Customer Care

Important note to JudeFrances Customers

Due to COVID-19, carriers are experiencing delays in delivery times due to surge in online shopping, COVID-19 order and weather conditions.  Once your order has shipped, the estimated delivery window is 7-12 business days. Orders with expedited shipping is also experiencing delays.  Orders are processed Monday-Friday, excludes holidays.

Due to a significant surge in volume impacted by COVID-19, FedEx has suspended money-back guarantee effective immediately until further notice.  

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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. 

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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, Diner’s Club, 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 [email protected] (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.

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Made to Order / Special Order:

Once a made to order/special order has been placed, it cannot be cancelled, adjusted or returned.  These items are Final Sale and payment is required upon order. 

Promotional codes and sales do not apply.

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 applies 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. 

Purchases shipped internationally are subject to a $500.00 order minimum ($500.00 minimum does not include shipping, duties or taxes).

Shipping:

Orders placed on judefrances.com usually ship within 3 business days (non-holiday season).  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.

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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 note during your check out process and email [email protected] (include your full name and order number in request 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.

Domestic Shipping:

We ship with FedEx.  Due to a significant surge in volume and other impacts of COVID-19, FedEx has suspended their money-back guarantee effective immediately until further notice.  

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)

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! 

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 pickup, within 5 business days.  Remember to bring your ID and tracking number.  In order to maintain highest level of security, we cannot redirect your order to a different address once the order has shipped.  JudeFrances is not responsible for any fees incurred with Fedex to have packages redirected.   

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Return Shipping: 

Return shipping fees and insurance is the responsibility of the customer.  The customer is responsible for any and 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.

Due to 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.  

30 Days Return:

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. 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 day and up to 30 days from the day the order arrives are eligible for a 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.   Please visit our support page to initiate a return (Return must be approved before sending back product.) Return shipping and insurance is the responsibility of the customer. Returned merchandise should include the vendor packaging.

All returns must be unaltered, unworn, in saleable condition and must be accompanied by 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.

Items that are marked made to order, special order, final sale or rose gold jewelry may not be returned. All sales are final.

Please note that shipping charges will not be refunded. 

Return inquiries made after 30 days from the day the order arrived will not be authorized.

Return Shipping: 

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

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Made to Order / Special Order:

Items that are marked made to order or special order jewelry may not be returned. 

Promotional codes cannot be applied to Made to Order / Special Order items.

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 damages are 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 our support page to initiate a repair.

Repair Charge:

Repair charge is $85.00 per SKU number. 

Repair Timeline:

Timeline is for reference and not guaranteed.
Local Repair: 4-5 weeks
Manufacturer Repair: 12-16 weeks

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