Customer Care

Thank you for shopping with JudeFrances Jewelry. We stand behind our goods and services and want customers to be satisfied with the shopping experience we offer.

Order Processing & Confirmation

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

International Orders

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

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, many 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 6-8 weeks. Should a made-to-order item come into stock we will fill all existing orders first, so making the purchase guarantees your product. If you are not happy with your purchase made order items are returnable. Special sizing or custom lengths are not returnable.

Payment

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, Affirm, Afterpay, Apple,  Paypal.

Shipping Policy

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

Domestic Shipping

We ship with FedEx. Due to a significant surge in volume and other impacts of COVID-19, FedEx has suspended its money-back guarantee on certain shipments. Please be aware of the ever-changing policy before placing your order.

Ground Shipping: Free (7-12 business days)

Express Shipping: $30 (2-3 business days)

Standard Overnight: $40 (1-2 business days, does not deliver on the weekend)

Priority Overnight: $45 ( 1-2 business days, delivery before 10am)

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

PO Box, Shipping Insurance & Signature Confirmation

For security purposes, we will not ship to PO Box Addresses. All shipments are fully insured and require an adult signature confirmation upon delivery.

Redirect to Hold

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

Before placing your order, please research a location of a FedEx facility near you by visiting a 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

Visit FedEx (tracking number required and can be found in your shipping confirmation email) to redirect your package to be held at the nearest FedEx or hundreds of convenient FedEx partnered locations. Stop by the retail location you selected for pick up, within 5 business days. Remember to bring your ID and tracking number. JudeFrances is not responsible for any fees incurred with FedEx to have packages redirected.

In order to maintain the highest level of security, we cannot redirect your order to a different address once the order has shipped.

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 the requested email) to confirm your decision.  In doing so, the buyer will relieve JudeFrances of all responsibilities of the order once it leaves our facility and the buyer assumes full responsibility for the package.

Return Policy

Overview

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 refund or merchandise credit. JudeFrances will not accept any unauthorized returns of merchandise. Unauthorized returns will be refused and returned to the customer at the customer’s expense. JudeFrances only accepts returns of products purchased via judefrances.com. For questions regarding returns of purchases not made through Judefrances.com, please contact the relevant authorized JudeFrances retailer from whom you made your purchase.

-Returns made within 1-14 days from the day the order arrives are eligible for a full refund in the form of the original payment.

-Returns made after 15+ days from the day the order arrives are eligible for merchandise credit. A merchandise credit will be issued in the form of a code that is emailed to you and can be used to shop online at judefrances.com. This code will not expire however we encourage you to use the funds within one calendar year.

-No returns will be accepted after 30 days from the date the order arrived.

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 a 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.

– Note that products marked final sale and or rose gold jewelry are not eligible for return.

Please visit our support page to initiate a return.

Refund Policy

Once your return is received and inspected, please allow 7-10 business days to process your refund or issue a merchandise credit.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@judefrances.com

Return Shipping

Return shipping and insurance are the responsibility of the customer. The customer is responsible for all shipping charges on 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. Due to the liability of the courier, no refund or merchandise credit will be issued until the investigation is complete and the claim has been issued and reimbursed.  Please note that while lost orders are our top priorities, package claims are a long and extensive process that often takes several weeks or more to complete.

Need Help

Contact us at customerservice@judefrances.com for questions related to orders and product information.

– For press inquiries please email info@judefrances.com

– For wholesale inquiries please email info@judefranes.com

– To submit a repair request, please visit our Repairs page to complete a request.

Repairs

We stand by our product. If you’re 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 damages are excessive, we will need to send it back to the manufacturer for repair.  Repairs deemed to be caused by the 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 our support page to initiate a repair.

Repair Charge and Timeline

The repair charge is $85.00 per product and the timeline is for reference and not guaranteed.

Local Repair: 4-5 weeks

Manufacturer Repair: 12-16 weeks