FAQ


How long will it take for my item to be delivered to me?

Delivery times vary depending on Location being delivered to, and Customisation of piece. For in stock items, delivery is approximate 2-5 days within New Zealand, and 5-10 days Worldwide. If the piece is being Custom made or customised in some way, you will be advised on inquiry. Normal ETA on Custom pieces is between 6-8 weeks.


Is Pre-Order available?

Items are available for Pre-Order and for Customisations. Customers will be required to put down a 50% deposit on all Pre-Orders and Customised pieces.


What happens when I buy a pre order item?

Pre order is a service that allows you to pre purchase a piece before it is physically available in store or online. The item is charged to your credit card or Paypal account straight away but is not sent until the piece is finished (normally approximately 6-8 weeks, but can often be completed quicker on request). Once you receive the item all returns and exchange policies still apply.


When will I receive a pre ordered item?

Normal ETA on Custom pieces is between 6-8 weeks.


Do you ship internationally?

We do!


Can I use a PO Box for my delivery address?

This depends on the agreement you have with your PO Box provider. The parcels are signature required on delivery, and so most PO Box's cant not receive signature required deliveries.


I have received the wrong item in my order, what should I do?

If you have received an incorrect item please contact us at info@freemanjewellery.com with your name, order number and as many details as possible within 7 days of receiving your order.


How do I sign up to the Freeman database?

Subscribe with the form on the footer to sign up to our database.


If the item is sold out online does that mean it is sold out forever?

No, just because an item is sold out online does not mean it is gone forever! To check if an item may be available in the future, please email info@freemanjewellery.com.


What payment methods do you accept?

We accept payment by Visa, MasterCard and Bank deposit as well as PayPal.


Do Freeman Design products ever go on sale?

No. Our products are exclusive and not seasonally-based; therefore we do not offer end-of-season sale prices.


How do I care for my Freeman Design items?

Each item is unique and may require different care. Each pieces comes with care instructions that will provide you with the information to maintain the quality of your item. Contact us at info@freemanjewellery.com if you have any further questions on how to care for your item – we are happy to help!


I can’t log in to my account, what should I do?

If your e-mail address or password is not working, check that you are using the same e-mail address and password that you used when you first created your account. If you do not remember your password, enter your e-mail address in to the 'Forgot Your Password?' box on the log-in page and we'll send you an e-mail to remind you what your password is.


How do I track my order?

Once the item has left us, we will contact you with Tracking Number and a link to the website to check the progress of your delivery.


Do you offer overnight delivery?

For regularly stocked items, this can be arranged on request, but will be confirmed on case by case scenario.


Do I have sign for my order?

You do - This is for the safety and insurance of you item.


Is my item Insured for transit? - How do I get insurance for it?

All items include free delivery and free complimentary insurance Worldwide (some exceptions may apply to remote areas, but feel free to inquire for more specifics).


How will my item be packaged?

All items are securely packed in Freeman Jewellery Design packaging and padded so that no harm will come to the piece in transit. Gift wrapping is also optional so that it is ready to be presented on arrival.


Are there any other costs/details that I should be aware of?

For International orders, the item may be subject to the local duties/taxes, so ensure that you are aware of this when ordering. All deliveries with require a signature on delivery, so please be aware/prepared for this when supplying your delivery address.


What happens if the item arrives and I am dissatisfied with it?

Our top priority is your happiness and enjoyment of our pieces. If for whatever reason you are unhappy with the item, we would like to know about it so that we can remedy it. For returns, items may be returned within 21 days for a full refund or exchange item/voucher and must be in their original unworn condition. In the case of returns, please ensure that the item is sent via an insured signature required service and is package safely as we cannot accept responsibility for any lost/stolen in transit items. For such items, we will cover any shipping costs if it is a fault in the goods due to our error. For all other returns, costs are at the buyers expense. For any returns, please email us at info@freemanjewellery.com to let us know us know you are sending your item back and your reason for return.

Please send all items to the following address:

FJD Ltd
PO Box 106378
Auckland City
Auckland 1143
New Zealand
Phone: +64 9 3903326


Contact

Email us anytime at info@freemanjewellery.com.