FAQ'S

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. You can also pay in Crypto using USDC.

Customers can pay with USDC on Base from hundreds of supported crypto wallets.

Simply, select 'Crypto: USDC' at the checkout and you will be prompted to securely connect your wallet on the Base network.

Your wallet balance and address will not be shared and only the requested amount can be deducted.

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.

Orders are processed within 24–48 hours on business days and shipped via your selected delivery method.

Estimated delivery times begin once your order has been dispatched.

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 pouch or box, 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 Guide 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 are happy to assist you in finding the perfect fit.

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.

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.

Delivery times depend on your location and the shipping method selected at checkout.

For region-specific delivery estimates, please refer to our Shipping Page.

Orders are processed within 24–48 hours on business days and shipped via your chosen shipping service. Please note that estimated delivery times begin once your order has been dispatched.

You can return your item by letting us know within 14 days of receiving your order and sending it back within 30 days.

Please ensure it arrives within this timeframe, as returns received after 30 days are not eligible for a refund.

To start a return, please contact us to receive the return address:
hello@frequencyparisibiza.com

For full details, please see Returns & Refunds information.

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. 

Once received, returns are typically processed within 48 hours. We will notify you once your refund has been issued.

Refunds are made to your original payment method and may take up to 14 working days to appear, depending on your card provider.

Please read our Returns & Refunds information for full details.

We accept returns on unworn items in their original condition. This includes sale items and those purchased with a promotion code.

All items must be returned in a new and unworn condition and in their original, undamaged packaging.

For hygiene reasons, we are unable to accept returns on earrings unless they are deemed faulty.

Return shipping costs are the responsibility of the customer.

Please note:
• Shipping fees are non-refundable
• International customs duties and taxes are non-refundable

We recommend using a trackable shipping service, as we cannot take responsibility for returns that do not reach us.