Operational Policies
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.
OUR PROMISE
Because every order ships from Hong Kong, all sales are final, so we're happy to help you choose with confidence before you buy. If your piece arrives damaged, faulty or isn't what you ordered, email us a photo within 7 days of delivery and we'll send a replacement or refund you, with no need to post anything back. Full details are on our Our Promise page. This doesn't affect your statutory rights as a consumer.
Any refund is made to the original payment method.
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, please report it within 7 days of delivery, with a photo. All claims must be submitted directly to info@fridaandflorence.com. This doesn't affect your statutory rights.
Please note: We do not accept responsibility for damage or losses resulting from incorrect handling by the consumer. As all sales are final, please contact us before ordering if you're unsure about size or style.
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
- 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).
- 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, please 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.
Our Resolution and Liability Limit
If you notify us of a problem within the required timeframe, we will 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.
Our Maximum Liability
Except where legally prohibited, our liability to you for any loss or expense arising from these problems is limited to the refund of the original purchase amount. This doesn't affect your statutory rights.
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.