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Customer Care

Orders

How do I check the status of my order?

Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to contact shop@lizziefortunato.com to check on the status of your order.

What should I do if I need to cancel or change my order?

If you need to cancel or change your order, please notify shop@lizziefortunato.com before 3pm EST on the date in which the order was placed. Kindly note that once you receive your final confirmation email with tracking information, we may not be able to change your order.

Do you offer gift wrapping?

Yes! To have your purchase gift-wrapped, check the “This Is A Gift” box when viewing your cart at checkout. A blank field will appear below where you can enter a personalized note for us to include with the gift, if you would like.

I received my order and decided I do not want it (for any reason). What do I do?

We accept returns of all non-final sale product, see “Returns” section for more information.

What if my products are damaged upon arrival?

Oh no! So sorry about this! Please contact us right away at shop@lizziefortunato.com

My package never showed up? What happened? What should I do?

Please contact us at shop@lizziefortunato.com if you do not receive your package after a reasonable period of time. Lizzie Fortunato is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire after your package.

Domestic Shipping

What are your US shipping rates?

All standard US orders are shipped via UPS:

Standard Ground Shipping (US orders > $175) Free
Standard Ground Shipping (US orders < $175) $10
Standard shipping Puerto Rico $25
Second Day PM Shipping (US) $18
Next Day Shipping (US) $40
Same Day Manhattan delivery (for orders placed before 3PM) $15
Same Day Brooklyn delivery (for orders placed before 3PM) $25

How fast do you ship?: All domestic orders will be processed and shipped within 1 – 3 business days of order confirmation, unless otherwise indicated or placed with expedited shipping. We always do our best to get your order shipped as quickly as possible; if your order is a rush please contact us at shop@lizziefortunato.com and we will work to expedite it.

Please note that occasionally, some styles will take a bit longer to produce. We note in each style’s product page the specific timeframe you should expect it to ship.

What does it mean if a product is available for pre-order?

We now offer the option to pre-order select products! Theset styles are in the very beginning stages of production, so they will take about 2 – 4 months until they’re ready to ship. For a more specific timeframe, please refer to an item’s product page.

Do you ship to PO boxes?

Yes! However, please note that UPS does not deliver to P.O. boxes, which means if you need your item delivered to a PO box it will be shipped out via USPS. Please note that this may effect order tracking.

International Shipping

What are your international shipping rates?

Canada $25
Everywhere else $40

Will I need to pay import or duty taxes?

International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs.

When can I expect my international order?

Most all of our orders leave our offices (yes, everything happens in-house) within 1 – 3 business days of order confirmation. Once your international order has shipped, we estimate that you will receive your order within 3 – 8 days of its original ship date. International orders may experience delays caused by customs. These notifications can be accessed through the tracking number provided in your final confirmation email.

Do you ship to international PO boxes?

Please note, DHL does not deliver to P.O. boxes, which means we currently do not ship to international PO boxes. If you entered a P.O. box as your delivery address we will reach out to get an alternative address which could potentially delay your delivery.

Can I expedite my international order?

Right now we do not offer expedited international shipping.

Returns

What is your return policy?

We accept returns on non-final sale items that are shipped back to us in their original condition, unworn and unused, within 15 days of your purchase. Returns meeting these conditions will be issued a full refund (excluding shipping costs) to the original form of payment. Made-to-order items, all sale items, and apothecary products are final sale. Please note that the customer is responsible for all return shipping costs. Returns should be mailed to:

Lizzie Fortunato
Attn: Returns
153 Essex Street, #2B
New York, NY 10002

What if I want to exchange my order?

If your item was purchased at full price and is unworn/unused within 15 days of your purchase, you are eligible to exchange your item for a product of equal or lesser value. If you’re looking to exchange your item, please select the exchange option on your order receipt with your email address included in the package. We’ll send you a discount code for the purchase price that can be redeemed on our website upon receipt. Exchanges should be mailed to:

Lizzie Fortunato
Attn: Exchange
153 Essex Street, #2B
New York, NY 10002

When should I expect my refund?

Refunds are issued within 1 business day of our receipt of the returned product.

Online returns are a pain! Where can I shop Lizzie Fortunato products in person?

Click here for a list of our cross-country stockists.

Can I return sale items? What if the sale item was a gift?:

All sale items are final sale. If you were gifted a sale item and would like to exchange it, please contact us at shop@lizziefortunato.com.

Can I return an item that was purchased during a flash sale or promotion?:

All flash sale or promotional purchases are only eligible for exchange.

What if my sale item arrived damaged?:

Oh no! So sorry about this! Please contact us right away at shop@lizziefortunato.com.

Do you do repairs?:

Lizzie Fortunato will repair items purchased through lizziefortunato.com at no charge for up to 1 year following purchase (under all reasonable circumstances). For purchases older than 1 year, repairs will be subject to a fee assessed on a case-by-case basis. We will always do our best to repair your Lizzie Fortunato piece. Please contact us at shop@lizziefortunato.com with specific repair request to determine whether repair can be accommodated and the associated charge. All associated shipping charges are the responsibility of the customer.

Care

How do I care for my Lizzie Fortunato products?

Lizzie Fortunato accessories are handmade in limited batches by artisanal vendors. As a result, our pieces are truly unique, with stories and variations of their own. To keep your Lizzie piece in tip-top condition, we suggest storing it in the dust bags provided with your shipment; this will keep it dry and will reduce the likelihood of tarnishing. Avoid exposing your jewelry to excessive humidity or sunlight. Our jewelry is made to last but pieces that are handled [without care] via excessive dropping, wear and tear, or improper transport / storage are more likely to show wear and potential damage over time. Please use common sense and care when wearing and storing your Lizzie piece.

How do I clean my Lizzie Fortunato products?

For gold and rhodium-plated metals, please expect some natural tarnishing over time with wear. To reduce the effect of wear, gently wipe jewelry with soft polishing cloth and store in a dry place. Protect jewelry from abrasive surfaces and harsh chemicals and please be mindful of wearing makeup near jewelry or of getting your plated metal piece wet.

How do I care for my Lizzie Fortunato leather goods?

For Lizzie Fortunato embroidered and beaded leather goods, avoid excessive abrasion and wear to protect beading.

Lizzie Fortunato leather goods often feature untreated leathers and suedes. Consider treating with a protective leather spray to prevent color transfer or patina.

My Lizzie Fortunato tassel products are crinkled. What should I do?

Gently steam the tassels with a hand-steamer (or gently with a light iron) and they’ll be good as new!

My posts are bending. Why is this happening? What should I do?

Don’t fret! Our earrings’ posts are sterling silver and as such are slightly malleable, which keeps them from snapping under any applied pressure or weight. Simply bend the post into a comfortable wearing position and you’ll be good to go!

I misplaced my earring backs. What should I do?

Do not worry! We can send you new earring backs. We use “locking” earring backs so they should be very secure but are always happy to send replacements if needed for a $10 fee (to cover S&H). Just email us at shop@lizziefortunato.com and we’ll get your new backs to you immediately!

Miscellaneous

If I need help, who should I contact?

For all customer service questions please email: shop@lizziefortunato.com

What payment methods do you accept?

We accept Visa, Mastercard, American Express, JCB and Discover debit and credit cards. We also accept PayPal, Amazon and Google Pay.

Can I purchase a gift card?

Yes! Gift cards are available for purchase here.

Where can your gift cards be used?

Gift cards can be redeemed on the Lizzie Fortunato website.  

What currency are your prices in?

All prices displayed are in U.S. dollars (USD).

What does final sale mean?

All items marked final sale have been reduced in price and cannot be returned or exchanged.

If I have a press question, who should I contact?

For press inquiries please email: press@lizziefortunato.com

If I am a retailer and want to carry your products, who should I contact?

Happy to hear it! Please contact: wholesale@lizziefortunato.com for all wholesale inquiries.

What is Fortune Finds

Fortune Finds is a curated selection of one-of-a-kind homewares that were hand selected by twin sisters, Lizzie and Kathryn Fortunato, and sold exclusively on the Lizzie Fortunato site. For any and all Fortune Finds questions, please contact: shop@lizziefortunato.com

If I am a homewares vendor and think that my products would work perfectly for Fortune Finds, who should I contact?

For any and all Fortune Finds questions and requests please contact: shop@lizziefortunato.com

Have questions about your order? Need info about shipping or returns? Contact us.

Call Us:

Monday - Friday
10am - 6pm
212-777-1008

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