a manufacturing defect and user damage?

A manufacturing defect exists when a product is faulty due to materials or workmanship. User damage, on the other hand, results from pulling, dropping, crushing, improper storage, bending, or contact with chemicals.

Does Froyé offer repairs?

Yes. Whenever possible, we provide assistance with repairs. Depending on the nature of the damage, we may offer part replacement, repair, polishing, or another suitable solution. Please send your order number and clear photos to info@froye.at for assessment.

Do you offer re-plating or polishing services?

For certain products, polishing, re-plating, or refurbishment services may be available. Whether this service can be provided depends on the material, plating, and current condition of the product. Please contact us for an individual assessment.

Packaging & Gifts

How will my order be packaged?

Every Froyé order is carefully and securely packaged. Depending on the product, your jewelry will be delivered in a Froyé jewelry box, pouch, or other suitable protective packaging.

Is the packaging suitable for gifting?

Yes. Froyé jewelry is packaged in a way that makes it suitable for gifting. Where available, you may add gift wrapping or a gift note during checkout.

Can I add a personal message?

If this option is available at checkout, you may include a short personal message. For gift orders, no visible price information or invoice will be included in the package upon request.