Free Shipping & Returns

FAQ

CAN I USE MORE THAN ONE DISCOUNT CODE AT A TIME?

      No, we only accept one discount code per transaction.

WHERE DO I ENTER IN A DISCOUNT CODE?

Find this area during checkout and enter the code. You can only use one code at a time!


DO WE GET A TRACKING NUMBER AFTER WE ORDER?

Yes! All orders include tracking, it will automatically be sent to the email provided at checkout.

HOW CAN I PAY?

We currently accept Paypal and Credit/Debit card payments. You do not need a Paypal account to pay.

CAN I CANCEL OR CHANGE MY ORDER?

No, unfortunately once you place your order it cannot be canceled or changed. However, it can be returned. Please see our return policy.

CAN I SHOWER WITH MY JEWELRY ON?

While we use high grades of rhodium and gold plating, we do not recommend showering with your jewelry on. Water will not affect our pieces, but harmful substances such as chlorine, perfume and other harsh products may affect the plating. 

I RECEIVED A DAMAGED ITEM! WHAT DO I DO?

Please open, examine and try on the items you have purchased immediately after receiving your order. You must report a damaged item within 2 days of when your tracking says you received your order. Picture proof must be provided.


In the rare case you do receive a defective piece, we will ask that you ship the item back to us with a pre-paid label we will provide. Either we will fix the item for you, provide you with a new replacement or refund you the entire purchase price. 


We stand by the quality of our items and will always make it right for you!

SHIPPING

WHAT ARE YOUR SHIPPING OPTIONS?

Domestic Orders (USA) 

First Class or Free Shipping (If Applicable): 

  • Most affordable shipping method 
  • 1-2 business day handling period 
  • 1-3 business day shipping period 
  • No insurance 

Priority Mail

  • 1 business day handling period 
  • 1-3 business day shipping period 
  • Includes $50 of insurance 
 

Priority Mail Express 

  • Same business day handling period 
  • 1 business day shipping period
  • Includes $100 of insurance

International Orders:
First Class International
  • Most affordable USPS shipping method 
  • 1-2 business day handling period 
  • Average of 7-21 business day shipping period 
  • No Insurance

Priority Mail International 
  • 1 business day handling period 
  • Average of 6-10 business day shipping period 
  • Includes $200 insurance

Priority Mail Express International
  • Same business day handling period 
  • Average of 3-5 business day shipping period
  •  Includes $200 insurance

INTERNATIONAL ORDERS TO MEXICO
Currently, we only offer DHL delivery to Mexico. Please reach out directly if you have any further questions about our shipping to Mexico. 


International shipping methods transit period may vary. The times stated above are just averages!  
 *Free shipping only applies to U.S. orders that weigh less than 1 pound.*

HOW MUCH IS SHIPPING?

The best way to find out how much shipping is to your address is to go through the checkout process. During the checkout process the shipping costs are automatically generated.

HOW LONG DOES SHIPPING TAKE?

Our business hours are 10am-4pm EST Monday - Friday, We stop shipping after 4pm EST. If you place an order on the weekend we will ship it out during business days.


The speed of receiving your order can depend on a few things such as your shipping method choice and the location your order is being shipped to. 

CAN I TRACK MY ORDER?

Yes! As soon as your order is packaged and shipped, you will receive a tracking number you can then use to find find out where exactly your package is!

INTERNATIONAL ORDER INFORMATION

We are not responsible for international taxes and duties, that is the sole responsibility of the customer. We are not responsible for contacting customs centers. In the event of a return, duties and shipping fees will not be refunded.

I THINK MY ORDER IS LOST IN THE MAIL

If you have a tracking number and you see that your order is not moving in its transit to you, or your tracking number says your order is delivered but you have not received the package you may file a claim with USPS here: https://www.usps.com/help/claims.htm 


All claims are customers responsibility with the carrier. We do not issue refunds when orders are lost in transit. We recommend choosing a shipping method that includes insurance.


***IN THE RARE OCCASION THE POSTAL SERVICE MISPLACES AN ITEM, IT USUALLY TURNS UP. AFTER REACHING OUT TO USPS PLEASE REACH OUT TO US AND WE WILL DEFINITELY HELP YOU RESOLVE THE COMPLICATION***

RETURNS & EXCHANGES

DO YOU ACCEPT RETURNS?

Yes! You have 14 days for clothing and 7 days for jewelry starting from the time your tracking number says you received your order. (Please see our Holiday Return Policy as it overrides our standard return policy)


The customer will responsible for shipping to us, we recommend that you use tracking and insured shipping . Please use a padded envelope/bubble mailer when shipping jewelry. We will not be held responsible if we receive it damaged or lost. All items must be returned in the same condition which you have received it. Once we receive the package sent to us, we will review the returned items and if approved we will process your refund. We hold the right to refuse any return, therefore please double check to make sure there are no stains, clothing has not been washed and all tags are not removed. If in the event that we do not approve the returned items, you will be notified by email and we will ship the item back to you.


Please allow up to 7 days for your refund so show in your account.

DO YOU ACCEPT EXCHANGES?

No, but you can return any items that you are unsatisfied with and then purchase the desired items. With that said, you can always reach out to us directly, and we will help you with the transaction so that you end up with the perfect item you love!



PERSONALIZED OR CUSTOM PIECES

Any and all items that are customized, engraved or otherwise personalized cannot be returned or exchanged and all sales are final. However, we will always work with you to ensure you end up with jewelry you love, so if you have an issue with a personalized piece, please reach out!


JEWELRY CARE

HOW DO I CARE FOR MY JEWELRY?

Fronay Collection offers six generations worth of experience in producing jewelry of exceptional quality! Regular wearing of a piece of jewelry may nevertheless lead to the appearance of marks on the piece caused by contact with the skin, extraneous contact, pollution, etc. 


1) CLEANING YOUR JEWELRY: In order to clean your jewelry, rub the surface delicately with a soft brush and warm soapy water, then rinse it carefully and dry it with a soft cloth. This will enable you to revitalize the brilliance of your jewel without damaging it. It is important not to carry out this kind of cleaning in the case of pearls, emeralds, or any other natural stone, which risk being damaged by any substance other than water alone. 


2)SPECIAL MAINTENANCE IN THE CASE OF JEWELRY INCLUDING DIAMONDS, PEARLS OR NATURAL STONES: It is recommended that particular attention be paid to your pearls, since they are an organic material that is very sensitive to chemical substances. For this reason, and in order to prevent your pearls from losing their orient, ensure you do not expose them to contact with cosmetic products in danger of damaging them (perfumes, sunscreen, etc.)

CONTACT US

QUESTIONS, COMMENTS OR CONCERNS?