FREYWILLE - Terms & Conditions

General Terms and Conditions

Welcome to our FREYWILLE Online-Shop

1. Scope

The following Terms and Conditions apply to all orders placed via our online shop. Our online shop is for consumers only.
FREYWILLE products are exclusively sold to end customers, excluding resellers or intermediaries acting on behalf of resellers. By placing an order, you therefore confirm that you are an end customer and that you do not intend to resell FREYWILLE products for commercial purposes.

End customers are customers within the meaning of the Consumer Protection Act (KSchG) and thus natural or legal persons who are not entrepreneurs.

We reserve the right to amend these Terms and Conditions from time to time without prior notice to you. The terms and conditions applicable to your order are those that are available on http://shop.freywille.com at the time of your order.

2. Contractual partner, formation of contract, options for corrections

The contract is concluded with FREYWILLE GmbH & Co KG.

By uploading the products into our online store, we make a binding offer to conclude a contract for these items. You may place our products in the shopping cart without obligation and correct your entries at any time prior to submitting your binding order by using the correction facilities that are provided for this purpose and explained during the ordering process. The contract becomes effective by clicking on the order button which indicates your acceptance of our offer concerning the goods contained in the shopping cart. You will receive a confirmation e-mail immediately after submitting your order.

The language(s) available for concluding the contract: Bulgarian, German, English, French, Italian, Croatian, Latvian, Dutch, Polish, Romanian, Russian, Slovenian, Spanish, Czech, Turkish, Ukrainian, Hungarian.

We save the text of the contract and forward the order data and our Terms and Conditions to you on a durable medium. You may also view the text of the contract in our customer login area.

3. Delivery and Charges

The offering of any product in the FREYWILLE Webshop at a particular time does not imply or warrant that these products will be available at any time. FREYWILLE reserves the right to discontinue any product at any time.
Delivery takes place usually within 2-15 working days. During the high season, the delivery may take a little longer. Upon request, we will of course make every effort to deliver our products at a fixed time - however we cannot guarantee this.
We are committed to processing all orders as quickly as possible. Nevertheless, please note that each FREYWILLE product is handmade and may be custom made for you upon request. In addition to the stated product prices, shipping costs may still apply.

All orders on FREYWILLE products are sold on a delivery duty paid basis. This means the recipient will not have to pay import duty or a formal customs entry fee prior to or on delivery.

All fees and taxes are included in your final order amount, paid at checkout.

Standard delivery via DHL Express  – FREE

Next Day delivery via DHL Express – 60.00 USD.

Any failure to deliver or late delivery exceeding 15 business days must be reported to us. Before you place your order, you will be informed of the expected delivery details. However, delivery times cannot be guaranteed.
You will receive an email when your order is processed and ready to be shipped.

Orders will be shipped via  DHL Express or courier service company, with insurance and signature required.

If we are unable to deliver your order or if more than one delivery attempt is required additional delivery charges may apply.

If the products ordered cannot be delivered within 30 days following the day after your order, we may withdraw from the contract, even if we previously confirmed that we were entering into it. If we withdraw, you will be informed and reimbursed immediately.

For security reasons FREYWILLE does not process orders for which a receiving point, a P.O. Box, or a packing station has been specified.

The products will be shipped to the delivery address specified when placing your order.

The risk of loss and damage to the goods passes to you when you, or a third party indicated by yourself have acquired the physical possession of the goods. If you, however, have commissioned a carrier that has not been offered by us the risk will pass to you upon delivery to the carrier.

Upon receipt the delivery must be checked by you for accuracy and completeness.

4. Damage during delivery

If the goods are delivered with obvious damage caused during delivery, please reportthe incident to the carrier and notify us immediately. The omission of a complaint or contact has no consequences for your legal claims and their enforcement, in particular your warranty rights. Howeveryou will help us to assert our own claims against the carrier or transport insurer.

5. Payment

The following payment methods are available in our online shop.

• Credit Card

You provide your credit card details during the ordering process. Your card will be charged immediately after placing your order.

We accept the following Credit Cards:
- American Express
- MasterCard
- Visa

• PayPal, PayPal Express

In order to pay the invoice amount via the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A, 22-24 Boulevard Royal, L-2449 Luxembourg ("PayPal"), you must be registered with PayPal, legitimise yourself with your access data and confirm the payment transactions. The payment transaction will be processed by PayPal after placing the order. You will receive further informations during the ordering process.

6. Right of withdrawal

As a customer you have 14 calendar days after receiving your order to decide whether the product you ordered meets your requirements. Within 14 days you have the right to withdraw from this contract without giving any reason. The withdrawal period will expire after 14 days on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the products.

PLEASE NOTE: Products sold with additional discounts or offered during sale/promotion with additional discount are final sale and cannot be returned or exchanged.

To exercise the right of withdrawal, you must inform us

FREYWILLE (Canada Inc.)

Unit #470 – 425 Carrall Street,

Vancouver BC V6B 6E3

phone: 1800 801 4094
email:[email protected]

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or email). You can download the withdrawal form online HERE, fill it in and submit the form or any other unequivocal statement to us. If you make use of this option, we will send you a confirmation of receipt of the revocation as soon as possible (e.g. by e-mail).

To meet the withdrawal deadline, it is sufficient to send the notice of revocation before the expiry of the withdrawal period.

Effects of Withdrawal

In case of withdrawal, the goods must be returned immediately and in any case not later than 14 days from the day on which you have notified us of your withdrawal.

You shall send back the goods to us at:

FREYWILLE (Canada Inc.)

Unit #470 – 425 Carrall Street,

Vancouver BC V6B 6E3

phone: 1800 801 4094
email:[email protected]

In case of withdrawal, we will refund the amount paid, as long as the goods are in perfect, original and unused condition and the original label is intact and attached.
FREYWILLE decides at its own sole discretion whether the products are in their original condition when returned.

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. Refund will be made using the same payment method that you used for the original transaction, in any event, you will not incur any fees as a result of such reimbursement.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

The goods must be sent back or hand them over to us without undue delay and in any event not later than 14 days from the day which you informed us about your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 days has expired.

Please note that in case of withdrawal, you have to carry the costs for the return shipment directly. To ensure a safe return of the products please follow our instructions regarding wrapping, shipping, and insurance. You are required to use the same delivery company that has delivered the goods to you i.e. the company selected by us.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. If you fail to follow our instructions regarding shipping and wrapping, we cannot be held responsible for loss, damages, or additional costs during shipping.

7. Right to Return/Exchange

You have the right to return for exchange merchandise, purchased from the FREYWILLE Online Boutique within 30 days from the date of purchase if merchandise is returned in saleable condition and is accompanied by a sales receipt and giving us a particular reason for the return and the FREYWILLE Exchange/ Return Form that will be sent to you.

PLEASE NOTE: Products sold with additional discounts or offered during sale/promotion with additional discount are final sale and cannot be returned or exchanged.

To exercise your right to return your order for exchange you must inform us in writing, preferably by email, of you request for exchange, before sending the goods back to us.

The merchandise should be returned with the original sales tag intact and attached. The FREYWILLE Exchange/Return Form can be downloaded HERE.

You shall send back the goods to us at:

FREYWILLE (Canada Inc.)

Unit #470 – 425 Carrall Street,

Vancouver BC V6B 6E3

phone: 1800 801 4094
email:[email protected]

In order to ensure safe and proper return of your order to our location, please wait for our instructions and return shipping label.

Shipping charges, including special handling and any other related costs, are non-refundable in the exchange cases. Please do not ship returns C.O.D. We will not accept any C.O.D. shipment sent to FREYWILLE (Canada) Inc. or any shipment that is not following our guidelines.

If you receive any portion of your order damaged, please contact us prior to returning the items. FREYWILLE will not reimburse you for unauthorized shipping expenses incurred.

To meet the exchange deadline it is sufficient for you to send your communication concerning your request for exchange before the 30 day exchange period has expired.

Please be advised that items that show signs of wear or have been altered, resized (by a jeweler other than FREYWILLE), or damaged cannot be accepted for exchange.

Effects of the Exchange/Return

After positive confirmation of the goods’ sound condition upon receipt in the boutique, we will contact you regarding the exchange options and delivery times. You are responsible for shipping costs from your location to FREYWILLE Boutique and backwards.

If you return merchandise to us prior to the expiration of the 30 day return period,in the case of a specified return, we shall reimburse you for all payments received from you. Please allow approximately 14 days from the day on which we receive the merchandise from you to process your return. We will carry out such reimbursement using the same means of payment as you used for the initial transaction (provided payment has been received by us). In any event, you will not incur any fees as a result of such reimbursement. You may wish to contact your credit card company on posting guidelines as they can vary. Gift recipients are entitled to a nonrefundable merchandise credit. To return or exchange your product please follow the instructions on the FREYWILLE Exchnage/Return Form that was sent to you, regarding wrapping, shipping and insurance.

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The provisions set forth herein do not limit any applicable statutory rights.

Please contact our FREYWILLE team directly by phone 1800 801 4094 or email [email protected], if you have any queries, and provide us with as much information as possible regarding your order and your concerns.

8. Offers and Discounts

Birthday Discount – 10%

Registered customers receive a personal 10% birthday discount by e-mail before the specified birthday. The voucher is redeemable for a period of three months on our FREYWILLE online boutique. This offer cannot be combined with any other offers or gift certificates. It can only be redeemed only once per customer. This offer cannot be redeemed for purchases that have already been processed.

9. Liability

We shall in any case be liable without limitation for claims due to damages that have been caused by us, our legal representatives or legal agents

• for injury to life, body or health
• for deliberately or grossly negligent breach of duty
• for guarantee commitments, where agreed
• insofar as the scope of application of the Consumer Rights Act 2015 is open
• in relation to any other liability, including any liabilities under sale of goods or supply of services legislation, that may not by applicable law be excluded or limited.

For breach of material contractual obligations, the fulfilment of which make the proper execution of the contract possible at all and which the contracting parties may generally rely on and trust in being complied with, due to slight negligence by us, our legal representatives or legal agents, the amount of liability is limited to the foreseeable damages at the time of contract conclusion, the occurrence of which must typically be anticipated.

Otherwise, claims for damages are excluded.

10. Warranty and guarantees

We strive to provide you with that always meet your high standards of quality and appearance.

If the product you received is defective, please notify us immediately and we will send you a return label. In this case you can withdraw from the contract or if the products are still available - demand a replacement. No independent guarantee is provided in addition to that.

The Terms & Conditions listed here do not limit any applicable statutory rights. Please contact our FREYWILLE team directly if you have any questions. For this purpose, please have all relevant information about your order and your request ready.

Statutory warranty rights apply.

Customer service: You may contact our customer service for questions, and complaints via the telephone number 1800 801 4094 or by email at [email protected]

Guarantees for Watches

For our FREYWILLE Jewellery Watches we grant a two-year guarantee from the date of purchase. This guarantee covers manufacturing defaults and explicitly excludes damages due to improper handling, battery replacement and wearing of leather straps.

11. Ownership of rights

All intellectual property rights in all text, images and other materials on this Website, such as trademarks, design- and copyrights are the property of the FREYWILLE Group and any use of such protected content, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited and will be subject to legal persecution. You are advised that the FREYWILLE Group will aggressively fully enforce its intellectual property rights of the law, including criminal prosecution, for serious offences.

12. Severance and Miscellaneous

Should individual regulations of these terms and conditions be or become ineffective or unenforceable, the effectiveness of the remaining regulations shall remain unaffected.

FREYWILLE_Withdrawal_form_US.pdf