Customer Care

Contact Us:

If you have any questions that cannot be answered by the general or holiday policy, then reach out to

Customerservice@judefrances.com

Quick Links

Order Processing:

Orders placed on judefrances.com are usually processed within 3 business days (non-holiday season). Orders are processed Monday-Friday during business hours of 9:00am – 5:00pm PST, excluding holidays. Orders will not be shipped out Saturday or Sunday.

Payment:

Here at JudeFrances, we understand that different customers prefer different payment options, and we are making every effort to include as many as we can. Your sensitive information is important to us, so we are currently accepting the following payment methods.

Major Credit Cards (Visa, Mastercard, American Express, Discover, Maestro, JCB)
Affirm
Afterpay
Apple Pay
Paypal

Order Confirmation:

A confirmation email will be sent to you once your order has been placed. A second email with a tracking number will be sent once your order ships.

Order Cancellation:

If you need to cancel your order, please email us customerservice@judefrances.com (Include your full name and order number in the cancellation email). You can cancel orders that have not entered the shipping process. Unfortunately, once your order has shipped, you will need to return the order if you are not satisfied with your purchase. Please visit the Returns page for the guidelines.

Made to Order:

If an item is labeled “Made to order” it means, we make the item especially for you. While we may have certain styles in stock, most of our jewelry online is made after you order it. If you wish to purchase an item that has the “Made to order” notification, please note these orders can take up to 10-12 weeks. Should a made to order item come into stock we will fill all existing orders first, so making the purchase guarantees your purchase. If you are not happy with your purchase made to order items are returnable. Special sizing or custom lengths are not returnable. If you cannot find your size online, you can reach out to a customer service representative to place an order for special sizing or custom lengths. These special orders take 10-12 weeks and are not returnable.

International Orders:

Please email customer service about these inquiries. We are working to grow our business to be able to support shipments to more countries. All international orders do not include shipping, duties or taxes. Shipping costs and any applicable duties and taxes will be calculated and added to the order. Orders are calculated in USD and do not reflect the exchange rates. Your credit card company or other forms of payment may charge you an exchange fee.

Promotional codes only apply to orders shipped within Continental U.S. Promotional codes used to place an order will be void if shipped out of the Continental U.S.

Shipping:

Orders placed on judefrances.com usually ship within 3 business days (non-holiday season). The overnight shipping option selected on the weekend or on a holiday will be processed and shipped the following business day. Orders will not be shipped out on Saturday or Sunday.

PO Box:

For security purposes, we will not ship to PO Box Addresses.

Shipping Insurance & Signature Confirmation:

All shipments are fully insured and require an adult signature confirmation upon delivery.

Signature Waiver:

If you decide to waive the requirement of a signature upon delivery, please make a note during your check out process and email customerservice@judefrances.com (Include your full name and order number in request email) to confirm your decision. In doing so, the buyer will relieve JudeFrances of all responsibility for the order once it leaves our facility and the buyer assumes full responsibility for the package.

Domestic Shipping:

We ship with FedEx. Due to a significant surge in volume during this time of year FedEx has suspended the money-back guarantee effective December 13, 2022, through January 2, 2023,

FedEx Ground Shipping on orders under $250: $20. (7-12 business days)

FedEx Ground Shipping on orders over $250: Free (7-12 business days)

FedEx 2Day Shipping: $30 (2-3 business days)

FedEx Standard Overnight: $55 (1-2 business days, does not deliver on the weekend)

FedEx Priority Overnight: $70 (1-2 business days, does not deliver on the weekend)

Orders will not be shipped out on Saturday or Sunday. Expedited (Express/Overnight) option selected on a holiday/weekend will be processed and shipped the following business day.

International Shipping:

Currently, we are only able to ship to Canada. We are working to grow our business to be able to support shipments to more countries. All international orders do not include shipping, duties or taxes and will be calculated when placing your order. If the package is undeliverable and sent back to JudeFrances, the customer will only be refunded the amount of the merchandise purchased. Shipping charges and other fees will not be refunded.

Shipment Confirmation & Tracking:

Once your order has been shipped, a confirmation email with a FedEx tracking number will be sent.

Redirect to Hold:

Not going to be home. Unexpected travel plans? No problem!

Before placing your order, please research the location of a FedEx facility near you by visiting secure FedEx location to choose the location where you want your package to be sent. Be sure to include this FedEx address in the ship to portion of your order. Then you can pick it up at your convenience as your package to be held at the nearest FedEx or hundreds of convenient FedEx partnered locations. Stop by the retail location you selected for pickup within 5 business days. Remember to bring your ID and tracking number. In order to maintain the highest level of security, we cannot redirect your order to a different address once the order has shipped.

Please double check that the shipping address is accurate to avoid any additional delivery issues. JudeFrances will not be responsible for the redirection of packages.

Return Shipping:

Return shipping fees and insurance is the responsibility of the customer. The customer is responsible for all shipping charges on any bounced or undeliverable packages.

Lost or Stolen Packages:

We do our due diligence to get your package delivered to you safely. But in the case a package is lost or stolen, please reach out to FedEx to file a claim. Please ensure you are providing correct and accurate address information to prevent purchases being delivered to the wrong location. Contact customer service if your package is stolen. Due to the liability of the courier, no refund or merchandise credit will be issued until the investigation is complete. Please note that while lost orders are our top priorities, package claims are a long and extensive process that often takes several weeks to complete.

Returns:

We want you to be completely happy with your purchase. If for any reason you are not satisfied, we will gladly accept items purchased from judefrances.com for a refund or merchandise credit. Please visit the support page to initiate a return.

Returns made within 14 days from the day the order arrives are eligible for a full refund in the form of the original payment. Returns made after 14 days from the day the order arrives are eligible for merchandise credit. Merchandise credit will be issued in the form of a code (emailed to you). The code can be used at judefrances.com with no expiration date. Returned merchandise should include the vendor packaging.

All returns must be unaltered, unworn, in saleable condition and must be accompanied by an original sales receipt. Once your return is received and inspected, please allow 7-10 business days to process your refund or issue of merchandise credit. If your return is deemed damaged due to negligence, exhibits standard wear and tear by the customer, or is not in a resalable condition we will reject the refund. [You can choose for us to keep and destroy the item or ship the merchandise back to you at the customer’s expense.] Please note that shipping costs will not be refunded.

Repairs:

Here at JudeFrances, we stand by our product. If your fine jewelry is damaged, you can send it in for repair. Repairs will be assessed on an individual basis. We will either send it locally for repair or if the damage is excessive, we will need to send it back to the manufacturer for repair. Repairs deemed to be caused by customer’s misuse or wear and tear and not a manufacturer’s defect will incur a repair charge at the customer’s expense. Please visit the support page to initiate a repair.

Repair Charge:

The repair charge is $85.00 per product.

Repair Timeline:

The timeline is for reference and not guaranteed.

Local Repair: 4-5 weeks

Manufacturer Repair: 12-16 weeks

Business Hours: Monday through Friday 9-5pm PST (Excludes holidays)

Contact Us

If you have any questions that cannot be answered by the general or holiday policy, then reach out to