Orders

Contact us to check the status of your order


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 3 pm 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 “Add Gift Wrap for $2.00” box when viewing your cart at checkout.

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! We're so sorry about this! Please initiate a repair at our Returns/Repairs Portal

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. 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.

What if what I ordered looks different than the product photo?

Lizzie Fortunato products are handcrafted of the finest materials by skilled artisans in NYC. Any inconsistencies in the components are natural characteristics of the materials and should not be considered defects.

Do you offer gift notes?

Yes! To add a gift note to your purchase, check the “Add Gift Note” box when viewing your cart at checkout. A box will appear where you can add a note for us to send along.

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 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.

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.

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.

Care for my Lizzie Fortunato 14k Fine pieces?

Lizzie Fortunato product is individually crafted and may vary slightly. The precious and semiprecious stones are natural and therefore will not be identical. Remove when bathing, swimming, sleeping, or exercising. Avoid contact with perfumes, lotions, and makeup. Gently clean 14k gold and semiprecious stones with warm water and a few drops of mild soap. Use a soft toothbrush to remove any buildup around stones. Dry thoroughly with a cotton cloth. Do not use water or cleaning agents on turquoise or coral jewelry. Use a soft, dry cloth to clean. Store your jewelry in a safe, dry place. Wrap pieces individually to avoid scratches. Avoid storing pearls in plastic, which causes pearls to yellow over time.

Care for my Lizzie Fortunato Zodiac Charms?

The mother-of-pearl used in Lizzie Fortunato product has a beautiful luster that may be dulled by exposure to soap, chemicals, or lotions. Allow fragrances and cosmetics to dry completely before wearing your mother-of-pearl pieces. Remove when bathing, swimming, sleeping, or exercising. Avoid exposure to water, humidity, or high temperatures, including excessive sun exposure. Mother-of-pearl can be gently cleaned with a soft cloth as needed. Mother-of-pearl is a naturally soft material, making it prone to small surface scratches. Protect it by wrapping your pieces individually and storing in a safe, dry place. Avoid storing pearl pieces in plastic, which causes pearls to yellow over time.

Care for my Lizzie Fortunato Turquoise Products?

The turquoise in Lizzie Fortunato product is natural (it is not dyed or enhanced) and predominantly comes from American and Mexican mines. Turquoise is very porous. Avoid contact with heat, lotions, and cosmetics, which can cause surface discoloration. Gently clean with a soft, cotton cloth. Do not use cleaning agents or ultrasonic cleaners. The natural oils in your skin will cause unstabilized turquoise to turn slightly green over time - a sign of lots of good wear! Store your jewelry in a safe, dry place. Wrap turquoise pieces individually to prevent scratches.

What do I do if my...

Tassel products are crinkled?

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

Posts are bending?

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!


Domestic
Shipping

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

Sometimes we offer the option to pre-order select products! These 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.

My order never showed up? What should I do?

We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at shop@lizziefortunato.com as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf. Lizzie Fortunato is not responsible for missing packages that are marked as delivered by the carrier. For added security, we highly recommend that you select a shipping method that requires signature upon delivery.


Standard Shipping (US orders > $300) *excludes oversized Fortune Finds
  =  
Free

Standard Shipping (US orders < $300 before tax)
  =  
$10

Standard Shipping Puerto Rico
  =  
$25

Second-Day Shipping (US) (Direct Signature Required)
  =  
$20

Next-Day Shipping (US) (Direct Signature Required)
  =  
$45

International
Shipping

Will I need to pay import or duty taxes?

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

What if I placed a large order that contains preorder pieces and regular (non-preorder) pieces? Will I have to pay customs twice?

In order to avoid multiple customs charges, international orders that combine preorder pieces and regular (non-preorder) pieces will ship together when all pieces are ready. If you would like us to ship your pieces as they are ready, in multiple shipments, please email us at shop@lizziefortunato.com.

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 the package 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?

Right now we do not ship to international PO boxes.

My order never showed up? What should I do?

We are not responsible for packages that are lost or damaged in transit or missing packages that are marked as delivered by the shipping carrier. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at shop@lizziefortunato.com or call us at 718.290.5373 as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.


Canada
  =  
$25

Everywhere else
  =  
$45

Returns & Repairs

What is your return policy?

All made-to-order pieces, apothecary products, and select sale items are final sale and are not eligible for return. All items purchased during promotions and one-of-a-kind items are available to return for store credit only. We accept returns on all full-priced, non-apothecary products in their original condition, unworn and unused, within 15 days of receipt. Returns meeting these conditions will be issued a full refund (excluding shipping costs) to the original form of payment. Please note that the customer is responsible for all return shipping costs. Please note we do not currently provide shipping labels for international returns. If you would like to make a return, please visit our Returns/Repairs Portal

What if I want to exchange my order?

If your item was purchased at full price and is unworn/unused within 15 days of receipt, you are eligible to return your item for store credit to use towards an exchange. If you’d like to make a return for store credit, please visit our Returns/Repairs Portal to begin your return and select the exchange option when prompted. We’ll send you store credit that can be redeemed on our website upon receipt.

When should I expect my refund?

Returns and refunds are processed up to 3-5 business days after your return arrives in our office.

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

Please note that some sale items are marked as final sale. If you were gifted a final sale item and would like to exchange it, please initiate a return for store credit at our Returns/Repairs Portal

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

All flash sale or promotional purchases are only eligible for store credit, unless marked as final sale.

What if my sale item arrived damaged?

Oh no! We're so sorry about this! If the condition of your sale item does not match its description, then please submit a report at our Returns/Repairs Portal and we will assist you as soon as possible.

Do you provide repairs?

Lizzie Fortunato will repair items purchased through lizziefortunato.com at no charge for up to 2 years following purchase (under all reasonable circumstances). For purchases older than 2 years, 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 visit our Returns/Repairs Portal to initiate a specific repair request to determine whether a repair can be accommodated and the associated charge. All associated shipping charges are the responsibility of the customer.


Miscellaneous

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.

What are 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 or call us at 718.290.5373.

Where can I shop Lizzie Fortunato products in person?

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


Who should I contact if I...

Have a press question?

For press inquiries please email: press@lizziefortunato.com

Am a retailer and want to carry your products?

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

Am a homewares vendor and think my products would work perfectly?

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.
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