Shipping Information

Where Is My Order? (US)
We work hard to ensure all orders are shipped out quickly so you can start looking fabulous in your new FG clothes, and we want all our orders to arrive on time. If you want to find your order you can use the tracking information sent to you via e-mail. If this information is unhelpful please see the FAQs on our shipping process below.

When will my order ship?
  
Orders placed Monday - Friday by 1:00PM PST will ship out same day. Orders placed after 1:00PM PST will ship out the following business day. We do not ship Saturday or Sunday, and orders placed late Friday afternoon or early evening will not ship out until Monday morning. 

Where is my order being shipped from? We ship everything from Los Angeles, California.

When will I get my order? Orders typically take 2-4 business days to arrive once they have shipped out. For example: If you placed your order on Tuesday evening at 7:00PM, it will ship out Wednesday morning, and arrive by Friday or Monday the following week depending on your location.

What mail service do you use? We ship all orders via USPS either First Class Package or Priority Mail depending on the size of the shipment.

Can I request express or overnight shipping? We do not offer express or overnight shipping at this time and we do not guarantee expedited shipping, however if you want to get your item(s) quickly you can call us when/after you place your order to request your package be given priority when being sent. Please keep in mind we cannot guarantee a delivery date, but we will do everything we can to make sure your order is fulfilled right away.

I got an email saying my package was delivered but it isn't here, where's my package? If you received a notification email of delivery then USPS has scanned your package as "Delivered". They could have placed your order on your front porch, left it with another member of your household, or placed it in your mailbox (some of our packages are small enough to fit into an average sized mailbox). Sometimes packages get left in odd places, or with a neighbor by mistake. If your package is not in any of the above locations, please wait up to 24 hours for delivery as sometimes mail carriers may mark an item as delivered as it is on their route and they will be delivering the package within 1 business day. 

My package is missing, what do I do? If none of the above is applicable and your package is still missing please contact us and let us know. You can also use your tracking number to file a claim with USPS to have them attempt to locate your missing package for you. Once the package has left our facility it is in the hands of USPS and we have no more information than you do for tracking or retrieving it. Sometimes packages just get lost. Either they get mismarked, delivered to the wrong place, stolen, or dropped out of sight and out of mind. We will replace an order on a lost package however we want to ensure before we send a replacement that the package is indeed lost and not simply late, therefore replacement packages may take up to 7 business days to ship. If an item in your order is unable to be replaced we will refund you fully for the item. 

I'm not in the US, when will I receive my package? International orders are shipped the same as all of our orders, and once they leave our facility USPS monitors and tracks the movement of the shipment. They typically take 6-10 business days to arrive, however this process can be significantly delayed depending on the customs department of your country. Each country has different customs and rules for international shipments, and once an item has arrived there the tracking information stops until its final delivery. If your order was delivered to customs and has not moved for several days it is likely at the customs office. We cannot retrieve an item from customs and will have to wait until they send the package through to your local post office.

I am being charged a fee from customs, why is this? Depending on your country your customs department may choose to charge a fee for international items received. This fee varies from country to country and is the responsibility of the consumer to pay if they wish to have their item. Otherwise they can refuse the package and it will be returned to sender and refunded back to the customer once received by us. 

I need an exchange/replacement item, how do I avoid shipping fees or customs fees as an international customer? Unfortunately we cannot control the customs fees of your country and are not responsible for said fees as they fall on the consumer. We will ship a free replacement or exchange of an item to you, no charge on shipping, however you are responsible for the return shipping costs of the item as we are unable to make return shipping labels on international orders.

At the end of the day we want you to be completely satisfied with your shopping experience. Our shipping team works hard to ensure each package is wrapped beautifully and sent out speedily. If you have any issues with your order we're all here to work with you to resolve things smoothly so you can enjoy your clothes. We are a USA company, woman run and owned, and we appreciate the amazing customers who support our owner-operated business. If you'd like to speak to us directly please contact our Shipping & Customer Service team:
424-344-1158
or 
help@frannegolde.com