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30 DAY RETURNSFREE LIFETIME WARRANTY

FAQs

 

We ship both domestically and worldwide.

Domestic orders take 2-5 business days to be delivered to you, and we ship within 2-3 business days. These shipping and processing times may be affected by COVID. We will contact if your order might be delayed. 

International orders take 7-20 business days to be delivered, and we ship within 2-3 business days. These shipping and processing times may be affected by COVID. We will contact if your order might be delayed.

Orders can take up to 14 business days to be shipped, due to COVID. We have a limited number of staff working to manufacture, process and ship, so we can keep to social distancing rules, and keep everyone safe during this time. We care about our staff and customers, and will go back to our regular shipping times, as soon as it is safe to do so. Thank you so much for shopping with us, and for your understanding during this unprecedented event.

Please do not place an order, if you will not be able to wait, should there be a delay. We are working around the clock to get your order processed and shipped, in the fastest possible time. 

US orders over $50 ship free. Under $50, shipping in the US is only  $4.57!

International orders attract a flat fee of USD$11, or its equivalent in your currency.

We offer a 30-day, hassle-free, money back guarantee. The 60-day period begins on the day your goods were delivered.

To be eligible for a return or exchange, goods must be unopened, unused, undamaged (by you the customer), and accompanied by proof of purchase. Goods must be in our possession, for you to be issued a refund. We do not accept returns on custom orders. We will not issue refunds for items in transit. 

Phroezn does not cover lost or stolen items, or items delivered to an incorrect address due to customer error. Please note that customers are responsible for shipping costs of returned items, in such a case.

If a product is delivered damaged, was faulty due to craftsmanship, or you received an incorrect item - we offer 100% refund. 

Phroezn covers the cost of return shipping in these cases.

If you haven't received your purchase, after 45 business days from dispatch. This has yet to happen, but if it does, simply contact us with your name, order number, and a summary of the issue. We will issue a full refund to the method of payment used, within 48 hours.

If you do not see your refund within 5 business days, please contact your bank, as their processing time could affect this. If the bank hasn't received the funds, please contact us immediately, so we can correct any issues on our part. Your satisfaction is our only priority.

To be eligible for a return, goods must be unopened, unused, undamaged (by you the customer), accompanied by proof of purchase and in our possession.

For returns, click on Initiate A Return with the subject 'Returns' and include your order number, name and the reason for the return.

We will provide the you with instructions of where to send returned goods. We strongly recommend that you get proof of postage when returning goods to avoid "lost packages" situations. 

When the returned item is received and inspected, you will receive a confirmation email, notifying you on the status of the refund.

If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. If it isn't approved, we will ship the item back to you for free.

Damages and issues 
Please inspect your order upon receipt, and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), or gift cards. Please get in touch if you have questions or concerns about your specific item.

Order changes and cancellations 
If your order has been paid, and you need to change or cancel it, you must contact us within 12 hours of when you placed the order. Once the creation, packaging and shipping process has started, it can no longer be canceled, or changed. We will be happy to issue a refund, or facilitate an exchange, once you return the item. 

Exchanges 

The fastest way to ensure you get what you want, is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Simply add as many items as you wish to your shopping cart, while browsing our store. Once you're ready to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the items - we will ship your package within 1-3 business days.

You can select your preferred payment method at checkout. We accept secure payments for both local & international customers via all major Credit Cards, Debit Cards, PayPal, Apple Pay, Amazon Pay, QuadPay and Affirm.

Our support team is always happy to guide you at any step, so don't hesitate to reach out to us via email, Instagram DM, or our chatbot.

Our jewelry is three to six times plated, to provide maximum tarnish resistance, and ensure their durability. Cleaning your jewelry regularly, and being careful not to expose them to certain chemicals and elements, will help them last for years. 

We use the following material to create our jewelry:

  • 10K - 24K Gold
  • Platinum
  • Rhodium
  • .925 Sterling Silver
  • Gold Vermeil
  • Stainless Steel
  • Ion Plating (IPG)
  • PVD 

The best method to clean any jewelry, is simply by gently rubbing and polishing with a soft cotton or microfiber cloth. Things happen, and sometimes that won't do the trick, so here are other methods of cleaning your bling.

Sterling Silver 

Sterling silver does not require excessive maintenance hassles. There is no fear of tarnish or rust with time. You just need to wipe and clean the piece of jewelry with a cloth, and your jewelry will shine like new. So, for people who do not have too much time to maintain their jewelry, sterling silver is the ideal option.

Soap and water: Warm water and a mild, ammonia- and phosphate-free dishwashing soap should be your first line of defense if the polishing cloth fails to remove tarnish. Soap and water should also be used to clean your pieces before using any of the methods listed below. 

Do not dip your pieces in water. Instead, dip a lint-free cloth in the bowl with water and soap and gently rub your jewelry.

Baking soda: Make a paste of baking soda and water and use a clean cloth to apply a pea-sized amount to the silver and polish. For etched, stamped or detailed items, thin the paste with more water and use a clean, soft-bristled toothbrush to get the cracks and crevices. Run the silver piece or pieces under running warm water, and dry with a clean cloth.

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Stainless Steel

Although stainless steel jewelry doesn’t tarnish or corrode, it can scratch. Stainless steel jewelry is pretty easy to clean. Simply follow these steps:

1. Pour some warm water in a small bowl, and add some mild dishwashing soap.

2. Dip a soft, lint-free cloth in the soapy water, and then gently wipe the stainless steel jewelry with the damp cloth until the piece is clean. When cleaning it, rub the item along its polish lines.

3. Wipe the remaining soap off your jewelry using a moist cloth dipped in clean water.

4. Dry the jewelry well with a clean towel, and then leave your pieces to air dry.

After your stainless steel jewelry is clean, you can use a jewelry polish or a polishing cloth to shine it. Some people use toothpaste to clean the especially dirty spots of their stainless steel pieces.

Keep in mind, however, that toothpaste is abrasive. If you decide to use it for cleaning, make sure it is a non-whitening brand that does not contain silica, and use a soft cloth to rub the paste onto your pieces.

Don’t forget to rinse the jewelry, or wipe thoroughly after you are done.

An alternative to these cleaning methods is to purchase a stainless steel cleaner from the store, and follow the instructions on the package. You can also buy a regular jewelry cleaner whose label says that it can be used on stainless steel.

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Gold Vermeil

Gold is a very soft metal that scratches easily. This is why even solid gold pieces contain other harder metals in the alloy. The less gold you have in the piece, the more scratch-resistant it will be. The same principle applies to gold vermeil.

A 22k vermeil jewelry piece will be less resistant than a 14k one, for example. As the karats go down, the durability of the piece goes up. This is important to consider when you clean your vermeil jewelry.

Use lukewarm water and a soft liquid soap. Avoid harsh chemicals and detergents when cleaning your gold vermeil. Do not dip your pieces in water. Instead, dip a lint-free cloth in the bowl with water and soap and gently rub your vermeil jewelry piece. While with silver or solid gold you can also use a jewelry brush, we recommend you not to try it on gold vermeil. You can end up rubbing off the layer of gold, leaving the silver underneath visible.

After you finish cleaning your piece, rinse it by using another cloth dipped in plain water. Carefully dry it afterward and place it in your jewelry box, wrapped in a soft cloth.

One of the biggest mistake made, is apply body lotion or perfume while wearing the jewelry. The chemicals in those products can interact with the metals in the jewelry pieces and ruin their look. Make sure to wait for at least five or six minutes after you apply your cosmetic products before putting on your vermeil jewelry.

It’s is needless to say that you shouldn’t do housework while wearing your jewelry. Also, it’s best to avoid exercising or going to the pool with your jewelry on. Last, but not least, when you place your vermeil pieces in your jewelry box, make sure to keep them separate from your other jewelry. If not, they can get scratched. If you don’t have a special compartment for them in your box, simply wrap them in a soft cloth to protect them.

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Gold Plated and Gold Filled Jewelry

Jewelry always last longer with less exposure to moisture, heat, sweat, humidity or harsh chemicals. So, whenever possible, remove your jewelry before showering, or applying fragrance. Store your jewelry in a cool, dry place, when you are not wearing them. Add a silica pouch to the storage container, if your climate is usually humid. These silica gel pouches (desiccant crystals), are in our jewelry packaging, so be sure to save them.

Except for watches, most of our jewelry, can be easily cleaned with a gentle soap and warm water, in the event of dirt or grime build-up. Do not dip your pieces in water. Instead, dip a lint-free cloth in the bowl with water and soap and gently rub your jewelry. In extreme cases, use a soft toothbrush to gently clean. Allow to air dry, if jewelry has diamonds; polish with a dry cloth, if the surface is smooth.

Please avoid storing jewelry in or near moisture to prevent premature tarnishing.

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Also, remember your jewelry is protected by our lifetime warranty, so if the tarnish is stubborn, or your jewelry fades, please contact us, so we can repair or replace the item for free. We pay shipping - both ways. 

If your care questions were not answered above, please feel free to email us at info@phroezn.com, and we'll be happy to assist you. 

 

                             

 

Our lifetime guarantee covers a one time repair of all functional aspects of your Phroezn jewelry, for the life. If we're still here, and we plan to be for a long time, your jewelry is covered.
What is covered: 
  • We will replace for free - broken chain, broken or faulty clasp, missing gemstones, and fading. 
  • Our warranty does not cover the replacement of lost, stolen jewelry, water damage or accidental breakage.
  • Due to the nature of certain types of repairs and normal wear and tear, it is not always possible to return your jewelry in its original condition, or repair them. Due to the discontinuation of a particular design, identical replacement designs might not be available. Phroezn, will repair or replace damaged jewelry with the closest matching design, in the closest matching color, of equal or lesser value. 
  • We will cover the cost of shipping your jewelry to us. We will also cover the cost of shipping your jewelry back to you. Sweet, right?
  • If you do not have proof of purchase (receipt, order number) we cannot process your lifetime warranty. There are no exceptions.

  • To start a claim, please write a summary of the problem, and include the original order number, or warranty card number, along with your name. We will process the information, and email you with the next steps. 

Click here to initiate a warranty claim.

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