If for whatever reason you are not satisfied with our product, please call our offices at 888-485-1061 or email us at sales@frostnyc.com to obtain a Return Merchandise Authorization number and follow the steps provided by our customer sales associates to return purchased item(s). You will only pay for return shipping and insurance fee. 


Please note to be eligible for returns, items must be in original purchased condition, unworn and with all documentation and all original tags attached. All custom items including name plates and picture pendants are not returnable/not refundable and are final sale as they cannot be resold.

 If your order is eligible for return, your refund will be refunded to the original payment method that was used to place the order. 

The return must also be received in our showroom within 15 days from when the order was delivered to you. 


Please allow up to 14 business days for your refund to be processed. 


Orders over $3000 will incur a 20% restocking fee as they are all custom orders. 



 Items that were purchased through our layaway program cannot be returned for a refund, only store credit or exchange as these items are reserved for customers for an extended period of time and cannot be sold. Exchanges do not qualify for refund. They can only be returned for store credit. 


Upgraded Orders

Items that were upgraded from previous orders are eligible to be returned within the 15 days from the delivery date of the first order.  


Please note, special orders are not refundable.


Cancellation Policy

All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees which include labor and raw material. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:


If you cancel your order BEFORE it has been shipped, you will be assessed a 15% cancellation fee before credit is issued.

If you cancel your order AFTER it has been shipped, please follow our Return Policy. The cancellation will have to be treated as a Return with all applicable fees.

Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.



Watches are high ticket items with very low mark ups. When watches are shipped they are shipped in pristine condition. Watches are serviced, polished and go through a vigorous quality control process. Once worn, they are considered to be pre-owned watch. We cannot grant returns on watches. We can only provide store credit. Watches that are sold as pre-owned are subject to 25% restocking fee. 


Custom Requests.

If you have a custom request, it can only be returned for store credit only as we cannot restock these items after customization.