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FREQUENTLY ASKED QUESTIONS

SHIPPING & RETURNS
What shipping options are available from Frank & co.?

Frank & co. currently offers shipping through JNE Reguler.

When will my order be processed?

Your order will be processed 1-3 business days after payment validation. No shipping on Saturdays, Sundays, and National Holidays.

Transactions made before 1:00 PM WIB on weekdays (Monday to Friday, excluding national holidays) will be shipped on the same day, while others will be sent on the following business day.

Can I track my order?

You can track your order status one day after payment by accessing the “My Order” page in the Profile section.

Will my purchase from Frank & co. arrive safely?

Your package will be securely packed according to online purchase packaging guidelines.

Is it possible to ship my order to multiple addresses?

Orders on the Frank & co. website can only be shipped to one address per order.

Can I ship my order to an international location?

Customers can purchase online in Indonesia and have their diamond jewellery delivered to their address. International shipping is not available at this time.

How can I make returns or exchanges?
  • Returns are accepted for size errors, wrong items, or damage caused by Frank & co. Returns must be requested within three business days and include an unedited unboxing video and all product completeness. Returns must be requested within a maximum of 3 (three) business days after the item is received by the customer and are only eligible for a one-time return. Damage due to customer negligence, incorrect use, or issues arising during shipping by the carrier are beyond Frank & co.'s responsibility. Returns related to product complaints are only accepted within 3 (three) days after receiving the item, and must include an unedited, continuous unboxing video as well as the complete product as received.

For more information, please contact our Customer Care via WhatsApp.

SHOPPING
How do I place an order on Frank & co. website?

You can place an order by following these steps:

  • 1. Add items to the Shopping Bag.
  • 2. Go to the Shopping Bag page and select Checkout.
  • 3. If you haven't logged in, you will be directed to the login/register page. If you are already logged in, you will proceed directly to the Checkout page.
  • 4. Complete or select your shipping address.
  • 5. Proceed to payment by selecting the Pay Now option.
  • 6. Complete the payment according to the available payment methods.
  • 7. Your order is now successfully placed.
Does Frank & co. provide resizing services?

Yes, Frank & co. offers resizing for certain items. For more information, please contact our Customer Care via WhatsApp.

PAYMENT METHOD
What payment methods are available on the Frank & co. website?
  • 1. Virtual Account: Payment services through Virtual Account are available for BCA, BJB, BNI, BRI, and BSI. 2. Visa/Mastercard: Payment services using Visa/Mastercard are available only for full payments. 3. E-Wallet: Payment services through E-Wallet are available for Astra Pay, Dana, and OVO.
CARE & REPAIR
How much do repairs cost at Frank & co.?

Repair costs vary depending on the type of damage. Please bring the item to the nearest Frank & co. store for an accurate estimate.

What services does Frank & co. provide?

Frank & co. offers services like jewellery cleaning, polishing, chrome, resizing, engraving, and more. Visit the nearest Frank & co. store for details.

Can I engrave an item I purchase online at Frank & co. store?

Frank & co. offers services like jewellery cleaning, polishing, chrome, resizing, engraving, and more. Visit the nearest Frank & co. store for details.

JEWELLERY CONSULTATION
How can I schedule a consultation with a Frank & co. diamond jewellery expert?

You can visit the nearest Frank & co. store directly or contact our Customer Care team via WhatsApp.

What should I consider when choosing diamond jewellery?

Here are some tips to consider when selecting diamond jewellery:

  • GIA’s Highest Quality Diamond Grades: Tips for Choosing the Best. Read Now Guide to Understanding the 4Cs for Selecting Top Quality Diamonds. Read Now
PICK UP IN-STORE
Can I pick up items that I purchase online at any Frank & co. store?

Currently, products purchased through the website cannot be picked up in-store. However, items will be shipped directly to the address you provided on the Frank & co. website.

TIPS
How should I wear my Frank & co. jewellery?

For style tips, check out our article on mixing and matching timeless jewellery and boosting your confidence with women’s jewellery.

  • Things to Consider Before Mixing and Matching Timeless Jewellery. Read Now 5 Tips for Mixing and Matching Women's Jewellery to Boost Confidence. Read Now

For more interesting tips, you can check out the article by clicking here..

How should I store my Frank & co. jewellery?

Check out our guide on how to care for your diamond jewellery and tips for cleaning without damaging its shine.

  • How to Easily Clean Diamond Jewellery Without Damaging Its Shine. Read Now

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Give us your details and your questions here. We will contact you as soon as possible.