TERMS & POLICIES


Orders

Upon placement of an order and receipt of that order by FREEWHEELER  and/or FWHLR, customers will be sent written confirmation via email. Any alterations to that order will also be confirmed with the customer via email notification.

Once an order has been shipped, customers will receive a confirmation email with the tracking number. Please note, an order placed for multiple items may result in multiple or partial shipments. Please allow 1-2 business days from the time of purchase for order processing, however we strive to ship all orders placed before 2:00pm EST on the same day as purchase.

Given the handmade nature of our products, items that become sold out may not become available again for a few weeks. We appreciate your patience. FREEWHEELER Llc. and FWHLR reserve the right to cancel and refund any order, at any time, for any reason.

For any questions regarding orders, please contact business@fwhlr.com. We will always make our best efforts to accommodate requests for expedited processing.

  Returns & Exchanges

GENERAL: Orders may be returned or exchanged within seven (7) days of the original order’s arrival. More specifically, we require that your return package be postmarked no more than 7 days from the date that your order tracking indicates that the product was delivered.

If your returned items are shipped back to FWHLR beyond the qualifying return window, FREEWHEELER Llc. and FWHLR reserve the right to reject the package and the return, or accept the return with a 25% restocking fee, at the discretion of FREEWHEELER Llc and FWHLR. Anything purchased with a special code or discount is considered FINAL SALE and not returnable.

Merchandise must be in unworn condition and must retain, intact and undisturbed, any security tags, labels, seals, stickers, or any other form of usage indicator that were in place on the merchandise when it was shipped.

In order to return or exchange, merchandise must be carefully enclosed in its original packaging, include all original packaging and documentation, and be packed and shipped in such a way as to adequately protect the delicate and fragile contents inside. We will not accept returned goods that have been worn, do not have their original packaging, or that show apparent signs of use or abuse. Goods that are returned without their original packaging will not be accepted.

Merchandise received by a customer as a result of an exchange is not considered a new or original order, and may only be re-exchanged at the discretion of FWHLR Customer Service. FREEWHEELER Llc. and FWHLR are not responsible for shipping charges on returned or exchanged merchandise. We can only recommend UPS or FedEx when shipping items for exchange, and we are not responsible for packages lost or damaged during shipment for exchange.

EXCHANGES: Exchanges are only available for purchases from the FWHLR product lines. FWHLR by FREEWHEELER Llc. products are only eligible for return and refund. FWHLR items may not be exchanged or returned for store credit/gift cards. 

FWHLR exchanges may only be made for items of equal or lesser value. Upon the valid return of your original item, you will be shipped your new item and your original payment method will be refunded for the difference in price. If you have received a FWHLR item but would like to change it for a more expensive FWHLR item, you must either (1) return your current item for a full refund and then purchase your new item in a separate transaction or (2) exchange your current item for a FWHLR gift card, with which you will later purchase your new higher priced item in combination with an additional payment source. FWHLR can also not guarantee the availability of any specific styles for return or exchange. If your desired replacement is not available, you will be able to indicate whether you would like a refund or gift card for your original item.

PROCEDURE: To initiate your return, you will be taken to an automated returns and exchanges form. Completion of the form will initiate your claim into our customer service system, as well as guide you through the proper steps necessary to process your return. Simply click the link below, follow the on screen instructions, and answer the questions as they appear.

After submitting the completed form, you will be redirected to a confirmation page. You must print that confirmation page, and include it in your return package. That confirmation sheet will allow FWHLR customer service to identify your package. Without that confirmation page, your package could be significantly delayed or lost entirely.

 FREEWHEELER RETURNS INITIATION FORM: http://fwhlr.com/

 After confirming that your return conforms with all indications and following all packing instructions and procedures, mail your item to:

FREEWHEELER Customer Service

1115 Isabella St.

Newport, KY.

41071, USA

Again, we must emphasize that the confirmation page be printed and included in your return package. We also recommend that you save a copy of the confirmation page for your personal records.

 To expedite your return or exchange process, in addition to the instructions above, please feel free to also contact us at business@fwhlr.com. All of the above rules will still apply, however we may be able to accommodate your unique needs better if we can be notified of your situation as soon as possible.

Defective or Incorrect Merchandise

In the event that you receive an incorrect or faulty FWHLR items, we will expedite your claim. First, follow the exact procedures listed above for a traditional returns will remain the same. When completing the Returns Initiation Form found at http://fwhlr.com/ you will be given the ability to mark the product as “Damaged Upon Arrival”. You may also elaborate about the defective nature in the section marked “What is the reason for your return?”

 Once our Customer Service team has received the item and confirmed it to be faulty, a USPS Return label will be provided and a refund will be issued in the form of a gift card.

 Upon completing the form, you will be shown a confirmation screen summarizing your claim and prompting you to print. In addition to printing the page for your shipment, please also save that page to your computer or mobile device as a pdf or screenshot, and email that file to business@fwhlr.com with the subject line “Faulty On Arrival”. Someone from our team will then contact you within 24 hours to expedite your claim and cover expenses.

 Merchandise will be deemed faulty only if it is determined that it was faulty at its time of shipment, or if it were damaged during its time in transit. Merchandise damaged after delivery are not considered faulty, and therefore would not be eligible for return. FWHLR is not responsible for damaged or stolen merchandise after delivery has taken place. In returning incorrect or faulty merchandise, all of the standard rules of our Return Policy will apply. We cannot guarantee that items will be in stock at any time.

Repair Policy

FWHLR will repair any jewelry product from the FWHLR product lines within three (3) months of the items purchase that has incurred damage as a result of normal wear and tear, and reasonable use. However, in order for the repair to be performed, all components, pieces, crystals, and parts must be provided by customer. Since all FWHLR items are handmade, some variation may occur. FWHLR cannot guarantee that repairs will be possible for items damaged through extraordinary circumstances or unreasonable, unexpected, or reckless use and treatment. Any such determinations of use and treatment will be at FWHLR discretion. If damaged components must be replaced, they will be replaced with components as close to the originals as possible, at the discretion of FWHLR.

 All items from the FWHLR product line can be found and identified by visiting the link https://fwhlr.com/collections/make-a-statement

 Please note, this repair and replacement policy only applies to items damaged via normal wear use, or as a result of pre-existing defect. If it is determined that the product was intentionally damaged, or damaged through accident or negligence outside the control of FWHLR, the claim may be rejected at the discretion of FWHLR. Rejection of such a claim may result in the customer being responsible for paying the necessary fees to retrieve their defective merchandise.

 PROCEDURE: To initiate your repair or replacement, you will be taken to an automated form. Completion of the form will initiate your claim into our customer service system, as well as guide you through the proper steps necessary to process your claim. Simply click the link below, follow the on screen instructions, and answer the questions as they appear.

 After submitting the completed form, you will be redirected to a confirmation page. You must print that confirmation page, and include it in your return package. That confirmation sheet will allow FWHLR customer service to identify your package. Without that confirmation page, your package could be significantly delayed or lost entirely.

 FWHLR RETURNS INITIATION FORM: http://fwhlr.com/repairs

 After confirming that your return conforms with all indications and following all packing instructions and procedures, mail your item to:

FWHLR Customer Service

1115 Isabella St. 

Newport, Ky.

41071, USA

Again, we must emphasize that the confirmation page be printed and included in your return package. We also recommend that you save a copy of the confirmation page for your personal records.

Privacy Policy

FWHLR.com (“the site”) takes your online privacy very seriously. The sites privacy policy is governed by the following. Any and all use of the site constitutes acceptance of this policy. If you do not agree with this policy immediately cease use of this site. We reserve the right to modify this policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.

 When you purchase something from our site, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our site, we also automatically receive your computer’s IP address in order to provide us with information that helps us learn about your browser and operating system. We may occasionally send you informative, product, and sales related emails to your address on file. If you wish to opt out of receiving these communications, please notify us at any time of your request to be removed from our communication contact list. Please send your request to business@fwhlr.com.

 We may use cookies in order to collect information on your purchases of our products. However, these automatically stored cookies do not contain any of your personal information, financial/home address, etc.

 We may disclose your personal information if we are required by law to do so or if you violate our Policies.

Security Policy

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards.

For questions and concerns regarding privacy, security, or other legal matters, email business@fwhlr.com, or mail your written correspondence to:

FWHLR, 1115 Isabella St, Newport Ky. 41071


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