Return Policy
RETURNS
• Refunds will be provided up to 14 days from the date you receive your product. After this time period our system will not allow for it.
• All returns must be in unused, unworn, and re-sellable condition. Items with any alterations or damage—including scuffs, scratches, smudges, or cologne/perfume odors—do not qualify and will be returned to you at your expense. Frozen Moments does not provide prepaid shipping labels for returns.
We do not accept returns for custom products, Moissanite products, solid gold orders as they are made-to-order and cannot be re-sold. All earrings & grills (products intended for oral use) sales are final due to hygiene purposes.
• The item must be returned in its original packaging.
• Shipping fees are non-refundable.
• No Exchanges, so please confirm your order.
• A 15% restocking fee will apply to all refunds. However, there is no restocking fee for items returned for store credit.
• Once a return is approved, customers have 5 days to ship their purchase back. Returns postmarked after 5 days will be refused and sent back at the customer’s expense.
• Please allow up to 5 business days after your exchange has been processed for your replacement item(s) to ship (exclusions apply for items on backorder).
• Frozen Moments will provide prepaid return labels only if we’ve made an error, such as sending the wrong item.
• Custom and engraving items are not eligible for return, as each piece is made to order.
• All earring sales are final due to hygiene considerations.
Lifetime Guarantee:
All Frozen Moments jewelry pieces come with a Lifetime Guarantee, ensuring you a one-time replacement if your piece experiences any manufacturing defects. This includes issues like faulty clasps, defective bails, or stone flaws.
This guarantee does not cover damage caused by intentional breakage, water exposure, or natural fading due to regular wear.
Please note: replacements will be for the exact same item as the original and cannot be exchanged for a different item or a piece of equal or different value. If the item is no longer in stock, we will provide a gift card equivalent to the original purchase price.
Cancelling Your Order:
Unfortunately, we are unable to cancel your order after it has been placed. This is because we begin processing your items immediately to ensure timely delivery and maintain the high standards of craftsmanship and quality you expect from us.
please contact us at: support@shopfrozenmoments.com