Frequently Asked Questions

Everything you need to know about FREVIVA, our jewellery, diamonds, bespoke service, shipping and aftercare.

ABOUT FREVIVA

Is FREVIVA an Australian business?

Yes.

FREVIVA is an Australia-based jewellery brand operated by Phree Pty Ltd, an Australian registered company.

ABN: 56 624 395

We specialise in fine jewellery, engagement rings, natural and lab-grown diamonds, and bespoke jewellery, serving customers across Australia and New Zealand, with selected international orders available by arrangement.

Being Australian-based means you are purchasing from a locally registered business, with customer rights protected under Australian Consumer Law.

Why are FREVIVA’s prices lower than many traditional jewellery stores?

We operate differently from traditional jewellery retailers.

FREVIVA follows a Direct-to-Customer (DTC) model. By working directly with our manufacturing and global diamond supply network, while keeping traditional retail overheads and unnecessary mark-ups to a minimum, we are able to offer fine jewellery at more transparent and competitive prices.

You are paying for the jewellery, craftsmanship and materials — not an expensive retail structure.

Does a lower price mean lower quality?

No.

Our pricing model is based on reducing traditional retail mark-ups, not reducing the quality of the materials or craftsmanship used in our jewellery.

For fine jewellery, we clearly state the metal, gemstone and diamond specifications on each product page so you know exactly what you are purchasing.

DIAMONDS

Do you offer both natural and lab-grown diamonds?

Yes.

FREVIVA offers both natural diamonds and lab-grown diamonds, allowing you to choose according to your preferences, priorities and budget.

Our team can also help you compare different diamonds before you make your decision.

Are your diamonds certified?

Eligible centre diamonds are independently certified by recognised gemological laboratories such as IGI and GIA.

The individual product or diamond listing will specify the applicable certification.

Small accent diamonds, pavé diamonds and melee stones are generally not individually certified, as is standard practice within the jewellery industry.

Are lab-grown diamonds real diamonds?

Yes.

Lab-grown diamonds have the same fundamental chemical composition and crystal structure as natural diamonds. They are diamonds created in a controlled laboratory environment rather than formed naturally beneath the earth.

They should not be confused with diamond simulants such as cubic zirconia or moissanite.

Can I verify my diamond certificate?

Yes.

All GIA and IGI certified diamonds can be independently verified directly on the official GIA or IGI website.

Simply enter the diamond’s Report Number / Report ID to view and verify the corresponding grading report.

Where applicable, the same report number may also be laser-inscribed on the diamond’s girdle for additional identification.

With many newer smartphones, the inscription may be visible using the phone’s macro or close-up camera mode under suitable lighting. In many cases, no specialised or expensive equipment is required, although visibility may vary depending on the diamond, inscription and camera.

Can you help me choose a diamond?

Absolutely.

Diamond specifications can be confusing, and two diamonds with similar specifications on paper can look very different in person.

We can help you compare options based on:

• Shape

• Carat weight

• Cut

• Colour

• Clarity

• Proportions

• Visual appearance

• Budget

• Setting style

Our goal is not simply to find the highest specifications, but to help you find a beautiful diamond that represents good value for your budget.

Can you source a diamond that I cannot find on your website?

In many cases, yes.

We have access to a broad global diamond supply network. If you are looking for a particular shape, carat weight, colour, clarity, ratio or budget, please contact us.

If you have already found a diamond elsewhere, you are also welcome to send us the specifications or certificate number and we can see whether we can source the same or a comparable stone.

Why can the same diamond look different in photos and videos?

Diamonds can appear different depending on lighting, camera settings, viewing angle and screen calibration.

This is particularly noticeable with fancy-shaped and fancy-coloured diamonds.

If additional supplier imagery or video is available for a diamond you are considering, please contact us and we will do our best to obtain it for you.

ENGAGEMENT RINGS

How does your engagement ring process work?

You can start in whichever way feels easiest.

You may:

Choose a setting first and then select your diamond;

Choose your diamond first and then find a suitable setting; or

Create something completely bespoke with our design service.

If you are unsure where to begin, contact us and we can guide you through the process.

Can I customise one of your existing ring designs?

Yes.

Many of our engagement ring designs can be customised, including changes to:

• Metal

• Diamond shape

• Centre stone size

• Band width

• Setting height

• Prong style

• Hidden halo

• Cathedral or non-cathedral setting

• Side stones

• Basket design

• Engraving

Some modifications may involve an additional bespoke or manufacturing cost depending on the complexity of the change.

BESPOKE JEWELLERY

What if I cannot find the ring I want?

That is exactly what our Bespoke Design Service is for.

If you have seen a ring on Instagram, Pinterest, TikTok, another website, or even have a sketch of your own idea, simply send us your inspiration.

We can use it as a starting point to create a piece specifically for you.

Can I upload an inspiration image?

Yes.

You can send us an inspiration image or screenshot showing the style you have in mind.

We will review the design, discuss your preferred metal, stone, dimensions and budget, and provide you with a personalised quote.

Your finished FREVIVA design will be created specifically for your order rather than simply reproducing another brand's protected design.

Do you charge a bespoke design fee?

A bespoke design fee may apply depending on the complexity of the project.

From time to time, FREVIVA may offer complimentary bespoke design when you proceed with the production of your ring.

Any applicable design fee will be clearly confirmed before you proceed.

Will I see the design before my ring is made?

For fully bespoke designs, a CAD design is generally prepared for approval before production begins.

This allows you to review the proportions, setting and overall design before your jewellery is manufactured.

Production will commence once the design has been approved.

How long does a bespoke engagement ring take?

Production times vary depending on the design and the availability of your chosen stone.

As a general guide, bespoke engagement rings typically require several weeks from final design approval to completion.

Your estimated production timeframe will be confirmed before your order proceeds.

If you have a proposal date or another important deadline, please let us know as early as possible.

Can you recreate a ring I have seen from another jeweller?

You are welcome to send us an image as inspiration.

We can create a FREVIVA interpretation incorporating the elements you love while adapting the proportions, setting and design details for your stone and preferences.

We do not intentionally reproduce protected or proprietary designs exactly.

METALS & MATERIALS

What precious metals do you offer?

Depending on the design, our fine jewellery may be available in:

• 9K Gold

• 14K Gold

• 18K Gold

• Platinum

Gold may be available in yellow gold, white gold or rose gold depending on the piece.

Please refer to the individual product page for available options.

What is the difference between 9K, 14K and 18K gold?

The main difference is the proportion of pure gold within the alloy.

9K Gold contains 37.5% pure gold and is a practical and more accessible solid-gold option.

14K Gold contains 58.5% pure gold and offers an excellent balance between durability, colour and gold content.

18K Gold contains 75% pure gold and has a richer gold content and luxurious finish.

All are genuine solid gold.

The best option depends on your preferred colour, budget, design and lifestyle.

Is your gold plated?

Products described as Solid Gold are not gold-plated.

Some jewellery within our everyday collections may use different materials or finishes. The material will always be clearly identified on the individual product page.

ORDERING & PAYMENT

Is it safe to purchase an engagement ring online?

Yes.

Our website uses secure checkout technology, and FREVIVA is an Australia-based business.

We also understand that purchasing an engagement ring is a significant decision. If you would prefer to speak with someone before ordering, you can contact us through our Live Chat or arrange a consultation.

There is no pressure to purchase.

Can I speak to someone before placing my order?

Of course.

We offer personalised assistance for diamond selection, engagement rings and bespoke jewellery.

Contact us through our website Live Chat or enquiry form and we will be happy to help.

Can I get a quote before ordering?

Yes.

For bespoke jewellery, custom modifications or diamonds that are not currently displayed on our website, you can request a personalised quote.

We believe in transparent pricing, so the key specifications and costs of your order will be explained before you proceed.

SHIPPING

Where do you ship?

Our standard online shipping currently covers Australia and New Zealand.

International shipping conditions can change depending on destination, customs requirements, insurance availability and carrier policies.

If you are located outside Australia or New Zealand, please contact us through Live Chat before placing your order. We will do our best to accommodate your request based on the current shipping conditions.

International shipping charges, insurance, import duties, taxes and customs fees are the responsibility of the customer unless otherwise agreed.

Do you offer free shipping?

Yes.

Australia: Complimentary shipping on orders over $99 AUD.

New Zealand: Complimentary shipping on orders over $199 AUD.

Applicable shipping options and charges for orders below these thresholds will be displayed at checkout.

How quickly will my order be dispatched?

For Ready to Ship items, we generally aim to fulfil orders within 2 business days.

For Made to Order, personalised and bespoke pieces, the estimated production time will be stated on the relevant product page or confirmed as part of your order.

Please remember that production time and shipping time are separate.

Is fine jewellery insured during shipping?

Solid gold fine jewellery orders are shipped with appropriate transit insurance and require a signature upon delivery.

Please ensure that someone is available to receive the parcel.

RETURNS & CANCELLATIONS

Can I return my order?

Return eligibility depends on the type of product purchased.

Ready-to-ship jewellery, made-to-order jewellery, customised pieces, resized items, engraved pieces, bespoke jewellery and individually sourced diamonds may have different return conditions.

Please review our Returns & Refund Policy before placing your order for the complete conditions applicable to your purchase.

Your rights under the Australian Consumer Law are not excluded by our store policies.

Can I cancel a bespoke or made-to-order ring?

Once production, CAD work, stone sourcing or other customised work has commenced, cancellation may not be possible because the item is being produced specifically for you.

Please refer to our Returns & Refund Policy for the full cancellation terms.

If you need to make a change to an order, contact us as soon as possible.

WARRANTY & AFTERCARE

Does FREVIVA offer a warranty?

Yes.

FREVIVA fine jewellery is covered by our Lifetime Manufacturing Warranty against eligible manufacturing defects.

This warranty applies to faults caused by the original manufacturing of the piece and does not replace your rights under Australian Consumer Law.

What does the Lifetime Manufacturing Warranty cover?

The warranty covers confirmed manufacturing defects relating to the original construction of the jewellery.

Depending on the circumstances, this may include manufacturing defects affecting the structural integrity of the setting, band, clasp or other components.

Each claim is assessed individually.

What isn't covered by the manufacturing warranty?

A manufacturing warranty is not the same as insurance or complimentary lifetime maintenance.

It does not cover normal wear and tear, accidental damage, misuse or damage arising after the jewellery has been supplied.

Examples may include:

• Scratches and surface wear

• Natural wear of precious metal over time

• Bent or damaged prongs

• Damage caused by impact or pressure

• Chipped, cracked or damaged gemstones

• Lost diamonds or gemstones resulting from damage or wear

• Chain breakage caused by pulling or catching

• Damage caused by chemicals or inappropriate cleaning

• Resizing, repair or alteration performed by another jeweller

• Loss or theft

If you are unsure whether an issue may be a manufacturing defect, contact us and we will be happy to assess it.

Do you provide free lifetime servicing or maintenance?

Our Lifetime Manufacturing Warranty covers eligible manufacturing defects; it does not include complimentary lifetime servicing, polishing, resizing or routine maintenance.

Fine jewellery naturally experiences wear over time and should be cared for accordingly.

We recommend periodically checking important pieces — particularly engagement rings — to ensure that prongs and settings remain secure.

Are handmade jewellery pieces always completely identical?

Fine jewellery is manufactured and finished through a combination of precision technology and skilled hand-finishing.

Very minor variations in polishing, prong alignment, dimensions or finishing may therefore occur between individual pieces.

These subtle variations are a normal part of individually finished fine jewellery and do not necessarily indicate a manufacturing defect.

RING SIZING

What if I don't know my ring size?

Contact us before ordering and we can help you determine the most appropriate size.

For engagement rings, getting an accurate measurement before production is always recommended.

Can an engagement ring be resized?

Many engagement ring styles can be resized, although the amount of adjustment possible depends on the design, metal and stone setting.

Certain designs — including some eternity bands and highly detailed settings — may have limited resizing options.

Please contact us if you are unsure.

STILL HAVE A QUESTION?

We know that purchasing fine jewellery — especially an engagement ring — can involve a lot of decisions.

You don't need to figure everything out on your own.

Chat with us online or request a personalised consultation.

Whether you already know exactly what you want or are simply starting your search, we're here to help you find the right piece at the right price.

FREVIVA
Fine Jewellery. Transparent Pricing. Made Personal.