Frequently Asked Questions


What are my shipping options?+-

We offer the following shipping methods here at Frances Valentine:

  • FedEx Ground Shipping: $8. Sign up for FVIP Rewards for free ground shipping on all orders!
  • FedEx 2 Day Shipping: $25 Business Day Delivery Only
  • FedEx Overnight Shipping: $35 Business Day Delivery Only
  • Shipping to Alaska and Hawaii - Standard Fedex $25
  • International Shipping: $40 (No Returns or Exchanges on International Orders)
  • Shipping Rules & Restrictions+-

  • If an order is placed on Saturday or Sunday it will begin to process the following Monday
  • Orders placed after 12 PM EST will begin to process the next business day.
  • Orders shipping to Alaska, Hawaii or Puerto Rico are only available for Standard Shipping and arrive within the time frame listed.
  • We are unable to ship orders to PO Box address(es) and Military APO FPO address(es).
  • Shipping charges are non-refundable.
  • International orders do not qualify for free standard ground shipping.
  • International orders cannot be returned or exchanged.
  • We calculate Duty and Tax at checkout and you prepay this when you checkout. We offer this service so there are no duty or tax surprise bills when you receive your items!
  • No changes can be made to your shipping method after your order has been placed.
  • Where do orders ship from?+-

  • Order ship from our warehouse located in Middletown, PA.
  • When will my order ship?+-

    Orders placed after 12 pm EST will begin to process the next business day. Orders placed over the weekend will ship the following Monday.

    Can I change my shipping method once my order is placed?+-

    No changes can be made to the shipping method after your order has been placed.


    What is your return policy?+-

  • We offer returns and exchanges within 30 days of purchase. Exchanges are always free. Returns cost $10 for shipping and restocking. Please use the Frances Valentine shipping label to ensure you are refunded promptly.
  • Returning and exchanging is easy! Use this link to get started
  • Merchandise can be returned or exchanged within 30 days of purchase.
  • Merchandise must not be worn, washed, or altered. We will not issue refunds on items that are not in new condition.
  • Merchandise must have all tags attached and be in original packaging.
  • Frances Valentine shoes must include the original shoe box in its original condition: restocking fees are charged when footwear is returned in a damaged shoe box or without original shoe box.
  • Frances Valentine will offer a one-time price adjustment within 14 days of the order date: please contact Frances Valentine Customer Care online or at 1-800-878-5938.
  • International orders are not eligible for return or exchange.
  • Please allow 10-14 days from the time your return is delivered to receive your refund depending on financial institutions.
  • What are your return policy restrictions?+-

  • To avoid damages, we recommend trying footwear on in carpeted areas.
  • Items purchased at department stores, boutiques, or any other retailers carrying Frances Valentine merchandise cannot be returned to
  • Items marked as Final Sale are not eligible for exchange or return.
  • Items purchased during Sample Sale are Final Sale and cannot be returned or exchanged.
  • What is your returns process?+-

    Begin your return here.

    Can I exchange an item?+-

  • Yes, we do offer exchanges: you may begin your exchange, here.
  • Please note Final Sale items are not eligible for exchange.
  • If you would like your exchange to begin processing at submission, please select instant exchange. A $1 hold will be placed on your credit card. If the exchange order is not returned within 14 days your credit card will be charged for the full item total.
  • International Orders+-

    International Orders are not eligible for return or exchange.

    My Account

    How can I create an account with Frances Valentine?+-

    New accounts can be created during the checkout process or by clicking "Sign In" or click here

    What are the benefits of having an account?+-

  • Faster Checkout: Securely save your addresses and billing information.
  • Order History: Receive important information regarding your purchase, and track your order up to the moment it arrives. You may also view or print the details of all your past orders.
  • News and Exclusive Offers: Sign up to receive email updates on new product announcements, gift ideas, special promotions, private sales, and more!
  • I forgot my password+-

  • Click "Log In" and then click "Forgot Password"
  • Enter your email address and a link will be sent to change your password.
  • Placing An Order

    What are my payment options?+-

    We accept the following forms of payment on

  • Visa
  • MasterCard
  • American Express
  • Discover
  • PayPal: PayPal customer service representatives are available to assist you at 1-888-221-1161
  • Will I be charged Sales Tax?+-

  • To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being delivered.
  • At checkout, all appropriate taxes will be added to the order total. Sales tax will be added to orders shipping to the following states: NY, PA, FL, CA, CT, IL, MA, MD, OH, TX, VA, GA, IN, KY, MI, MN, NJ, NC, OH, WA, and WI.
  • Discounts and promotions+-

  • If you have been provided with a promo code for, you will have a couple of options to enter it while checking out.
  • Promo codes can be redeemed in the Shopping Bag page and the Payment Page within the checkout process.
  • Please enter the code and click APPLY. If your promotional code applies, it will be displayed in your shopping bag and in your order summary page.
  • Only one promo code can be applied per order and cannot be combined with rewards points.
  • Frances Valentine will offer a one-time price adjustment within 14 days of the order date: please contact Frances Valentine Customer Care online or at 1-800-878-5938.
  • Are there exclusions on discounts and promotions?+-

  • Please note that first order promo code is not valid on previous purchases.
  • Only one promo code may be applied per order. You cannot combine rewards points and promo codes.
  • Do you offer gift wrap?+-

  • Whether you are purchasing for yourself or as a gift, we offer free gift wrap at Frances Valentine, please select at checkout! If you don't need your order gift wrapped, please select minimal packaging. Treat yourself or a friend.

    What is FVIP REWARDS?+-

    The FVIP Program is our free rewards program that lets you earn points on all your merchandise purchases and redeem those points for rewards. If you have ever made a purchase at Frances Valentine, you are considered a FVIP member and have already accumulated points towards your first reward! However, if you did not sign up for this program, you will need to click here to create an account, claim your points and receive insider information! To view the full program tiers and all benefits that come along with them – visit our loyalty page for all details.

    How are points calculated & redeemed?+-

    Starting May 2nd 2022, every 500 points accumulated will translate to a $10 credit. You will be able to redeem as many credits as you have accumulated. All you need to do is sign into your account and apply the points you desire. You are not required to use them all at once if you do not want to. Please note promo codes and points cannot be used at the same time.
    Silver, Gold and Platinum members will earn 1 point for every dollar spent. Throughout the year we will have events exclusive to loyalty members where we will offer point multipliers for limited periods of time, depending on your tier. But don’t worry, we will always alert you when these events are taking place!
    To achieve FVIP Gold status, spend $500 in a calendar year online or in-store.
    To achieve FVIP Platinum status, spend $1000+ in a calendar year online or in-store – which won’t be hard to do - have you seen our latest collection?

    Will my previous purchases count toward my reward status?+-

    Yes, your past purchases (prior to January 2020) will put you into the tier that applies to your level of spending. Purchases prior to January 2020 will not earn points. You can start earning points on purchases January 2020. Just be sure to checkout with your account email and login, not as a guest.

    Can I earn points on my in-store purchases?+-

    Yes, you can earn FVIP rewards points when you shop in-store & online. Visit our store locator to find a store near you and be sure to use your email address associated with your online account. If you do not have one you can create one with the store manager.

    Can I transfer or merge points between two accounts?+-

    No, you cannot transfer or merge points in two accounts. It is best to use the same email and password for all orders in order to take full advantage of the program.

    When will I receive my points? Do points expire?+-

    Points are added to your account once your entire order has shipped and is marked as fulfilled.
    Your reward points do not expire and you can redeem them at any time!
    Any points used on returned or canceled orders will be added back to your rewards account.
    Please note you will not receive birthday points if your birthday is not added to your account or is added after your birthday has passed. If you have questions please contact customer service!

    Contact Us

    How can I contact you regarding an issue with my order?+-

  • Frances Valentine Customer Care is open Monday through Friday 9:30AM-5:30PM ET and can be reached at 1-800-878-5938
  • Inquiries may also be sent to
  • Customer Service will be closed during certain holidays and may take a bit longer to respond during these time periods.

    Who do I contact for information on wholesale?+-

  • Please email Demi Ferraris at for any wholesale inquiries.
  • How do I contact your press/PR department?+-

  • Please email for any inquiries you have.
  • Pre-Orders

    When am I charged for a preorder item?+-

    In order to reserve the item for you we charge your payment method when you place the order. We will ship according to the shipping dates noted on the item.

    Product Care and Warranty

    What is your warranty policy?+-

    Frances Valentine offers a one-year warranty for any manufacturing defects within this time frame. Please contact us at and include:

  • Product style number
  • Photos of the item that clearly outline the problem
  • A copy of proof of purchase
  • We are unable to repair damage caused by regular wear and tear. In the event 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.

    Leather & Patent Leather Care+-

  • Wipe gently with a damp cloth.
  • If necessary, you may use a mild detergent after testing first in an inconspicuous area.
  • You may also try to use a leather cleaner, but please test first as well.
  • Buff lightly with a soft cloth when dry.
  • Patent leathers should be kept away from other patent leathers, plastics and other leathers as color transference may occur.
  • Please store using tissue paper to cover the body of the bag and protect it from contact with straps and handles for prolonged periods of time.
  • For resistant stains, please send to a professional cleaner.
  • Do not use any household cleaners on this leather.
  • Suede Care+-

  • Use a soft bristled suede brush or block to remove dried soil.
  • For resistant stains, please send to a professional cleaner.
  • Please be very careful in wet conditions, such as rain, snow and/or humidity. Colors may transfer onto lighter color fabric.
  • Shoe trees are highly recommended for storage.
  • Fabric Care+-

  • Wipe gently with a damp cloth.
  • If necessary, you may use a mild detergent after testing first in an inconspicuous area.
  • Buff lightly with a soft cloth when dry.
  • Basket Care+-

  • To preserve the color please store away from sun in dust bag when not in use.
  • For our Honeypot style, we recommend stuffing the bag with paper when not in use to help maintain shape and keep out moisture.
  • Use a small amount of water to spot clean as required.
  • Do not use chemical cleaners as this may stain the straw and cause discoloration.
  • Jewelry Care+-

  • To take care of plated jewelry avoid getting the jewelry wet with water, soap, perfume, lotion and other chemicals. If the jewelry does get wet, wipe it immediately with a soft cloth
  • Avoid getting the jewelry wet with sweat and remove the jewelry when you are going to engage in strenuous physical activity
  • Remove jewelry when sleeping to reduce contact with bare skin
  • Store jewelry in a dry place and store the plated jewelry separate from other plated jewelry
  • Promo Code Exclusions

    What are the Exclusions from promo code discounts?+-

    Only one promo code can be used at a time. FVIP Rewards Points cannot be used with Promo Codes. Welcome discount codes are applicable to all items.

    Can I apply a promo code to a sample sale item?+-

    All items included in a sample sale are final sale items and are not eligible for first order discounts or any other promo codes.

    15% Welcome Discount+-

    To receive our welcome discount you must subscribe to both our email and SMS marketing. Please note, the discount is not automatically applied to your order after signing up. Please wait to receive the code we will send to you and apply when checking out. The welcome discount cannot be applied after the purchase has been complete.

    Sample Sale

    Are sample sale items sample quality?+-

    Items included in the sample sale may have slight imperfections or defects. These items will be marked as so on the product page.

    Can I return or exchange sample sale items?+-

    All sample sale items are final sale and cannot be returned or exchanged.

    Can I use a promo code on sample sale items?+-

    All sample sale items are excluded from first order discounts and promo codes.