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 clientcare@foundrae.com with your name and order number.
Payment Methods
+ What payment methods do you offer?We accept all major credit cards. 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 clientcare@foundrae.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 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?
We do! 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?
While your order will not be subject to US or NY taxes, it may be subject to duties and taxes upon arrival at its destination. We recommend checking with your local customs office to get a better sense of what this might cost.
+ Will I have to pay taxes on my Domestic order?
We collect taxes for the following states: WA, VA, TN, SC, PA, OH, NV, NJ, NC, MI, MD, ME, IL, GA, CO, AZ, TX, FL, CA, NY.
+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. We can occasionally rush pieces. 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 clientcare@foundrae.com 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.
Product Inquiries
+ 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 clientcare@foundrae.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.
+ Do you provide appraisals/paperwork for insurance purposes?
At this time we do not offer appraisals, but we’re happy to provide you with a letter of authenticity and/or itemized receipt of purchase. Please feel free to reach out to us at clientcare@foundrae.com with your name and order number and we’ll be in touch with the necessary paperwork.
+ Do you offer cleaning or repairs?
We do! You’re welcome to make an appointment or pop by our store to have your pieces cleaned or repaired during normal business hours. If you’re not local to the NYC area, feel free to reach out to us at clientcare@foundrae.com with your name and original order number, and we’re happy to look into this for you.
Store Questions
+ Where are you located?
The FoundRae flagship store is located on Lispenard Street between Church Street and Broadway. We have also opened our second location in Dallas, TX, at the Conservatory in Highland Park Village.
We are available to accommodate you in-store or by phone Monday-Thursday & Saturday from 10am to 7pm EST and on Friday from 10am to 6pm EST and answer any question that you may have.
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FoundRae Studio & Showroom
52 Lispenard Street
New York, NY 10013
+1 (844)-731-0808
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FoundRae at the Conservatory
4 Highland Park Village
Dallas, TX
972-629-9919
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+ What stores can I purchase FoundRae if I am not in NYC or Dallas?
If you are unable to make it to our flagship store in NYC or our Residency at the Conservatory in Dallas, please check out our stockist page where you can find the nearest location that carries FoundRae.We are also open 24/7 online at www.foundrae.com
Gifting
+ 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. While we don’t offer gift receipts, we do keep a record of every purchase. The recipient will only need your first and last name or order number to exchange.
Custom
+ What is the lead time for custom pieces?
Typically speaking, 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 clientcare@foundrae.com 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 usually add engraving 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 clientcare@foundrae.com with the item(s) you're interested in.
+ Can I adjust the chain length of my necklace or bracelet?
Yes, we can customize the length of almost any necklace or bracelet. Please feel free to reach out to us at clientcare@foundrae.com with your request.
Press & Wholesale Inquiries
+ Who can I contact for a press inquiry?
For all press inquiries, please contact info@kruppgroup.com
+ I want to sell FoundRae at my store, who can I contact?
For all wholesale inquiries, please contact wholesale@foundrae.com
