Terms and Conditions

These Terms and Conditions govern use of the Frank & Label website at frankandlabel.com and purchases through it. By using our services or placing an order, you agree to these terms. If you do not agree, do not use the services. Our Privacy Policy explains how we handle personal information.

Contact and eligibility

Contact Frank & Label at info@frankandlabel.com, +852 2773 0791, or Unit J, 7/F, Kaiser Estate Phase 2, 51 Man Yue Street, Hung Hom, Kowloon, Hong Kong. You must be legally able to enter into a purchase contract or have appropriate parent/guardian authorisation. Our account services are not intended for children under 13.

Accounts and Google sign-in

Provide accurate account and order information and protect your credentials and devices. Notify us promptly if you suspect unauthorised access. Google Sign-In and Google One Tap are optional authentication methods; email/password registration is also available. Google verifies your identity and supplies basic account/profile information as described in our Privacy Policy. Creating or linking a Google account does not grant administrative access or automatically enrol you in marketing.

You may remove our Google connection through your Google Account or request account deletion by contacting us. Removing the connection does not cancel orders, extinguish payment obligations or automatically delete records we must retain. Google operates its own authentication services under its applicable terms and policies; Frank & Label is not Google and is not endorsed by Google.

Products, pricing and availability

Product descriptions, photographs, measurements and colours are intended as guides; display settings and natural variations in gemstones or craftsmanship can affect appearance. Prices, stock and promotions may change before an order is accepted. The checkout identifies the applicable product price, discounts, shipping, currency and tax information. Tier/wholesale eligibility and custom quotations may have additional conditions disclosed before acceptance.

If we discover a material error in pricing or availability, we will contact you to resolve it, offer a corrected order for your agreement or cancel and refund amounts paid for the unavailable or incorrectly described goods, subject to applicable law. We will not impose an undisclosed price increase on an accepted order without your agreement.

Orders and payment

Orders are subject to acceptance, availability, verification and the payment arrangements shown at checkout or in an agreed quotation. An automated acknowledgement confirms receipt of an order request, not an unconditional promise of availability. Stripe and any other payment methods actually offered at checkout process payments under their applicable terms. Invoice, deposit and balance arrangements apply only where offered and agreed. You are responsible for providing accurate billing information and for applicable delivery charges, import duties and taxes disclosed or imposed by the destination authorities.

Coupons, tier prices and gift cards

Promotional codes are subject to their stated validity, eligibility, minimum spend and usage limits. First-order codes require an eligible signed-in account. A coupon may use the tier price or replace it with the standard product price, as indicated; these price bases do not automatically stack.

Gift cards with an active status, unexpired validity and available balance may be applied in the cart as a fixed USD product discount after coupons. The applied amount cannot exceed the remaining product subtotal; shipping remains payable. Unused balance stays on the card. Keep the code secure: it functions as a bearer code. Pending gift card purchases are not usable until payment is confirmed. Cancellation and full-refund handling returns eligible redeemed balance to the card; a partial cash refund does not automatically return gift balance. Contact us about lost codes or disputed transactions. Nothing here removes mandatory consumer rights.

Delivery, made-to-order goods and returns

Delivery and production times are estimates unless we expressly agree otherwise. An order may be split into ready-stock and made-to-order shipments and separate deposit/balance documents where shown. Review the delivery details and any custom specifications before confirming. See our Shipping Policy and Return Policy for the current procedures, eligibility and contact requirements. These terms do not introduce an additional return guarantee or remove rights available under applicable law.

Acceptable use and intellectual property

Do not misuse the website, submit fraudulent orders or identities, interfere with security, attempt unauthorised access, harvest personal information or abuse promotions. Website text, branding, designs and images are owned by Frank & Label or used with permission and may not be commercially reproduced without authorisation, except as permitted by law. If you submit content or enquiries, you must have the right to provide them and must not include unlawful material or another person's confidential information without authority.

Availability, suspension and liability

We may maintain, update or temporarily interrupt services, and may restrict accounts for fraud, security incidents or material misuse. We will handle outstanding orders and payments in accordance with applicable law. We do not guarantee uninterrupted website or third-party authentication availability.

To the extent permitted by law, we are not liable for indirect or consequential losses arising from website use. Nothing in these terms excludes liability that cannot legally be excluded, liability for fraud, or mandatory consumer guarantees and remedies. Any other limitation applies only to the extent lawful in your jurisdiction.

Law, disputes and changes

These terms are governed by Hong Kong law, subject to any mandatory consumer protections that apply in your place of residence. Please contact us first about a dispute so we can seek a practical resolution. Nothing in these terms prevents you from using courts or consumer remedies available under applicable law.

Updated terms will be published here with an effective date. Changes apply prospectively and do not retrospectively change an accepted order without agreement or a legal requirement. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.