Frequently Asked Questions

Contacting Us

How do I contact Fortelle?

Please fill out our contact form with further inquiries

How do I contact Customer Care?

You can contact Customer Care Monday to Friday 10am to 5pm ET. Please reach out to Sales@fortellejewelry.com

Shipping

What shipping service do you use?

We offer USPS Domestic shipping on all orders from New York City

How much is shipping and how long does it take?

Shipping methods will be provided at checkout for the customer to select based on duration and pricing preferences.

  • USPS Ground Advantage shipping within the US typically takes 2-5 business days and ranges from $6 - $10
  • USPS Priority Mail shipping within the US typically takes 1-3 business day and ranges from $10 - $20
  • USPS Priority Mail Express shipping within the US typically takes 1-2 business day and ranges from $30 - $60
  • Estimated shipping prices are subject to change based on carrier rates
  • Orders placed before 11:59pm ET Monday through Thursday are typically processed to be shipped out within 1-2 business days of order receipt if in stock.
  • Orders placed on Friday or over the weekend will be processed to be shipped out on the following Monday if in stock.
  • We do not ship on the weekends or on Company-observed US holidays.

Do you ship Internationally?

Unfortunately, we currently do not offer international shipping. Stay tuned for future updates!

Do you ship to PO Boxes?

Yes, we utilize USPS as our primary shipping service and it does ship to PO Boxes

What happens if my package is lost or stolen?

Shipping insurance protects your shipments against loss, theft, or damage. Up to $200 of shipping insurance is automatically included, however, USPS First Class Mail does not include shipping insurance.

Important: Fortelle Jewelry is not responsible for any lost, stolen or damaged packages by the courier and does not send replacements.

What if I need to change my address?

If you have entered an invalid address, we will email you for confirmation.

If you need to change your shipping address, please email sales@fortellejewelry.com within the FIRST 4 HOURS of placing your order. If you have entered the wrong address, and do not email us within the FIRST 4 HOURS of placing your order, Fortelle Jewelry is NOT RESPONSIBLE for your lost package.

Returns & Exchanges

How do I return or exchange my order?

All jewelry pieces and accessories are FINAL SALE at this moment. If you have a defect or problem with your piece, please contact us at sales@fortellejewelry.com and we will happily resolve your issue. Customer satisfaction is a top priority and at the same time, we are still a small business. Returns will be available in the future.

How do I cancel or update my order?

Please email sales@fortellejewelry.com with your order number within 4 hours of placing your order with any updates

Warranty and Jewelry Care

Is my jewelry waterproof?

To ensure that the color of the plating does not fade overtime, we recommend removing your jewelry when showering, washing hands, and in chlorine as much as possible. This is because of fragrances found in soaps and salts/chemicals found in chlorine.

You can find more information on your jewelry care guide that is received with any purchase.

Does my jewelry have warranty?

Because we provide you with our jewelry care guide, there is no warranty on our premade pieces as we are upfront about the materials and care!

For long-lasting jewelry, please follow the recommended care guide!

How should I care for my jewelry?

For all Fortelle Jewelry pieces, we suggest you avoid contact with liquids and salts which includes: Soaps, lotions, perfume, sunscreen, and excessive sweating to ensure it's longevity.

For long-lasting jewelry, please follow the recommended care guide!

Discounts

Can I use more than one discount code?

Only one discount code can be used per order and cannot be combined with other promotions.