We ship our items to you via DHL/USPS. If there seems to be a problem with your order being delivered to you or you think it’s lost, DHL and USPS are your first line of contact. Due to COVID 19 both carriers are having tracking and shipping delays. Please feel free to reach out to us with any questions about your order at email@example.com
In the event that USPS, DHL, FedEx or UPS misplaces or loses your order, we are happy to send a replacement—unless your order contained fine jewelry. For all missing fine jewelry orders, we will conduct an investigation with the shipping service to determine if the product can be replaced.
Frasier Sterling has recently experienced a temporary delay in its shipping times due to COVID 19. This issue has been largely resolved, however, customers may still experience delays of up to 14 days beyond the normal times. If you experience a delay please reach out to firstname.lastname@example.org with your order number and we will be happy to provide a $25 gift card for the inconvenience.
Yes. You just need to get in touch with our customer service team and we will happily assist you with correcting your order. However, if you realize once your order has already been shipped to you, we ask that you treat it like an exchange.
Every FS product page lists out the materials used! We suggest checking the product's description first, but if you still have questions feel free to email our customer service team at email@example.com
Need to return or exchange your FS order? We offer our angels returns and exchanges within 30 days of the delivery date, with the exception of our fine jewelry. All FS Fine pieces are final sale! Want more deets? Check out our full policy here
Like our jewels, the return process is pretty dreamy. Just head over to exchanges.frasiersterling.com and enter your order number and zip code. If you have any issues or questions, please email us at firstname.lastname@example.org or chat with us in the lower right-hand corner of our website!
Aw shoot! First off, we’re so sorry angel, but don’t worry! We’re here to help. Just head over to exchanges.frasiersterling.com and enter your order number and zip code. If you have any issues or questions, please email us at email@example.com or chat with us in the lower right-hand corner of our website!
Your refund should be back in your account within 2-4 business days. If you have any issues or questions, please email us at firstname.lastname@example.org or chat with us in the lower right-hand corner of our website!
Custom jewels can be canceled ONLY within 48 hours of placing the order, because they are each handmade and individually personalized! If you placed a custom order over the weekend, the cancellation request must be made on the following Monday. For fine jewelry, no cancellations, returns or exchanges are allowed—thank you in advance for understanding.
For everything else, cancellations are allowed— we are happy to help with an exchange or return once you receive your order!
All of our jewels are made using gold plated brass or zinc so we recommend avoiding anything wet such as water, perfume or lotion. Contact with anything wet may cause discoloration or tarnishing. However, all of our fine jewelry is solid 14k gold, can be worn 24/7 and is safe in water!
Our jewels are made from 14k gold plated brass and zinc. We recommend keeping our pieces away from any liquid or lotion as a rule of thumb. If your piece tarnishes within 30 days feel free to reach out and we are more than happy to send a replacement! Please note that all of our fine jewelry is solid 14k gold and shouldn't tarnish!
Yes, we will happily send you a new item! Please email email@example.com with your order # and a photo of the damaged jewels. This does not apply for our fine jewelry as these items are made to last and should not become damaged.
We have a 30 day replacement policy starting from the day the jewels were delivered. We will replace broken or tarnished pieces. Please email firstname.lastname@example.org with your order # and a photo of the jewelry item that is broken or tarnished. This does not apply to our fine jewelry as these items are made to last and should not need to be replaced.