Complimentary Shipping for all UK Orders

Shipping & Delivery

Upon FoundRae’s receipt of your order, you will receive an order confirmation via email. We will send you an email with a tracking number once your order has shipped.

In Stock Items: In-stock pieces will be subject to 2–3 days of processing time prior to being shipped.

Out-of-Stock Items/Special Orders: Out-of-stock pieces typically require a 6–8 week lead time, as they need to be specially made and require an extended production time prior to shipping. If this is the case with your order, a member of our Client Care team will be in touch to let you know and provide an accurate special order timeframe.

Custom/Engraving Orders: Custom orders require a 6–8 week lead time, as they need to be specially made. The engraving process typically takes 2-3 weeks, although the lead times for engraving tend to run a bit longer during the holiday season. We can accommodate some rush orders on a case-by-case basis. Please reach out to us at clientcare@foundrae.com to see if we can accommodate your desired date. Custom and engraved pieces are final sale.

Please email us at clientcare@foundrae.com to inquire about the status of your order.

FoundRae fulfills orders from both our stores and studio. To ensure the most efficient service, our system selects the fulfillment location based on inventory availability and the client's destination. Every piece is carefully inspected and quality-controlled by our on-site operations team before it is shipped.

We ship all domestic orders via FedEx. We offer complimentary 2-day shipping on domestic orders over $1,000. 2-day delivery is offered for $20 for orders under $1,000. Overnight delivery is offered on all orders for $30.

All packages are fully insured, and your order confirmation email will note whether a signature is required at the time of delivery. Should a signature be required, clients can choose to waive a signature by contacting Client Care at clientcare@foundrae.com and filling out a waiver. We will send you an email with a tracking number once your order has shipped.

We offer same-day delivery via messenger service for orders located in New York City for a $20 flat rate. For our messenger service, orders should be placed before 3:00pm EST to receive delivery the same day. All messenger orders placed after 3:00pm EST will be delivered the next business day.

FedEx considers all U.S. territories as international shipments (e.g., Puerto Rico, Guam). All international shipments and duties for both DHL and FedEx (if applicable) are subject to payment in full by the customer.

We ship all UK orders via insured DHL 2-Day. We offer complimentary 2-day shipping on all UK orders or overnight delivery for £20.

All packages are insured, and all orders over £1,000 will require a signature upon delivery. This is also noted on your order confirmation, which you will receive via email after purchase.

We will send you an email with a tracking number once your order has shipped.

All international orders are fully insured and ship for a $75 fee. All international orders are shipped via DHL. A signature is required upon receipt of your package.

Please locate the country switcher dropdown menu to see which countries we ship to and select accordingly. This will change the currency on our website. Once you are at checkout, you will see local payment methods and calculations for any duties, taxes, and other customs fees.

If you cannot select your home country in the dropdown:

There are some countries which cannot be processed online, including but not limited to Brazil, Indonesia, Mexico, Portugal, Russia, and Switzerland. Client Care can support with purchase for some countries that are not available on our website. These clients will still pay duties and taxes when they receive their jewelry in their home country.

FoundRae is not responsible for any duties or taxes incurred by the country to which we are shipping. All international orders are subject to duties and taxes and will be added to the order total at checkout. Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. Select countries require duties and taxes to be paid upon delivery, and they will be the customer’s responsibility. For full transparency before you order, this will be noted at checkout.

Please note that for sales outside of the United States or the United Kingdom, payment is collected and processed by our international shipping partner, Global-E. You can find Global-E's terms and conditions on their website.

Returns & Exchanges

Returns and exchanges must be initiated within 14 days of receipt of delivery. Once you've notified us, you must send the items back within 14 days. Items must be unworn and in their original packaging as shipped. Initiate a return by filling out our contact form. All return shipments must be insured for the full dollar amount and shipped back via UPS, DHL, or FedEx. We can alternatively provide you with an invoice to purchase a FedEx pre-paid, insured return label for $20. Your preferred payment method will be charged upon receiving your label. We cannot deduct return fees from your refund.

All refunds will be made to the purchaser and issued to the original form of payment, except for cash purchases, which will be refunded by company check. All returns must be accompanied by a sales receipt or packing slip and received unaltered, unworn, and in sellable condition. Some exclusions may apply. Used merchandise will not be accepted for refund or exchange unless defective. 

All custom sales are final; all engraved and customized merchandise sales are final and may not be returned or exchanged.

1. Overview

If you change your mind, you have a legal right to cancel most online and in store purchases within 14 days of receiving the goods (the "cooling-off" period). You then have 14 days after telling us you wish to return the items. Custom sales are final; all engraved and customized merchandise sales are final and may not be returned or exchanged. Items which have been worn cannot be returned or exchanged.

This policy sets out your rights and how we handle returns, refunds, repairs, and replacements.

2. How to return your order

To return your order, please email clientcare@foundrae.com. Please include your name, order number, and reason for return. Once you've notified us, you must send the goods back within 14 days.

Refunds

We will refund you within 14 days of either:

- receiving the returned goods back from you; or

- receiving evidence that you have returned the goods, whichever is earlier.

Refunds will be made using the same payment method you used for the purchase unless it is mutually agreed otherwise.

3. Who Pays Return Postage?

Returns are paid for by the customer. Alternatively, we can provide you with an invoice to purchase a pre-paid, insured returns label for £15.

4. Condition of Returned Items

Please return items in their original condition and packaging where possible. You are only liable for any diminished value resulting from your handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning.

5. Faulty, Not as Described, or Short-Lived Goods

If an item is faulty, not as described, or not of satisfactory quality, you have rights under the Consumer Rights Act 2015. You can:

- reject within 30 days for a full refund; or

- request a repair or replacement; or

- request a price reduction or exercise your final right to reject if the repair or replacement is unsuccessful.

We will cover standard return postage for faulty items.

6. Exemptions to Cancellation Rights

Cancellation rights do not apply to certain items, including bespoke or personalized goods, perishable goods, sealed audio, video, or software products once unsealed, or items that by their nature cannot be returned. We will inform you at the point of sale if an item is exempt.

7. Exchanges and Repairs

If you request an exchange, please contact us at clientcare@foundrae.com.

Repairs and replacements for faulty items will be handled promptly. We will cover any reasonable return postage costs for faulty items.

8. Digital Content

Digital content delivered immediately (e.g. downloads or streaming) may not be cancellable once you have expressly agreed to immediate performance and acknowledged the loss of cancellation rights. We will make this clear before purchase.

9. Contact & Complaints

If you have a complaint, contact our Client Care Team.

Email: clientcare@foundrae.com
Phone United Kingdom: +44 7700 153964
Phone United States & Rest of World: +1-844-731-0808

If we cannot resolve your complaint, you may refer the matter to Trading Standards, Citizens Advice, or an alternative dispute resolution (ADR) scheme, where applicable.

10. Other Legal Rights

These rights do not affect your statutory rights under UK consumer law.

Returns and exchanges must be initiated within 14 days of receipt of delivery. Once you've notified us, you must send the items back within 14 days. In order to return an international order, please use our Returns Portal. All international returns are subject to a $25 return fee. All international returns will be shipped via DHL. To begin your return, please use our Returns Portal. You will need your order number, which can be found at the top of your order confirmation email. Once completed, a return label will be emailed to you. Your preferred payment method will be charged upon receiving your label. We cannot deduct return fees from your refund.

Pack unworn and unaltered item(s) securely in the original packaging. A return label will be provided to you in the return label email from the Returns Portal. Print and secure the return label to the outside of the package. Before sending your return shipment, please remove all extra labels from the outside of the package.

You must use the generated return label provided for the parcel. Any return(s) made without pre-approval and the authorized return label from Client Care will not be accepted. Keep the Return Tracking Number for your package to monitor the delivery status. Please note that the shipping costs paid at the time of the order will not be refunded.

Additional info for international returns can be found in Section 9 of Global-e's Terms & Conditions.