FAQ
Placing Your Order
We’re happy to modify or cancel your order at any time before your order has been shipped. If you’d like to make a change or cancel your order, please reach out to us at clientcare@foundrae.com with your name and order number.
More information for customer cancellation rights in European Economic Area can be found in Section 8 of Global-e’s Terms & Conditions.
Payment Methods
We accept all major credit cards: American Express, Visa, Mastercard and Discover. We are also partnered with both GPay and Shop Pay to offer you flexibility with payment plans. If you’d prefer to pay via an alternative method, please reach out to us at clientcare@foundrae.com and we’re happy to help.
Shop Pay Rates start from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.
If you finance your purchase with Affirm, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times, your loan payment(s) may be due before you receive your purchase.
All FoundRae gift cards, whether purchased in store or online, are valid on any FoundRae purchase at any of our FoundRae Boutiques or at FoundRae.com. Feel free to reach out to us if you’re experiencing any difficulties, or if would like an invoice for a specific gift card amount not featured on our website.
All FoundRae gift cards are valid on any FoundRae purchase whether purchased in store or online.
Shipping & Delivery
We ship all orders via FedEx, fully insured with a signature required for delivery. We offer complimentary 2-Day shipping on orders over $1,000, or overnight delivery for $30. 2-Day delivery is offered for $20 for all orders under $1,000.
Yes, we ship internationally! We partner with Global-e, a trusted global ECommerce vendor whose solution allows us to provide the best possible user experience to our international customers.
Please select the destination in the country switcher dropdown to see with countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate duties and other custom fees.
All international orders ship for a $75 fee, which includes insurance for your package.
For international orders, you will have the option to pay for taxes and duties either at checkout, or upon receipt of your package. Duties and Taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item in the event it is not already included in the product price. Select countries require duties and taxes to be paid upon delivery and they will be the customers responsibility. For full transparency before you order, this will be noted at checkout.
In stock items typically ship within 1-2 business days. If your item is out of stock, we will reach out to you to confirm the lead time. The typical lead time for custom pieces is about 4-6 weeks. If you’re hoping to have something by a specific date, please reach out to us before placing your order to confirm.
We’re so sorry to hear you’re having trouble with your new piece. We’d love to help you with this. Please reach out to us at clientcare@foundrae.com with your name, order number, and a photo of the faulty or incorrect item.
Returns & Exchanges
Domestic
Returns must be received within 14 days of receipt. Items must be without wear and in original packaging as shipped. Kindly initiate a return by filling out our contact form. All engraved or custom pieces are final sale. Shipping charges will be deducted from any refund credits. All return shipments must be insured for the full dollar amount and shipped back via UPS or Fedex.
International
All international returns are subject to a $25 return fee, which will be deducted from any refund credits. All international returns will be shipped via DHL. To begin your return, please use our Returns Portal. You will need your order number, which can be found at the top of your Order Confirmation email. Once completed, a return label will be emailed to you.
Pack unworn item(s) securely in the original packaging and include the return paperwork provided in the return label email from the Returns Portal. Print and secure the return label to the outside of the package. Before sending your return shipment, please remove all extra labels from the outside of the package
You must use this return label provided on the parcel. Any return(s) made without pre-approval and the authorized return label from Customer Service will not be accepted. Keep the Return Tracking Number for your package to monitor the delivery status.
Additional info for international returns can be found in Section 9 of Global-e's Terms & Contitions
Product Inquiries
We recommend stopping by your local jeweler to have your finger sized, as this is the most accurate way to measure. For bracelet sizing, we recommend measuring your wrist with a soft measuring tape. If you have questions regarding sizing, please reach out to us at clientcare@foundrae.com.
To preserve the beauty of your FoundRae jewelry, we recommend following our Gemstone Care Guide. Our Pieces are designed for everyday wear but should be cleaned regularly. To clean, use a soft brush or cloth, and wash off any residue with warm water and a drop of gentle dish soap. Then, dry thoroughly before storing. Store each piece separately to avoid scratches, especially softer 18K gold. Gold pieces can also be polished by your local jeweler or in store at any FoundRae location
For care instructions for a specific item, please contact clientcare@foundrae.com
At this time we do not offer appraisals. To ensure that you are purchasing authentic merchandise, please visit us at our flagship store or see our stockist page for our authorized retailers.
We do! You’re welcome to make an appointment or stop by one of our stores to have your pieces cleaned or repaired during normal business hours. If you’re not local to the NYC or Dallas area, feel free to reach out to us at clientcare@foundrae.com with your name and original order number.
Yes, we can customize the length of almost any necklace or bracelet. Please contact us at clientcare@foundrae.com with your request.
Store Questions
Visit our stores page to discover our boutique locations, each a destination of its own.
If you need assistance, our Client Care Team is available 7 days a week by phone or email. They are available Monday- Friday from 10am to 7pm EST and on Saturday and Sunday from 10 am to 6 pm EST to answer any question that you may have. You can email us at clientcare@foundrae.com or give us a call at (844)-731-0808.
Please check out our stockist page where you can find the specialty stores and department stores that carry FoundRae Jewelry.
If you are not near a FoundRae location, our Client Care team is available seven days a week to assist you. Connect with us by email at clientcare@foundrae.com, by phone at (844) 731-0808, or book a virtual appointment at your convenience.
Gifting
We’re happy to gift wrap as well as include a personalized note for you! Please make a note at checkout of what you’d like your note to read.
We’re happy to exchange or offer store credit for any gift within 14 days of receipt of delivery. All returns and exchanges must be accompanied by a receipt or order confirmation number.
Custom
Custom pieces have a lead time of about 4-6 weeks. If you need something by a specific date, please feel free to reach out to us, and we’ll try our best to accommodate your request.
The engraving process typically takes about 1-2 days, although the lead times for engraving tend to run a bit longer during the holiday season. We recommend ordering at least one week in advance for engraving, but we can accommodate some rush orders on a case-by-case basis. Please reach out to us at clientcare@foundrae.com to see if we can accommodate your date needed.
Sadly, we’re unable to add additional letters, numbers or symbols once the custom piece has been cast, although we can add engraving on most pieces at a later date.
Yes, we always send artwork prior to special ordering any custom piece before or after your initial order. Please note that we are unable to proceed with the production of your piece until your artwork has been confirmed.
If you want a mockup before you place an order, please contact us at clientcare@foundrae.com with the item(s) you're interested in.
Diamonds
FoundRae’s commitment to diamond quality in our entire collection is of a higher standard because not only do we apply strict ranges on the classic “4cs’ (Cut, Quality, Clarity and Carat) to ensure superior beauty and brilliance but also FoundRae does not compromise quality for size – even the smallest pavé diamonds are cut and graded to the same high standards. By enforcing these 4C standards, FoundRae ensures that every diamond in our entire collection possesses exceptional purity, precision cut, and optimal size for its design. This means that the diamonds are not only objectively rare and high-grade, but also subjectively beautiful – full of sparkle, fire, and the kind of light-play that catches the eye and the heart.
FOUNDRAE 4C STANDARDS:
Carat Weight: The FoundRae collection includes a range of carat weights to suit different preferences, from delicate accent stones to significant feature gems. Regardless of size, each diamond is chosen for outstanding scintillation and presence. Larger feature stones come with individual grading reports, and all stones are proportioned to balance carat weight with brilliance. Clients can be confident that every diamond, whether 0.10ct or 2.00ct, embodies FoundRae’s quality pledge.
Color: Only colorless to near-colorless diamonds (Grades D through J on the GIA scale) are accepted into United in Love. By limiting selections to the “D–J” range,FoundRae ensures each stone appears bright white with no distracting yellow tint. Any borderline color grades are assessed conservatively, with FoundRae defaulting to the higher (more colorless) grade to maintain strict consistency. Furthermore, diamonds with strong or excessive fluorescence (which can cause a milky appearance in daylight) are avoided, ensuring every stone exhibits pure, clear brilliance.
Clarity: FoundRae diamonds are eye-clean and highly pure. The collection features stones in the FL–SI range (Flawless, Internally Flawless, Very Slightly Included or Slightly Included grades), so no material inclusions are visible to the naked eye. In fact, any diamond with noticeable imperfections to the unaided eye is rejected. FoundRae’s grading is uncompromising. The result is diamonds that are exceptionally clean, allowing maximum light to pass unimpeded for superior sparkle.
Cut: FoundRae prioritizes excellent cuts for maximum sparkle. All round brilliant diamonds in the collection are cut to “Triple Excellent” standards (excellent cut grade, polish, and symmetry). This ideal cut standard optimizes how a diamond’s facets capture and return light, yielding extraordinary brilliance and fire. Fancy shapes (ovals, cushions, etc.) are likewise proportioned and faceted for optimal light performance. No shallow or deep stones are used – every diamond is cut not for weight, but for beauty and “life.”
FoundRae ensures that every diamond is ethically and responsibly sourced. The brand upholds a zero-tolerance policy for conflict diamonds, in sourcing only from known, trusted origins participating in the Kimberley Process. All diamonds are 100% natural (never lab-grown or treated) and obtained through suppliers who adhere to Responsible Jewellery Council (RJC) certification and best practices.
This means:
- Conflict-Free Guarantee: FoundRae requires documentation (a “Statement of Warranty”) for each diamond, ensuring its clean origin.
- Responsible Partners: FoundRae works only with diamond cutters and dealers who meet or exceed RJC’s Code of Practices on labor, environmental, and ethical standards. This vigilant supply chain oversight reflects our approach of exercising the greatest vigilance with respect to supply chain, especially regarding diamond purchasing.
By adhering to these high sourcing standards, FoundRae ensures that our diamonds not only shine brilliantly but also represent a commitment to social and environmental responsibility. Every gemstone’s journey from mine to finished jewelry is traced with care, so clients can wear their FoundRae pieces with pride and a clear conscience.
Press & Wholesale Inquiries
For all press inquiries, please contact press@foundrae.com
For all wholesale inquiries, please contact wholesale@foundrae.com