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Freywille

FREQUENTLY ASKED QUESTIONS

1. What is fire-enamel?
2. Where is the jewellery produced?
3. How is the jewellery produced?
4. How sensitive/fragile are the fire enamel jewellery?
5. How can I find a FREYWILLE Boutique or a FREYWILLE Partner?
6. The FREYWILLE Boutique in the city/country I live closed. How can I buy FREYWILLE products or how can I repair my jewellery in this case?
7. My jewellery is broken. How can I get it repaired?
8. How can I contact FREYWILLE?
9. When can I reach the client service?
10. Are all FREYWILLE products available online?
11. Is it safe to order on shop.freywille.com?
12. Do other websites sell original FREYWILLE products?
13. Is it necessary to register online before I order?
14. How does my personal data be processed?
15. How do I place an order? How can I order online?
16. How is my gift wrapped?
17. How long are the delivery times?
18. What are the delivery costs?
19. How will my order be shipped?
20. What delivery methods does FREYWILLE offer?
21. Is it possible to order online abroad?
22. What payment methods does FREYWILLE accept?
23. What is verified by Visa?
24. What is MasterCard Secure Code?
25. What is American Express Safe Key?
26. Is it possible to redeem a voucher from the FREYWILLE boutique online?
27. How can I redeem a voucher online?
28. Is it possible to redeem an online gift voucher in one of our FREYWILLE boutiques?
29. What can I do if there is an error indication appears after the completion of my online?
30. How can I return or exchange an item?
31. How can I reset my password?
32. How can I change my personal data (and my online access)?
33. How can I change my billing and delivery address?
34. Why can’t I see prices online?
35. Why is it not possible to order products online?
36. How can I order FREYWILLE products when there is no order function?
37. Why do I see prices in the wrong currency?

1. What is fire enamel?

Fire enamel consists of liquid glass and mineral supplements, which is fused with 24k Gold powder and highest quality colours on high temperature. It is applied in several layers to a substrate, fired and forms with its unique radiance the centrepiece of FREYWILLE jewellery.

2. Where is the jewellery produced?

The FREYWILLE jewellery is produced in Vienna; Gumpendorferstraße 81; A-1060 Vienna

3. How is the jewellery produced? 

Every FREYWILLE jewellery piece is a handmade piece of art with the highest quality, which is characterized by the noble material fire enamel.
Up to 100 manual working steps are necessary to produce the final colour intense fire enamel. It reaches from the inspiration and the design at the Atelier to the mixture of the exact colours and the enamelling, framing and polishing the jewellery.

4. How sensitive/fragile is the fire enamel jewellery? 

Fire enamel is not shock proof or scratch resistant, so it is necessary to treat your jewellery carefully. We recommend wearing the fire-enamel jewellery not in combination with other jewellery (for example rings) to protect the enamel. Also we recommend avoiding the contact with saltwater, acid and soaps to prevent any damage.

5. How can I find a FREYWILLE Boutique or a FREYWILLE Partner? 

You can find any FREYWILLE Boutique or FREYWILLE Partner in the Boutiquefinder at https://shop.freywille.com/our-boutiques/

6. The FREYWILLE Boutique, in the city/Country I live has closed. How can I buy FREYWILLE products or how can I get my jewellery repaired in this case?

Please visit our online shop at https://shop.freywille.com to order FREYWILLE products or find a FREYWILLE Boutique or FREYWILLE Partner close to you at Boutiquefinder at https://shop.freywille.com/our-boutiques/.

7. My jewellery is broken. How can I get it repaired?

If your jewellery needs to be repaired please visit one of our FREYWILLE Boutiques or send us your jewellery to our service department. If you send us the jewellery please contact us in advance by phone.

FREYWILLE GmbH&Co KG
Serviceabteilung
Gumpendorfer Straße 81
1060 Wien
Tel.: +43159925450

8. How can I contact FREYWILLE? 

You can reach us at +43159925450 or per Mail at [email protected].

9. When can I reach the client service? 

You can reach the client service from Monday till Friday from 10 a.m. - 6 p.m. at +43159925450. 

10. Are all products available online? 

No, not all products are available online; however if the desired jewellery is not available online or can’t be obtained through the web shop please contact us via email [email protected].

11. Is it safe to order on shop.freywille.com?

Yes, the orders on shop.freywille.com are safe. When transmitting and receiving customer data, the servers of our website are exchanged, we apply encryption technology that meets the industry standard. FREYWILLE GmbH & Co KG respects your privacy. Therefore, we only share your personal information in the circumstances described in our privacy policy.

12. Do other websites sell original FREYWILLE products? 

Original FREYWILLE products are only available on our FREYWILLE Online Boutique at https://shop.freywille.com or an official FREYWILLE online shop Partner.  

13. Is it necessary to register online before I order? 

No, a registration is not necessary. 

14. How is my personal data being processed?  

For more information about the process please visit us at https://shop.freywille.com/privacy/

15. How do I place an order?  

If you would like to purchase an item please click on the button "add to shopping bag’’. Next, click on the button ,,check out’’  and follow the steps in the checkout process to complete your order. Your order will be only processed once the entire checkout process is completed, you have been asked for the payment information, to accept the business terms (the term of the offer), the data policy and right of revocation (check mark) and to click the button "order with obligation to pay’’.

16. How is my gift wrapped? 

When you buy FREYWILLE jewellery pieces online you have the opportunity to gift wrap. Click the button ,,Gift wrapping’’ at the desired product in the order review. Your gift will be packaged in a FREYWILLE gift box, wrapped in FREYWILLE wrapping paper and be decorated with a FREYWILLE bow. 

17. How long are the delivery times?  

The shipping times are between 2-15 working days. For an exact estimate please contact the client service or boutique.

18. What are the delivery costs? 

The delivery costs are 7,70 € per delivery address. If the order is over 400€ the delivery is free.   

19. How will my order be shipped? 

Your FREYWILLE order will be shipped per DHL.
Your FREYWILLE jewellery will be wrapped in a FREYWILLE box and be tagged with a ,,security tag’’. In your package is the information of the Right of Revocation too.

20. What delivery methods does FREYWILLE offer?  

Your FREYWILLE offer can be send to the billing/delivery address you provide us with or you can pick up the order in one of our FREYWILLE Boutiques.  

21. Is it possible to order online abroad?

It is not possible to deliver abroad. Please contact our client service at [email protected] to arrange a delivery abroad.

22. Which payment methods does FREYWILLE accept?

At our web shop we accept following payment methods for online shopping:

- Visa
- MasterCard
- American Express 
- JCB - PAYPAL 
- Advance payment 
- Immediate transfer

23. What is verified by Visa?

Verified by Visa is an authentication service that protects the unauthorized use of your Visa card. The service protects your Visa card by checking your identity and credit rating. This will ensure that nobody other can use their Visa cards online. After activating your card, your card number will always be recognized when using online stores that have a corresponding contract with this service. A "Verified by Visa" window appears automatically. You will need to enter your password to verify your identity and to complete your purchase.

24. What is MasterCard Secure Code?

MasterCard® Secure Codeᵀᴹ is an authentication service that protects the unauthorized use of your MasterCard. The service protects MasterCard and Maestro cards with a PIN password. This allows cardholders to be sure that no other than you can use their MasterCard or Maestro card online. After the activation of your card, your card number will always be recognised when using it in online stores that have a corresponding service. A ,,MasterCard Secure Code’’ window appears automatically. To verify your identify it is necessary to enter the password to complete the order process.

25. What is American Express SafeKey?

American Express SafeKey® is an online authentication service that provides additional security against theft and fraud/scam by purchasing goods/merchandise and services online from participating SafeKey® traders using your American Express® card. When shopping online, SafeKey® will appear in your internet browser and you will be prompted to enter either your specified password or a unique security code sent to you by email /SMS.

26. Is it possible to redeem a voucher from the FREYWILLE boutique online?

No, it is not possible to redeem a voucher from a FREYWILLE Boutique online. FREYWILLE Boutique vouchers are only redeemable in the country of purchase and only redeemable in their local currency.

27. How can I redeem a voucher online?

To redeem an online gift voucher at the FREYWILLE online Boutique (shop.freywille.com) enter the voucher code at the ,,shopping bag’’ or at the ,,checkout’’ before you complete your order. The voucher is only redeemable in the country of purchase and only redeemable in their local currency. Conversion to another currency or cash is not possible. The online gift vouchers are redeemable in our FREYWILLE online Boutique/Web shop and in our FREYWILLE Boutiques in attention of the country of purchase and local currency.

28. Is it possible to redeem an online gift voucher in one of our FREYWILLE Boutiques?

Yes, it is possible to redeem an online voucher in our FREYWILLE Boutiques in attention of the same purchase country and the same purchase currency. Conversion to another currency or cash is not possible.

29. What can I do if an error indication appears after the completion of my online order?

Sometimes there occurs a problem at the Checkout when the time of the payment process has run out.
Before you try it again, please:

- Delete the internet history including all the cookies
- Hold all Payment data (credit card, Secure Code,..) ready

Another option is to create a user account before completing the orderas this will take over your contact information directly and without any additional time

30. How can I return or exchange an item?

To return purchased items please send the unworn item in the original package to our service department within 14 days.

FREYWILLE Wien
Gumpendorfer Straße 81
1060 Wien – Austria

For further information about the Right of Revocation and the withdrawal form please visit us at: https://shop.freywille.com/return-policy/.

31. How can I reset my password?

If you forgot your password, you can easily reset your password in the login area at ,,Forgot your password?‘‘:https://shop.freywille.com/customer/account/login/

32. How can I change my personal data (and my online access)?

You can change your personal data at ,,my account‘‘. If you have not registered with us and would like to change your data please contact [email protected].

33. How can I change my billing and delivery address?

To change your billing and delivery address click at ,,my account‘‘. If you have not registered with us and would like to change your data please contact [email protected].

34. Why can’t I see prices online?

Unfortunately the FREYWILLE Online Boutique is not available in all counties. To offer our customers the best service we created a web shop for those countries to make it possible for them to get information and to order FREYWILLE jewellery but without the possibility to see prices/currencies and delivery rates. The service “wish list” is fast and easy to require product information and to send orders to our client service [email protected].

35. Why is it not possible to order products online?

Unfortunately the FREYWILLE Online Boutique is not available in all countries. To offer our customers the best service we created a web shop for those countries to make it possible for them to get information and to order FREYWILLE jewellery but without the possibility to see prices/currencies and delivery rates. The service “wish list” is fast and easy to require product information and to send orders to our client service [email protected]

36. How can I order FREYWILLE products if there is no order function?

You can add products online to the ,,wish list’’ and send your request directly to our client service [email protected]. Alternatively you can send us an E-mail at [email protected] or call us at +43159925450 (Monday-Friday from 10 a.m.- 6 p.m.)

37. Why do I see prices in the wrong currency?

Due to the assignment of the web shop of the IP address of your device, there may be differences if your device is registered in another country. Please send a request to [email protected] for price information in your currency.