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FAQs
I can´t find the product I am looking for!
All FREY WILLE jewelry is produced in limited quantities that must supply our more than 40 retail boutiques and hundreds of independent jewelers worldwide. E-commerce demands high-volume production and this is often at odds with our long tradition of high-quality craftsmanship.
However, if you can’t find the product you are interested in, please contact a sales representative to inquire about special orders. If it is in stock, it may also be available for immediate delivery – otherwise all FREY WILLE products can be produced on demand by our Viennese workshop for delivery, usually within 4-7 weeks.
Can I buy a ring online or by special order?
FREY WILLE enamel rings are not resizable and therefore must be produced for every possible ring size. It is not feasible to produce enough stock of each size ring to fulfill the higher-volume demands of online commerce.
Please contact a sales representative to inquire about special orders. If it is in stock, it may also be available for immediate delivery – otherwise all FREY WILLE products can be produced on demand by our Viennese workshop for delivery, usually within 4-7 weeks.
Our sales reps will also help you to determine your precise ring size.
What if I’m dissatisfied with my online purchase?
All online purchases in perfect condition and with the original tags attached are returnable within 30 days of shipment for store credit or refund. Please view our complete Return Policy for more information.
Does FREY WILLE sell online outside of the USA?
Please note, the online store can only deliver to addresses within the 50 states of the U.S. and the District of Columbia. For clients in U.S. Territories and outlying areas, and in other countries we offer a comprehensive mail order service which ships worldwide. For further information please visit our mail order section on our international website.
How can I tell what size bracelet I need?
While clasp bracelets are generally accommodating to most ladies’ wrists, round bangles must pass over the hand to be put on. For both styles, FREY WILLE offers various sizes. The dimensions of the bangles are shown here.
Is shipping included in the price?
All orders of merchandise worth more than $1000 (excluding sales tax, if applicable) will be shipped free of charge via FedEx 2Day® service. For orders under $1000, a $20 delivery fee will be added to the order. Upon customer’s request, faster shipping via FedEx® overnight services and Saturday delivery is possible and the cost will be added to your purchase.
Is sales tax included in the price?
The price shown excludes sales tax. Sales tax is not charged on deliveries outside of the state of California. For deliveries inside California, 9.25% Sales tax is added to your order.
This amount may be reduced according to your specific local tax rate.
What is FREY WILLE’s return/exchange policy for online purchases?
In brief, our return policy allows returns of qualifying merchandise for credit or exchange within 30 days of purchase. You will find our complete Return Policy here.
My online purchase arrived in damaged condition. What do I do?
We take extraordinary care in packaging and protecting your order for shipment and ship exclusively with FedEx® to ensure reliability and accountability. If you receive an item that is damaged during shipment to you, contact us immediately and we’ll arrange for the return. If you notice that a delivered package has obvious and extraordinary external damage or has been opened and/or re-closed, please refuse delivery and notify us immediately .
What is my “Jewelry Box?”
The Jewelry Box is similar to the “shopping cart” concept of many e-commerce websites. While browsing FREY WILLE’s online store, you may add items to the Jewelry Box, from where you may proceed to securely checkout and submit payment, or send us a request for more information on your selections. The content of your Jewelrybox will be saved until you remove them, or the session cookie in your browser.
How can I track my order?
Registered users may track their orders by clicking on the link in their e-mail order confirmation. The FedEx® tracking number will be e-mailed upon shipment.
Can I ship to a third party?
To prevent fraud, theft, and unauthorized use of customers’ credit cards, we require that the person signing for a delivery of items purchased online is the person who owns the credit card used to place the order. Therefore, we can not deliver to a third party without the buyer’s authorization in writing and further confirmation of the buyer’s identity.
For further information or inquiries, please contact a sales representative.
Are any discounts available?
FREY WILLE has retail customer loyalty programs which give discounts on qualifying purchases. If you are already qualify, please contact a sales representative after placing your order and any applicable discount will be made on your online order.
How is my order shipped?
Our standard form of shipping is via FedEx 2day® service. Upon customer’s request, faster shipping via FedEx® overnight services and Saturday delivery is possible and the cost will be added to total order.
At this time, we do not ship with FedEx® ground service or any other carriers.
Can I purchase or redeem a FREY WILLE gift certificate online?
We can only accept payment by credit card online. Please contact a sales representative to process your order by redeeming a gift certificate issued in the USA or to purchase a gift certificate.
I have forgotten my user name and/or password
Please contact a sales representative and provide your personal contact information to obtain a new password.
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