1 Shipping Questions
1.1 How much is shipping in the US?
Shipping rates vary based on the weight of the parcel and distance it will travel from our shipping center to you. The shipping rate for your order will appear at checkout.
USPS Priority Mail shipping on all orders of $50 or more is FREE!
1.2 Do you have an in-store pickup option?
We do not yet have an in-store pickup system in place, but you are welcome to call or visit our store to check for the merchandise you are looking for.
We are polishing the details for in-store pickup and are optimistic that we will begin providing this service in 2019.
1.3 I saw something in the store and can’t find it online.
Due to the significant amount of inventory we have in store and the rate at which we cycle through much of our merchandise, we are not able to list all products found in our brick and mortar store on our online shop.
1.4 What is your return shipping policy?
Please include our completed form along with the merchandise and your original invoice in the return package. Returned merchandise must be mailed within our 30-day return policy period. We are not liable for lost returns. It is the responsibility of the customer to insure the package and to receive and save tracking information. Your return will be processed within 5-7 business days of receiving the package, and you will be notified by email when any refunds are issued.
1.5 Do you ship internationally?
Not yet! We are optimistic that we will be able to extend our shipping reach in the near future, but currently we only ship domestically within the U.S.
However, we can ship to APO/FPO/DPO addresses! Please be aware of USPS restrictions for this type of mail before placing your order.
1.6 Who can I contact with additional questions about my online order?
Please email email@example.com with any additional online order questions. We are here to help between 9 a.m. and 5 p.m. Monday - Friday. *Our store associates will refer you to this email since a different team manages online orders.
2 Return Questions
2.1 What is your return policy?
Please see our full return policy here.
2.2 How do I know if something is returnable?
We do not accept returns on beauty products or sale merchandise; all sales of these products are final. Frances also reserves the right to deny credit if any merchandise returned does not meet our return policy requirements. Please see our full return policy for details.
2.3 Can I return an online order in store?
Yes. Online orders may be returned in store within our 30-day return policy period with original paperwork, packaging and our return form included with the merchandise. We do not offer cash refunds on online orders. Online returns may take up to 7 days to process.
Online orders may also be returned via mail with original paperwork, packaging and our return form included with the merchandise. Customer is responsible for all return shipping costs. Returned merchandise must be mailed within our 30-day return policy period. Please send returns to:
10 W. Camelback Rd.
Phoenix, AZ 85013
2.4 Where can I find your return form?
3 Jewelry Care Questions
3.1 Help! My Frances jewelry broke. What can I do?
Frances takes great pride in providing the best customer service and quality merchandise we can find, and it is always important to us that you are happy with your Frances purchases. Frances guarantees manufacturer defects but does not guarantee ordinary wear and tear or damage caused by improper use or care. Please shoot us an email at firstname.lastname@example.org and we will be in touch to discuss a resolution. We are here to help!
3.2 How should I take care of my jewelry?
Here are some helpful tips to keep your jewelry looking its very best!
To keep your jewelry in the best condition possible, we recommend taking it off when showering, sleeping, swimming, gardening, working out, and playing with babies. Be advised that sunscreen and other skin products may discolor jewelry.
Silver tarnishes quickly when it comes into contact with oxygen or sulfur. The good news is that wearing your jewelry often allows the natural oils in your skin to help prevent tarnish.
When storing your silver jewelry, use an airtight plastic bag. If you can, put in a piece of chalk or a silica gel pack in the bag, too.
The best way to clean tarnished silver is with a jewelry polishing cloth.
You can use a jewelry polishing cloth to give your gold some extra shine and to remove any tarnish. Another option is to mix a small amount of mild dish detergent with warm water in a bowl. Put the jewelry into the bowl and let sit for a few minutes. Use a soft toothbrush (like a baby tooth brush) to gently scrub the jewelry. Remove jewelry from soapy water, rinse, and dry thoroughly with a soft polishing cloth.
Brass may darken with wear, depending on body chemistry. Avoid getting your brass jewelry wet to prevent premature tarnishing. A commercial brass cleaner, like “JAX” or “Brasso”, will help restore your piece to its original shine.
There is little that can be done to prevent fashion jewelry from tarnishing over time. However, the best tip is to avoid getting your fashion jewelry wet, as this will help prevent premature tarnishing. You can also store the jewelry in an airtight plastic bag.
4 Other Questions
4.1 Can I call the store to place an order?
Please give us a call if you don’t see what you’re looking for listed on our website. Our store does get very busy and we may need to return your call at a later time, but we’ll do our best to get you what you’re looking for!
4.2 I have two discount codes. Can I use both?
Only one discount code can be used per transaction. Some discounts may only be applicable in-store or online. Please reach out to the Frances team if you have any questions.
4.3 Can I use a discount code on a gift card purchase?
Gift cards will only be loaded with the amount paid. Therefore, if you use a 20% discount on a $50 gift card purchase, your gift card will only be loaded with $40. Please do not use discount codes on gift card purchases in order to receive the full amount selected.