FAQ
FREQUENTLY ASKED QUESTIONS
Moissanite
What are the jewelry pieces made from?
925 Silver
925 Silver, known as Sterling Silver, is a precious material made of 92.5% pure silver. It's treasured for its durability and brilliant shine, making it ideal for luxury jewelry. This special silver is tough enough to handle many different environments, so you can wear it with confidence every day. When you wear 925 Silver, you’re adorned with a piece that combines strength and elegance, ensuring it remains stunning and beautiful over time.
Moissanite
Moissanite is a remarkable gemstone that looks almost identical to a diamond. It has extraordinary sparkle and brilliance, capturing and reflecting light. Moissanite is also incredibly hard and resistant to scratches, perfect for everyday luxury. What’s more, moissanite even tests real on diamond testers, making it visually identical to diamonds in every way. With Moissanite, you shine with a gem that is both exquisite and unmistakably luxurious.
Do the pieces pass diamond testers?
Yes, moissanite stones pass diamond testers. Diamond testers work by measuring a stone’s thermal conductivity. Moissanite and diamond have an extremely similar thermal conductivity, which is why moissanite tests real.
We should note, there are some commercial-grade diamond testers (extremely rare) that claim to be able to differentiate moissanite and diamonds. But these aren’t always reliable and actually fail quite often at differentiating the two.
How do these look in person?
The sparkle of our pieces in person can’t be described. Pictures and videos don’t do it justice either. We can assure you, our pieces look even better in person than they do online. When you’re indoors with some light, or outside with the sun out, these pieces will catch everyone’s eyes. Keep in mind, moissanite is the shiniest stone in existence.
Will these pieces turn green?
No, all our pieces are built to last and won't turn green as long as they're taken care of properly. All our pieces are built with 925 Sterling Silver, as well as an invisible anti-tarnish coating on top to ensure the durability of our piece.
If your product damages, fades/tarnishes, or stops working under normal wear, the lifetime guarantee entitles you to a one-time replacement of the piece - free of charge.
When will you be restocking an item that’s out of stock?
Typically, it takes approximately 30 days for us to restock an item that's currently out of stock. While we cannot always provide a heads-up about all product restocks due to varying circumstances, we do offer a pre-order option. This means you can order the item in advance, and we will ship it to you as soon as we receive the stock. It's a convenient way to ensure that you get the item you desire without any delays.
Can I get my jewelry wet? Can I swim with them?
Yes, you can swim with our 925 Silver and Moissanite jewelry, as both materials are highly durable and maintain their brilliance even when exposed to water.
How should I take care of my jewelry?
Our pieces are durable, but you should still take proper care of your jewelry.
To keep your 925 Silver and Moissanite jewelry looking its best, follow these care tips:
- Regular Cleaning: Gently clean your jewelry with a soft cloth to remove any dirt or oils.
- Avoid Harsh Chemicals: Keep your jewelry away from harsh chemicals like bleach or ammonia.
- Proper Storage: Store your jewelry in a soft pouch or a lined jewelry box to prevent scratches.
- Occasional Polishing: Use a silver polishing cloth to maintain the shine of your 925 Silver pieces.
What’s your 30-day money-back guarantee?
If you don’t absolutely LOVE your Frozen pieces within 30 days, you can return or exchange your ice for free in the US, even if you wore it.
FROZEN PROCESSING
WHAT IS YOUR SHIPPING OPTIONS?
US SHIPPING OPTIONS
Complimentary On All Orders. All orders placed before 4pm CT will be shipped same day. Orders after 4pm CT will be shipped next day.
Next Business Day
Orders placed before 4pm CT: Arrives tomorrow, by noon. Orders placed after 4pm CT: Arrives the day after tomorrow, by noon.
Delivery Information
After your order is shipped, you will receive an automated email with a tracking number link so you can easily track your package. Please keep in mind delivery days don’t include weekends or holidays. FROZEN ships to the US only.
WHAT ARE THE RULES FOR RETURNS?
Something not quite right or having second thoughts? You can return or exchange your unworn products within 30 days of delivery at no cost to you.
Return/Exchange Additional Information:
FROZEN will cover all return shipping costs.
Returns must be in unworn condition. Unworn simply means there's no visible signs of use. If you've tried on your piece once or twice, this won't void the return unless it's visibly used.
All refunds will be issued to the original payment method.
After you have shipped back your items, please allow 3-5 days for processing.
Exchanges will be shipped within 2-3 business days after return is delivered and inspected.
Refunds will be issued within 2-3 business days after return is delivered and inspected. Please allow 10 business days for your bank to process the refund.
FROZEN reserves the right to refuse returns if fraudulent activity is suspected.
If you still need more help, feel free to email us at support@getfrozen.com. We will respond within 24hrs.
WHAT IS THE 30-DAY GUARANTEE?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase/order number. To start a return, please start your process on our Return Page.
I HAVE A MORE SPECIFIC QUESTION.
Whether if you have a question in regard of one of our products or have a specific question, we're here to help! Please fill out the form below or contact us via email at support@getfrozen.com and one of our customer support specialists will get back to you within 24-48 hours.