How can we help?



How quickly do you respond to my email?
  • Have you sent us an email and have you not received a response? Then check your spam box. Our response is probably there waiting for you.
  • Have you placed an order and have not received an order confirmation or other order information? These emails are probably also in your spam box.
  • It is of course also possible that you have made a typo in your email address. In your account you can check which email address you have used.

We will respond to your email within 24 hours. We are available from Monday to Friday. It is sometimes possible that our response ends up in your spam box. Therefore, always check your spam box because our response may be waiting for you there.

How can I contact you?

Our contact page contains all options to contact us.

To order

Can I change my order?

Unfortunately it is not possible to change an order. By this we mean that it is not possible to cancel or add products from your order.

If you find out that you have entered an incorrect address, you can send an email to:
We will then try to adjust your address in time. Unfortunately, we cannot guarantee that this will actually work before your package has been shipped. We always try to process and ship your order as soon as possible so that you can enjoy your jewelry quickly.

My order was not successful, what now?

Did your order fail or did something go wrong? We will send you an email with our payment details so that you can still pay for your order. It can sometimes happen that our emails end up in your spam box. So check your spam box too.

If you don't want to wait for our email, place your order again. We automatically cancel your failed order.

How can I use my gift card?

Did you receive a gift card? You can enter your unique code under the heading voucher/discount code in your shopping cart and in the checkout.

Please note: it is not possible to use a gift card in combination with a discount code

I have not received an order confirmation.

It may take a few minutes before you receive a confirmation from us. Have you not received an email after an hour? Then check your spam box.

It is of course also possible that you have made a typo in your email address. In your account you can check which email address you have used.


What is the delivery time of my order?

You can find our delivery time here .

What are the shipping costs?

You can find the shipping costs here

Service and warranty

My shipment arrived damaged, what should I do?

We are sorry that your product arrived broken. Of course this should not be the case and we would like to solve this for you.

Send an email to and mention:

  • your order number
  • which product it concerns
  • and add a photo of the product that is broken.

This way we can help you as quickly as possible and solve this for you. (check your spam box because our response can sometimes end up in the spam box)

I have received the wrong product.

We are sorry that your order was not delivered correctly. We will solve this for you as soon as possible.

Send us an email immediately after receiving your package ( ). Include the following information in this email.

  • Your order number
  • A photo of all delivered products
  • A separate photo of the incorrectly delivered product.

If you have only ordered 1 product and that is also an incorrectly delivered product, 1 photo is of course sufficient.

We will process your mail as soon as possible and ensure that this is resolved as soon as possible.
(check your spam box because our response can sometimes end up in the spam box)

What are the warranty conditions?

All warranty conditions can be found in our general terms and conditions .

We understand that you don't feel like reading the full terms and conditions. All information is in Article 14 ;-)

Service Handling

Your complaint is important to us and we will solve it for you. You may email your complaint to customer Please include a clear description of your complaint in your e-mail, including your order number and full name. We will then process your complaint to see what we can do for you. (check your spam box because our response can sometimes end up in the spam box)

Return and refund

How can I return?

We are happy to explain everything to you here

How does the refund work?

As soon as we have received your return in good order (unused) we will inform you by email and refund the amount. (this process will take approximately 3-5 business days)

Return of discounted products

Have you shopped during a campaign (or during a promotional period or have had a discount) we reserve the right to refuse the offer/discount if your order no longer meets the conditions to participate in that particular offer/discount after your return. discount.

For example: You have used a discount code that is only valid with a minimum order amount or minimum number of products. If you no longer meet the minimum order amount or number of products when returning, we reserve the right to remove the discount code from your order.

Would you like to return package deals? Then the entire set must be returned.

Discount codes and gift cards

What is the difference between a discount code and a gift card?

A discount code is a code that has been received from the webshop. A gift card is a purchased code for a certain amount.

Why is my discount code not working?

That's annoying. We would like to help you with this. We would like to ask you to first check the following:

Your checkout page will indicate the reason why your discount code is not working. Below are a number of options why your code is not working.

  • Have you ever used the code? Codes can be used once per customer.
  • Has the date of your discount code passed?
  • Do you have products in your shopping cart that have already been discounted? For example, a sale, a gift set or a volume discount.

If the above is not the case and your code still does not work, you can always contact our customer service . We are happy to help you.

Where can I enter my discount code and gift voucher code?

You can enter your code on the checkout page.

I bought a gift voucher but no longer have the code.

Find your order confirmation and contact our customer service . We are happy to help you.

I bought a gift voucher but did not receive a confirmation email or a gift voucher code.

Be the first to check your spam box. It is possible that our emails are waiting for you there.

No email in your spam box? Feel free to contact us.


Is there a color difference between the jewelry if I want to combine?

No, you can all combine the jewelry with each other.

Are earrings sold in pairs?

Yes, you will receive a set.

The exceptions are the earcuffs and ear piercings. These go per piece and are clearly stated.

The one piece earrings also go per piece. This is clearly stated.

Does the jewelry discolour?

They are long-lasting and allergen-free :-) In short, they do not stain your skin and do not discolour with normal use.

Our advice is to be careful with your jewelry. For example, take off your jewelry when you go to the hairdresser and want to dye your hair. Chemical liquids are never good for any material. Read more about stainless steel and its care here.

What are the jewelry made of?

Frances Falicia's jewelry is made of stainless steel. We will explain more about stainless steel jewelry here .

Read more about caring for your jewelry here.

Please contact us

Have questions about your order, or a general inquiry?