Return Policy


Standard Returns & Exchanges (14-Day Policy)

We want you to be completely satisfied with your Frost NYC purchase. For jewelry and custom watches, we offer a 14-day return policy. To initiate a return, please contact us at 888-485-1061 or sales@frostnyc.com for a Return Merchandise Authorization (RMA) number and shipping instructions. Approved refunds are issued to your original payment method within 14 business days.

  • Timeframe: Items must be received in our showroom within 14 days of your delivery date.

  • Condition: Pieces must be unworn, in pristine condition, and include all original tags and documentation.

  • Shipping: Customers are responsible for return shipping and insurance costs.

Cancellations & Restocking Fees

Because orders are processed securely and begin production immediately, we strictly adhere to the following fee structures:

  • Cancellations: Orders canceled before shipping incur a 15% fee. Orders canceled after shipping, or packages refused at delivery, are treated as standard returns and will incur all applicable restocking and cancellation fees.

  • High-Value Items: Because pieces over $3,000 are custom orders, they incur a 20% restocking fee. We will waive this fee if you exchange the piece for an item of equal or higher value.

Store Credit & Final Sale Items

  • Custom & Special Orders: Name plates, wedding rings, and picture pendants are final sale and non-refundable once production begins. Authorized returns on other custom requests are eligible for store credit only.

  • Layaway: Purchases made through our layaway program, as well as any exchanges, are eligible for store credit only.

  • Upgraded Orders: Eligible for return within 14 days of the first order's original delivery date.

Watch Return Policies

Custom Diamond Watches (14-Day Policy)
These are high-ticket items with low markups, fully serviced and shipped in pristine condition. Custom Diamond watches fall under our standard 14-day return window and are subject to a 25% restocking fee.

Factory Rolex Collection (3-Day Policy)
We offer a strict 3-day refund policy for domestic online purchases from our Factory Rolex collection (all in-store and international sales are final).

  • You must notify us of your intent to return prior to shipping, and packages must be postmarked within 3 calendar days of delivery.

  • Watches must be returned in the exact, unaltered condition they were sold, with all original boxes, books, papers, and "non-removable" security tags intact.

  • Refunds will be issued minus return shipping, insurance, and non-refundable transaction fees (e.g., credit card, financing, or PayPal fees).

Legal Disclaimer: In the event of a dispute relating to any transaction, if Frost NYC is the prevailing party, we shall be entitled to recover all reasonable attorneys' fees and costs incurred in connection with the dispute (including litigation or arbitration), as well as costs incurred in determining those fees.