Customer Care
Returns

Policy

– Merchandise must be returned within 30 days.

– Merchandise must not be worn, altered or washed.

– Merchandise must have all tags attached and be in original packaging.

– Frances Valentine shoes must include the original shoe box in its original condition, without postal labels. Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.

– Items marked as final sale are not eligible for exchange or return

– Please note: Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return. Final sale items may not be returned.

Free Prepaid Returns

For your convenience, a prepaid shipping label is included in all orders. To qualify for free return shipping, your return must arrive at Frances Valentine within 15 days of the date you received it. Please allow 7 days transit time.

1. Securely repackage your merchandise. Cover or remove any original mailing address label or carrier barcodes from the package. {NOTE: Please do not use your FV shoe box as your shipping box.}

2. Affix the prepaid shipping label included with your order to your package.

3. Enclose the the original packing slip with the item. Be sure to keep a copy of the packing slip for your records.

4. Drop off your package at a UPS center OR visit UPS Pickup Scheduler to arrange for a free pickup.

5. Please keep the top portion of the label for your records and tracking.

6. You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product.

Please note: Packages received at Frances Valentine after 15 days will incur a $10 fee, which will be charged at the time of your return.

Restrictions

– Please note that all items marked final sale are not eligible for exchange or return

– To avoid damages, we recommend trying on footwear in carpeted areas. Merchandise must not be worn, altered, or washed.

– All footwear must be received in its shoe box, in its original condition with all tags attached. Shoe box fees are charged in the amount of $5 when footwear is returned in a damaged shoe box, or without the original shoe box.

– Please note: Original shipping charges are not refundable.

– Sale merchandise is excluded from receiving price adjustments.

Gift Returns & Restrictions

– Merchandise received as a gift that was purchased on francesvalentine.com may be returned for a full refund on the original form of payment.

– You may also exchange merchandise for a Credit on francesvalentine.com.

  • Please note that Gift Wrap is non refundable

 

– If you do not have a packing slip, please contact Customer Care or at 1 800 TRULY FV between 10 AM – 6 PM ET Monday – Friday.

Shipping Errors & Damaged Product

– In the event that we process an order incorrectly or you receive a damaged or defective item, we will gladly replace that item or accept it for a full refund at our expense, please contact us by selecting request return/exchange within the available dropdown menu.

Frances Valentine Items Purchased at Other Retailers

– Items purchased at department stores, boutiques or any other store selling Frances Valentine merchandise cannot be returned to francesvalentine.com.

Need A Different Size / Color

Please contact us by selecting request return/exchange within the available dropdown menu, if you would like and different size or color.

With our Prepaid shipping labels, you’ll get the right size or color fastest if you simply place a second order. Once you receive your return, we’ll credit your account.

– You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. Your refund will include the cost of the item plus any applicable sales tax.

Handbags

Frances Valentine offers a one year warranty for any manufacturing defects within this time frame. Please contact us at help@francesvalentine.com by email at and within your note to us, please include:

– The style number (can be found on the white tag inside the product)

– Photos of the item that clearly outline the problem (note: this can’t be sent via the contact us form)

– A copy of proof of purchase (original receipt, packing slip, or credit card statement)

Shoes

If your recent footwear purchase has a manufacturing defect in materials or workmanship, please contact us at help@francesvalentine.com and we will be happy to assist you. Please have your original proof of purchase when you call, email or stop by. We are unable to repair damage caused by regular wear and tear.

Have a question?

Find the answers within our easy to peruse directory, or give us a ring. If for some reason we miss you, we'll get back to you as soon as we possibly can!

customer care

help@francesvalentine.com

Monday - Friday 10am - 6pm ET
1 800 TRULY FV

Contact us