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Questions & Answers

Shipping & Delivery

How soon after ordering will my item(s) ship?

We usually ship within three to five days of receiving your order, though we can often ship sooner. Our shipping timing depends on whether we have your piece on hand or we need to produce it from scratch.

What shipping methods are available?

Our free domestic shipping is sent via USPS 2 - 3-day mail. Overnight shipping via USPS is also available. We ship most international orders via USPS. If you live in a region that has limited postage options and prefer we use a carrier like DHL, FedEx or UPS, please write to let us know: orders@fortuneandframe.com

Do you have an overnight/next-day shipping option?

Yes, we ship next-day priority via USPS. Depending on your location and the time the delivery is picked up, priority can take two days.

If I select next-day shipping, will my order ship the same day?

If we have your item in stock and your order is placed before 12:00 EST, we will ship it out the same day. If the item is not in stock, we will ship your package within three to five days, and it will arrive the day after we ship it (or the day after, depending on pickup time).

I'm located in NYC. Can I stop in and pick up my order?

Sometimes we can accommodate this. Most often, however, we'll arrange for a messenger to hand deliver your order the same day. Please email us at orders@fortuneandframe.com for details.

Fortunes

What are the dimensions of Fortune & Frame's fortunes?

Our fortunes measure 2.20" x 0.45".

Can I use a fortune from a fortune cookie in your pieces or do I have to use one from your site?

Yes, you can switch out our fortune with one you've been holding onto any time and as often as you like.

What is the standard size of a fortune from a fortune cookie?

There is no one standard fortune size. Our fortunes measure 2.20 x 0.45", which is often the size you get in a fortune cookie, but not always. The good news is that most fortunes contain a lot of extra white space, so if the one you have is too wide or long for our pieces, you can gently fold or trim it to fit.

Metals

I'd like a piece in a metal you don't offer. Can I special order a piece in a different metal?

Yes, we can cast pieces in most available metals, including White Gold, Platinum, 18K and 24K gold, and so forth, upon request.

For special metal requests, please email orders@fortuneandframe.com to discuss your metal preference and pricing. Please note: All special orders are considered final and are non-refundable.

My brass piece is tarnishing or turning my skin green--what can I do? 

Brass can tarnish with exposure to salty air and moisture, among other things. Some people additionally have strong reactions to brass, while others have no reaction at all. If you are susceptible to these reactions, we suggest purchasing sterling silver jewelry. 

What is vermeil? Rose vermeil?

Vermeil is 14K Gold-plated sterling silver. Rose vermeil is 14K Rose Gold-plated sterling silver. In order for a piece to be considered vermeil, the plating must be 2.5 microns (250 mils) thick. As a point of comparison, standard flash plating is about 0.4 microns (40 mils) thick and wears off far more quickly. 

Jewelry Care

How do I remove tarnish from a piece?

For brass pieces, we recommend using a dedicated brass cleaner, such as Brasso (or one specifically for brass jewelry). There are also dedicated silver cleaners. For plated pieces, do not use liquid solutions. Instead use a jewelry polishing cloth.

The plating is wearing off of my piece. What can I do?

Though we use a very thick layer of plating, pieces that are in direct contact with your skin (such as rings or shorter necklaces) will be susceptible to wear quicker than those that are not. Should the plating on your piece begin to wear, you can have it re-plated by a local jeweler or we can have it done for you at cost, plus the price of shipping.

Please email us at orders@fortuneandframe.com for details.

Returns & Exchanges

How do I return or exchange an item?

Please follow the return or exchange process on our Returns & Exchanges page.

How long do I have to return an item?

We accept returns for unworn jewelry, in its original condition, within 15 days of receipt date. Item(s) returned within 15 days will be refunded either in the form of the original payment or as a store credit.

Products returned between 16 and 30 days of receipt date will receive a credit to our online store.  

Fortune & Frame reserves the right to deny a return request if the returned item is determined to have been damaged or worn by the customer.

May I exchange my purchase?

Yes. You may exchange an unworn item, in its original condition, within 30 days of receipt date and apply its value toward the purchase of another. Should you exchange it for an item of lesser value, the difference will be returned to you via store credit. Should you exchange it for something of greater value, you will be expected to pay the difference at the time of exchange.

Please follow the instructions on our Returns & Exchanges page to process your exchange.

I received an item as a gift. May I return it?

Yes, there are two ways to go about this.

1) If you have the original order number and email address associated with the order, simply use our Returns & Exchanges process.

2) If you do not have the email address used to place the original order and/or order number, please email us orders@fortuneandframe.com with the name of the original purchaser and the item name/description.

All returns, including gift returns, are subject to our returns and exchange policies, as described above.

I purchased an item somewhere else. Can I return it here?

Our return policy is limited to items purchased from our online store. If you purchased Fortune & Frame products from QVC, a retail store, boutique or online retailer, please defer to their return policy and complete your return via the place of original purchase.

How long will it take me to receive my refund, store credit or exchanged item? 

Once the item has been received and verified to be eligible for return, your refund or store credit will be issued within 5 business days. Exchanged items will be shipped within 5 business days of return of the original item. 

Repairs

Can I send in a piece I purchased for repair?

For all repair inquiries, please email orders@fortuneandframe.com. Please include your name, description, photo of the damage, and proof of purchase.

If we are able to repair your piece, we will send you shipping instructions. Repairs take 1 – 2 weeks to complete. All repairs are subject to shipping charges. We reserve the right to deny unreasonable repairs, returns, and exchanges.

Select gift options for this item:


Metal:

1. Send a complimentary personalized note.

150 characters remaining

2. Gift Packaging.

F&F Gift Box.
All items come packaged in F&F’s signature stacked corrugated cardboard gift packaging.

3. Send gift directly to recipient (separate from other item(s) in this order)

Gift Delivery Address Please note:
  • Prices are not included in our packing slips.
  • Gift deliveries are available to US mainland addresses only.*
    *For international and non-mainland U.S. addresses, please order gift item(s) separately from non-gift items. You will be able to enter the shipping address at checkout.