Frequently Asked Questions

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 francesvalentine.com:

  • 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: New York, Pennsylvania, and Florida.
  • Discounts and promotions+-

  • If you have been provided with a promo code for francesvalentine.com, 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. There are certain exclusions that are not able to be discounted. This will be noted on the item's product page, in checkout and in a list on FAQs.
  • Are there exclusions on discounts and promotions?+-

  • Please note that first order promo code is not valid on previous purchases.
  • Apparel, knitwear, select jewelry, third party vendors, select sale items are not eligible for an additional discount/promo.
  • Only one promo code may be applied per order.
  • Do you offer gift wrap?+-

  • All of our items come wrapped in our blue cotton twill dustbags with a red drawstring.
  • We offer free gift message that can be added during the checkout process.
  • FVIP REWARDS

    What is FVIP REWARDS?+-

    FVIP Rewards is our loyalty program that gives our customers the opportunity to earn points toward purchases and receive discounts toward future purchases as well as gain early access to exclusive sales, events and more! As an FVIP Rewards member you can also earn points for engaging with our brand on social media, celebrating a birthday, writing a review and more.

    Can I use all my points at once?+-

    Yes, you can use your points on one purchase. Once you are signed into your account you can use the slider in checkout to apply as many points as you would like to your purchase. You are not required to use them all at once if you do not want to.

    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, just 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.

    Do points expire?+-

    No, points do not expire. You can redeem them at any time!

    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 help@francesvalentine.com
  • 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 Lynda Fisher at lfisher@francesvalentine.com for any wholesale inquiries.
  • How do I contact your press/PR department?+-

  • Please email press@francesvalentine.com 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.

    Yes, the return policy is+-

    Shipping

    What are my shipping options?+-

    We offer the following shipping methods here at Frances Valentine:

  • FedEx Ground Shipping: Free Shipping on orders over $150 ($8 if under $150)
  • FedEx 2 Day Shipping: $25 Business Day Delivery Only
  • FedEx Overnight Shipping: $35 Business Day Delivery Only
  • Shipping Rules & Restrictions+-

    *Please note that our warehouse has taken recommended measures to ensure the health and safety of their employees. To help keep everyone safe during this situation, they will be changing their days of operation to Monday - Thursday until further notice. Please note that these changes may cause a delay in shipment time. Any orders placed after order cutoff Thursday will not begin processing until the following Monday.

  • Orders placed by 12 PM EST ship same day Mon-Fri. Orders placed over the weekend will ship on the following Monday.
  • Orders placed after 12 PM ET will begin to process the next business day.
  • If an order is placed on Saturday or Sunday it will begin to process the following Monday.
  • 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 at the present time to PO Box address(es).
  • Shipping charges are non-refundable.
  • International orders do not qualify for free standard ground shipping.
  • International orders cannot be returned or exchanged.
  • International shipping cost does not include duties and taxes.
  • Where do orders ship from?+-

  • Order ship from our warehouse located in Middletown, PA.
  • Returns

    What is your return policy?+-

  • Merchandise must be returned within 60 days.
  • Merchandise must not be worn, washed, or altered.
  • Merchandise must have all tags attached and be in original packaging.
  • Frances Valentine shoes must include the original shoe box in its original condition: shoe box fees of $5.00 are charged when footwear is returned in a damaged shoe box or without original shoe box.
  • Packages returned to Frances Valentine will incur an $8.00 return shipping fee at the time of their refund.
  • 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.
  • 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 francesvalentine.com
  • 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.

    How do I exchange an item?+-

    To initiate an exchange, please follow the instructions while starting a return in our return center here.
    Upon initiating a return, if your order is eligible, you may select an instant credit voucher amounting to your order total which you may use to purchase the item you wish to exchange for.

    International Orders+-

    International Orders are not eligible for return or exchange.

    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 help@francesvalentine.com 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 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.
  • 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.
  • Patent Care+-

  • 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.
  • 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.
  • Exclusions from Sale

    What are the Exclusions from promo code discounts??+-

    Items marked FINAL SALE cannot be returned or exchanged. Offer not combinable with other promotions or 10% off new customer promo codes. Exclusions (not eligible for discount) - apparel, knitwear, select jewelry, and 3rd party vendors. No price adjustments on previous purchases.