Placing Your Order
+ Can I make change or cancel an order I just placed?
We’re happy to modify or cancel your order at any time before your order has been shipped. If you’d like to make a change or cancel your order, please reach out to us at firstname.lastname@example.org with your name and order number.
More information for customer cancellation rights in European Economic Area can be found in Section 8 of Global-e’s Terms & Conditions
+ What payment methods do you offer?
We accept all major credit cards: American Express, Visa, Mastercard and Discover. We are also partnered with both GPay, Klarna and ShopPay to offer you flexibility with payment plans. If you’d prefer to pay via an alternative method, please reach out to us at email@example.com and we’re happy to help.
+ Can I purchase a gift card?
All FoundRae gift cards, whether purchased in store or online, are valid on any FoundRae purchase. Feel free to reach out to us if you’re experiencing any difficulties, or if would like an invoice for a specific gift card amount not featured on our website.
+ Can I redeem a virtual gift card in store?
All FoundRae gift cards are valid on any FoundRae purchase whether purchased in store or online.
Shipping & Delivery
+ What carrier does FoundRae use for domestic shipping?
We ship all orders via FedEx, fully insured with a signature required for delivery. We offer complimentary 2-Day shipping on orders over $1,000, or overnight delivery for $30. 2-Day delivery is offered for $20 for all orders under $1,000.
+ Do you ship internationally?
Yes, we ship internationally! We partner with Global-e, a trusted global ECommerce vendor whose solution allows us to provide the best possible user experience to our international customers.
Please select the destination in the country switcher dropdown to see with countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate duties and other custom fees.
All international orders ship for a $75 fee, which includes insurance for your package.
+ Will I have to pay import Duties & Taxes if I am ordering internationally?
For international orders, you will have the option to pay for taxes and duties either at checkout, or upon receipt of your package. Duties and Taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item in the event it is not already included in the product price. Select countries require duties and taxes to be paid upon delivery and they will be the customers responsibility. For full transparency before you order, this will be noted at checkout.
+ How long before my order is shipped out?
In stock items typically ship within 1-2 business days. If your item is out of stock, we will reach out to you to confirm the lead time. The typical lead time for custom pieces is about 4-6 weeks. If you’re hoping to have something by a specific date, please reach out to us before placing your order to confirm.
+ I’ve received a faulty or incorrect item with my order. What can I do?
We’re so sorry to hear you’re having trouble with your new piece. We’d love to help you with this. Please reach out to us at firstname.lastname@example.org with your name, order number, and a photo of the faulty or incorrect item.
Returns & Exchanges
+ What is your return policy?
Returns must be received within 14 days of receipt. Items must be without wear and in original packaging as shipped. Kindly initiate a return by filling out our contact form. All engraved or custom pieces are final sale. Shipping charges will be deducted from any refund credits. All return shipments must be insured for the full dollar amount and shipped back via UPS or Fedex.International
All international returns are subject to a $25 return fee, which will be deducted from any refund credits. 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.
Pack unworn item(s) securely in the original packaging and include the return paperwork provided 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 this return label provided on the parcel. Any return(s) made without pre-approval and the authorized return label from Customer Service will not be accepted. Keep the Return Tracking Number for your package to monitor the delivery status.
Additional info for international returns can be found in Section 9 of Global-e's Terms & Contitions
+ How can I determine my ring or bracelet size?
We recommend stopping by your local jeweler to have your finger sized, as this is the most accurate way to measure. For bracelet sizing, we recommend measuring your wrist with a soft measuring tape. If you have questions regarding sizing, please reach out to us at email@example.com.
+ How do I care for my pieces?
All our jewelry is made from 18k gold, and is perfectly suitable for everyday wear, including showering. We do not recommend wearing any of your jewelry in a chlorinated pool, as chlorine is corrosive to all metals and stones. Please note that pieces with opals and pearls should avoid contact with perfumes, lotions, and water as these will cause them to discolor and potentially crack.
For care instructions for a specific item, please contact firstname.lastname@example.org
+ Do you provide appraisals/paperwork for insurance purposes?
At this time we do not offer appraisals. To ensure that you are purchasing authentic merchandise, please visit us at our flagship store or see our stockist
page for our authorized retailers.
+ Do you offer cleaning or repairs?
We do! You’re welcome to make an appointment or stop by one of our stores to have your pieces cleaned or repaired during normal business hours. If you’re not local to the NYC or Dallas area, feel free to reach out to us at email@example.com with your name and original order number.
+ Can I adjust the chain length of my necklace or bracelet?
Yes, we can customize the length of almost any necklace or bracelet. Please contact us at firstname.lastname@example.org with your request.
+ Where are FoundRae's Retail Locations?
The FoundRae flagship store is located at 52 Lispenard Street between Church Street and Broadway. We have also opened our second location in Dallas, Texas – FoundRae in Residency at The Conservatory in Highland Park Village.
Our New York City Flagship Store is open Monday through Friday from 11am to 7pm, Saturday from 12 to 6pm and on Sundays from 12 to 5pm EST.
Our FoundRae in Residency at The Conservatory is open Monday through Saturday from 10am to 6pm CST.
Our Client Care Team is available to assist you 7 days a week by phone or email. They are available Monday- Friday from 10am to 7pm and on Saturday and Sunday from 10 am to 6 pm EST to answer any question that you may have. You can email us at email@example.com or give us a call at (844)-731-0808.
We are also open 24/7 online at www.foundrae.com
FoundRae Studio & Showroom
52 Lispenard Street
New York, NY 10013
FoundRae at the Conservatory
4 Highland Park Village
+ What stores can I purchase FoundRae if I am not in NYC or Dallas?
Please check out our stockist
page where you can find the specialty stores and department stores that carry FoundRae Jewelry.
+ Do you offer gift wrapping and gift messaging?
We’re happy to gift wrap as well as include a personalized note for you! Please make a note at checkout of what you’d like your note to read.
+ Do you offer gift receipts or gift exchanges?
We’re happy to exchange or offer store credit for any gift within 14 days of receipt of delivery. All returns and exchanges must be accompanied by a receipt or order confirmation number.
+ What is the lead time for custom pieces?
Custom pieces have a lead time of about 4-6 weeks. If you need something by a specific date, please feel free to reach out to us, and we’ll try our best to accommodate your request.
+ What is the lead time for engraving?
The engraving process typically takes about 1-2 days, although the lead times for engraving tend to run a bit longer during the holiday season. We recommend ordering at least one week in advance for engraving, but we can accommodate some rush orders on a case-by-case basis. Please reach out to us at firstname.lastname@example.org to see if we can accommodate your date needed.
+ Can I add to my existing custom pieces?
Sadly, we’re unable to add additional letters, numbers or symbols once the custom piece has been cast, although we can add engraving on most pieces at a later date.
+ Can I get a mockup of my custom piece before it is made or before I purchase?
Yes, we always send artwork prior to special ordering any custom piece before or after your initial order. Please note that we are unable to proceed with the production of your piece until your artwork has been confirmed.
If you want a mockup before you place an order, please contact us at email@example.com with the item(s) you're interested in.
Press & Wholesale Inquiries
+ Who can I contact for a press inquiry?
For all press inquiries, please contact firstname.lastname@example.org
+ I want to sell FoundRae at my store, who can I contact?
For all wholesale inquiries, please contact email@example.com