The Frequency Paris-Ibiza team are available for support Monday – Saturday from 10am to 6pm (Paris time). We aim to respond to all requests within 48 hours.
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ORDERS & PAYMENTS
Once your order is complete, you’ll receive an Order Confirmation email from us. If it’s not in your inbox, please check your junk or spam folder. Still can't find it? Reach out to our customer care team at hello@frequencyparisibiza.com or via the Contact Us form, and we’ll resend your confirmation email right away.
Once your order is placed, we're unable to cancel or make changes. However, you have 14 days to let us know if there are any issues with your order.
If needed, you can return your items once they’ve arrived. Please refer to our Returns & Refunds information for more details.
We accept all major payment methods, including Visa, Visa Debit, Maestro, MasterCard, Amex, Diners Club, PayPal, Shop Pay, Apple Pay, Google Pay, Klarna, Union Pay and Discover.
We’re excited to have partnered with Klarna to offer you more flexible and convenient checkout options.
In partnership with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options. Payments are made directly to Klarna:
Pay Later in 30 Days
Pay Later in 3 Instalments
Please note that Klarna’s [Pay in 3 Instalments] and [Pay in 30 Days] are unregulated credit agreements. Borrowing beyond your means or missing payments may negatively affect your financial health and your ability to obtain credit. Available to UK residents aged 18+ only. Subject to status. Terms & Conditions and late fees apply.
For more details, including Klarna’s user terms and conditions, click here. You can also find general information about Klarna here.
Your personal data is processed in accordance with applicable data protection laws and Klarna’s privacy statement.
We take online security very seriously and never store any financial information on our servers. We work with trusted third-party hosting agents and payment providers to ensure your personal data remains secure.
All credit card details are processed on a secure server via Shopify Payments. The transfer of your purchase information is protected by Shopify’s encrypted, digitally signed protocol, which is secure and tamper-proof. Shopify Payments is PCI DSS compliant at level 1, the highest level of security.
PRODUCT & CARE
All of our gold jewellery is made from premium sterling silver 925 and high-quality 18K gold plating. This combination ensures a durable, long-lasting finish with a luxurious shine, while maintaining a lightweight feel that's comfortable for everyday wear.
All of our silver jewellery is made from premium sterling silver 925 and rhodium-plating.
Rhodium is used for higher-end, luxurious silver jewellery due to its exceptional durability and brilliant reflective finish. The plating not only enhances the jewellery’s appearance with a luxurious shine but also protects it from tarnishing, ensuring your pieces remain beautiful and long-lasting.
We recommend storing your jewellery pieces separately, ideally in your Frequency Paris-Ibiza soft-lined box or pouch, to prevent scratching, tangling, or rubbing against each other. Gold and silver jewellery should be kept in a cool, dry, and dark place.
For more tips on how to care for, store, and clean your jewellery, visit our Care Instructions page.
Yes! All of our jewellery is nickel and lead-free, hypoallergenic, and suitable for sensitive skin, as long as you’re not allergic to the materials listed.
If you have any specific questions about product materials, please feel free to email us.
To determine your ring size, please visit our Ring Size Guide, which provides instructions on how to measure an existing ring or your finger.
Still unsure? Our customer care team is always available and happy to assist you in finding the perfect fit.
SUSTAINABILITY
Some of our rings are available for immediate purchase, while others are made to order. This approach reflects our commitment to sustainability and our dedication to providing you with the highest level of craftsmanship at the best price. By creating made-to-order rings, we reduce waste and focus on delivering an exclusive product that meets our rigorous standards.
Rings part of the SUSTAINABLY MADE TO ORDER collection take 2-3 weeks to custom make just for you. We offer a range of sizes, please refer to the size guide for details, or reach out to one of our experts who would be delighted to assist you. We're proud to operate this way to be responsible and to bring you exquisite, thoughtfully crafted pieces at a fair price.
All of our products are made from premium sterling silver 925 and gold plating because these materials are durable, timeless, and sustainable. Unlike throwaway metals, sterling silver and gold are materials people keep and cherish. Additionally, both silver and gold can be melted down and recycled, contributing to a circular economy and reducing environmental impact. From a financial perspective, both gold and silver are known to retain their value over time, making your piece a lasting investment.
SHIPPING
Yes, we do. Please visit our Shipping page for the most up-to-date information on delivery options for each region. If your country is not listed at checkout, please get in touch, and we’ll be more than happy to assist with your shipping.
Once your parcel has been shipped, you’ll receive a confirmation email with your tracking number. You can track your order using the link in your confirmation email, through our Track Your Order portal, or via the Shop App.
RETURNS & REFUNDS
We are happy for you to return your items to us, provided you let us know within 14 days of receiving the order and are able to send it back to us within 30 days of receiving your order.
We do not accept exchanges, including size changes. We advise returning the item and making a new purchase. Please contact us if you have any questions about an item or order.
Returns are typically processed within 48 hours of receiving the product. If you have any questions, please email us at hello@frequencyparisibiza.com or through our contact page. We will notify you once we have refunded your payment. Payment will be made to the original method of payment. Please note this may take up to 14 working days depending on your provider.
We are happy to accept returns on unworn product(s) sent back in the original condition with the original packaging. This includes items purchased in the sale or with a promotion code.
All items must be returned in a new and unworn condition and in their original, undamaged packaging.
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