FAQs
Orders and Iquiries
What is your return policy?
If you are unhappy with your purchase please notify us of your return within 7 days of your order's receipt.
For international orders, return shipping fees will be the responsibility of the customer.
Some items are not eligible for return, such as rings in small or large sizes, pieces with engraving, and scratched or worn items.
Our pieces are made to order, so please consider this when you place your order.
When will my order ship?
Because our jewelry is made to order, we cannot guarantee exact shipping dates. Our regular lead time for made-to-order pieces is 4-6 weeks from the purchase date. An email notification with your tracking number will be sent out when your order ships.
What is your repair policy?
Our warranty policy covers all defects in materials or workmanship for one year. Damage due to neglect, abuse, or natural wear and tear will be repaired at cost and charged to the customer. Pricing for repairs begins at $75 and is subject to a lead time of 4-6 weeks.
What about changes or cancellations?
Jewelry orders canceled within 3 days are eligible for a full refund to your original payment method. Changes and cancellations requested more than three days after the purchase date will have a 15% restocking fee deducted from the refund/credit.
Do you do custom work?
Yes, absolutely. To inquire about customization on one of our existing styles or if you don’t see a size or a metal that you desire, get in touch and we’ll make it happen for you. We are also always open to creating something completely new and unique for your special occasion.
Production Time and Process
Every piece is individually hand-fabricated in the New York Jewelry District; creating our collections one by one allows us to carefully oversee the craft, quality, and detail that goes into every piece of jewelry while avoiding wasteful mass-production techniques. Making jewelry with the lost wax casting, stone setting and polishing takes time but it’s worth it. So please allow 4-6 weeks for production time from the day you placed your order.
Metals
We pick all of our metals with the intention to be worn every day or on multiple occasions, we want you to own pieces that you can keep forever and not worry about wear and tear.
Sterling silver: Silver is the new gold. For a long time, silver has been underestimated but nowadays it’s very easily compared to gold. The hardness and shine are very comparable. Silver will last you forever. That being said it will naturally darken and does need to be cleaned every once in a while like any other piece of jewelry that you care for.
18K Gold Vermeil: Sterling silver that has been plated with 18K gold. 18-carat gold is also a bit warmer in tone than 14K gold which offers a nice contrast when combining both metals. We plate our pieces with 3microns which is twice as much as usual plated jewelry. Of course, you still have to be careful with plated jewelry as very deep, aggressive scratches will show the silver base and we advise you to take off your plated jewelry every once in a while and give it a little breather.
If you have a special request for any of our pieces to be in any precious metals, send us an email to made@byfrensse.com and we’ll make it happen.
Medical Concerns
We don’t use any metals that turn your skin green or irritate it. Usually brass or brass alloys turn most of people’s skin green, which is not a health hazard but it’s an inconvenience. Our metals are pure and meant to be worn carefree.
All of our silver pieces are sterling silver which is very important for anyone that has skin irritations. All of our earring posts are made out of sterling silver or plated with 18K vermeil which is safe to wear as something that is pierced through your skin. That being said everyone reacts differently to different metals. We suggest sticking with sterling silver if you have sensitive ears. If you decide to pick a gold pair we suggest selecting either a gold vermeil pair or ensuring to remove your earrings before bedtime.
Jewelry Care
Although it’s completely natural for sterling silver & other metals to oxidize or patina over time, these are the preventative measures you can take to ensure longevity in your new relationship.
Bathe with warm soapy water
Dry off and brighten sterling silver’s shine with a soft polishing cloth but do not polish the plated 18k vermeil
Avoid interaction with harsh chemicals found in hot tubs, pools and cleaning products
If your unsure in any situation, we opt to take it off and store in a safe place
Storing your pieces individually in soft pouches can help to avoid scuffs and scratches as well.
Please note that certain stones are more delicate than others. Opals and Pearls need some extra attention to keep them in their best condition. Opals can easily crack or damage from extreme changes in temperature, and pearls should be stored flat and separate from other objects that may scratch their surface. A good wipe down of your stones after wear can also help to avoid any buildup of oils or other substances. Do not expose your Opals and Pearls to alcohol and chemical-based substances such as hand sanitizer and perfume. As with perfumes and hairspray, the alcohol in hand sanitizer can change the surface of your delicate stones. With exposure to these chemicals, the two noticeable differences being a loss of luster and a change in color.
By following these steps, the piece will not tarnish and look forever new.
What is my ring size?
DIY measure your fingers at home by following these steps:
Cut a strip of paper that will wrap around the circumference of your finger
Wrap the paper around your finger, make sure it's nice and comfortably tight and mark the spot where it meets
Measure the distance with a ruler (in mm); this will be your finger's circumference
