ORDER AND FULFILLMENT

Items provided by Frida & Florence remain the property of the company until paid for in full by the customer. Your order will be dispatched only once we have received payment in full for your jewelry. Once received, you will receive a notification email to the address you provide at checkout with details of your order and parcel tracking.

CANCELLATION POLICY

Cancellation by you: 
You may cancel or amend your order within one hour of payment. Please contact our Customer Service team immediately at info@fridaandflorence.com.

Cancellation by Frida & Florence:
We retain the right to cancel any purchase contract between us and the customer if:  

• the item of jewelry you have purchased is out of stock; or
• a typing error listed any of your purchased pieces at an incorrect price.  

If we need to cancel your order, we will let you know via email and return the full amount Frida & Florence deducted from your account as soon as possible, within five working days of payment at the latest. We are not obliged to offer compensation for any negative impacts caused by cancelling your order.


PRICES

Jewelry prices are displayed in Pounds Sterling or Euro, also the currency in which you will be invoiced. All jewelry orders are subject to product availability and charged at the prices shown on our Website at the time of purchase.


PAYMENT METHODS

We accept all major payment methods, including Visa, Visa Debit, MasterCard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay.


RETURNS & EXCHANGES 

Returning jewelry 

We understand that jewelry try-outs can take a while. To give you plenty of time to decide, all full priced jewelry orders can be returned within 30 days of purchase. SALE or Discounted item(s) cannot be refunded and exchanged.

For more information on how to return, please see our Shipping & Returns page.

All refunds will be processed to the payment card and with the same method originally used to place the order. Please note when returning your order that we do not refund shipping costs for the original delivery or return to us.

We do not take responsibility for any loss or damage of the jewelry during transit. Any jewelry we receive after the 30-day returns period will only be refunded at the discretion of Frida & Florence.

Items that can be returned

We will only refund jewelry that is unworn and in its original packaging. Any jewelry showing signs of wear or damage caused by the customer/during transit will be returned to you and you will not be refunded, so please make sure to package all jewelry securely before sending back to us. Don’t hesitate to contact us if you have any questions about returns: info@fridaandflorence.com.


COMPLAINTS & CLAIMS

Feedback & Complaints  

We value your satisfaction. If any part of your experience with our jewelry, service, or website falls short of your expectations, please contact us immediately at info@fridaandflorence.com. We aim to acknowledge your complaint within 7 working days and strive for a full resolution within 21 working days.

Errors to invoices, receipts or payments

Any mistakes in invoices, receipts or payments will be solved as quickly as possible, within 5 working days at the latest of agreement.

Claims

If your jewelry arrives faulty, damaged, or broken, you must report the claim within 48 hours of delivery. This ensures timely processing and does not affect your statutory rights. All claims must be submitted directly to info@fridaandflorence.com. We are unable to process claims reported after this 48-hour window.

Please note: We do not accept responsibility for damage or losses resulting from incorrect handling by the consumer. For goods ordered in error, please follow the standard return process outlined on our Shipping page.


SALE EVENTS

Frida & Florence reserves the right to change sale prices without notice. We do not offer price matching or refunds for the difference if an item you purchased at full price later goes on sale.

PROMOTION TERMS & CONDITIONS

 *Acceptance and Eligibility

1. By using or attempting to redeem any promotional code or offer, you agree to accept and be bound by these comprehensive terms and conditions. All promotions are exclusively valid for purchases made through the official Frida & Florence online store. Combining promotions is not permitted unless an exception is explicitly stated (such as with certain First Order discounts or specific e-vouchers).
   
   
2. All SALE item(s) are non-warrantable, non-returnable, and non-refundable. Similarly, any FREE item(s) associated with an offer are non-warrantable, non-returnable, non-refundable, and non-exchangeable. The availability of both SALE and FREE items is limited, and these offers are applied strictly on a first-come, first-served basis.

QUALITY

All jewelry sold by Frida & Florence is guaranteed to meet all statutory quality requirements and regulations. Please note that due to the handcrafted nature of our pieces, which feature precious metals and lab-grown diamonds, minor variations in specifications, sizes, colors, and textures may occur compared to the photographs shown on the website. Each piece is unique.


PHOTOGRAPHY

Due to variations in screen display settings and internet browsers, we cannot guarantee an exact color match for the jewelry shown on your device. We make every effort to display product colors as accurately as possible. Additionally, please note that the appearance and size of jewelry may vary depending on the device you use. Rings, for example, may appear smaller or larger in images based on the model and the size you select.


ONLINE 

Website Content and Modifications

Frida & Florence assumes no liability for the accuracy, comprehensiveness, or quality of the content (including text) provided on this website. All content is subject to modification without prior notice. We reserve the absolute right to modify, change, or remove any part or all of the content, or to suspend or remove the entire website, at any time without notice.

Online Payment Processing

All online payments made to Frida & Florence are processed securely through Shopify Payments and PayPal. We accept all major payment methods, including Visa, Visa Debit, MasterCard, American Express, Shop Pay, Apple Pay, and Google Pay.

Disclaimer: While Shopify Payments complies with the Electronic Commerce Directive, Frida & Florence assumes no liability for the availability, security, or functionality of the third-party payment processing services.


AGREEMENT & LIABILITY

Reporting Timeframes (Claims)

To ensure we can resolve issues, you must notify us within the following timeframes:

• Unreceived Goods (Lost in Transit): Notify us within 14 days of the date of purchase.

• Incorrect, Damaged, or Faulty Items: Notify us within 7 days of delivery.

If you fail to notify us within these specified timeframes, Frida & Florence assumes no liability.

Our Resolution and Liability Limit

If you notify us of a problem within the required timeframe, we will, at our discretion, take one or more of the following actions:

• Deliver the correct item.

• Replace the damaged or faulty jewelry.

• Refund the amount originally paid for the goods (by whichever means we choose).

Our Maximum Liability

Except where legally prohibited, our liability to you for any loss or expense arising from these problems is strictly limited to the refund of the original purchase amount. We are not liable to compensate the customer for any other loss, breakage, or expense.

Delivery and Third-Party Carriers

Once an order has been dispatched, Frida & Florence is not responsible for any delays caused by the courier or postal service (such as Royal Mail).


COPYRIGHT AND INTELLECTUAL PROPERTY NOTICE

Frida & Florence is owned and operated by The Organic Store HK Ltd.

All content featured on the website, including photographs, illustrations, logos, videos, text, designs, and all other materials, is the exclusive property of Frida & Florence (owned by The Organic Store HK Ltd). This material is protected by copyright, trademarks, design rights, and other intellectual property laws, with all rights reserved worldwide.

Prohibited Use

Users of this website are expressly prohibited from:

• Modifying, replicating, or altering any website content.

• Publishing, uploading, or distributing any content.

• Integrating any website content into other materials or websites without our express written permission.