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FAQ

What forms of payment do you accept?

We accept the following: Visa, MasterCard, American Express, Discover, Diners Club, JCB and Fragments Gift Certificates.

How is sales tax calculated for my order?

You will be charged sales tax based on your shipping address.

How will I know that my order was accepted?

You will receive a confirmation that your order has been processed. We will ship your order when all data, including credit card information, has been approved. In order to process your order, the cardholder's name must match the name of the billing address, and the billing address must match that of the purchasing card.

How can I check the status of my order?

You may check the status of your order by logging into "My Account" or by calling (866)966-4688. You can also email us at orders@fragments.com and we will get back to you within 2 business days.

Can I return merchandise purchased at the Fragments store online?

Jewelry purchased at the Fragments store can only be returned to our SoHo location. If you are not in the New York City area, please call 212-334-9588 to arrange for your return.

Can I return something I bought online at one of your retail stores?

You can return your online purchase to our SoHo store at 116 Prince Street or you can send your return to our warehouse at: 110 Greene Street, Suite 801, New York, NY 10012. If you require other arrangements, please contact a customer service representative at (866) 966-4688. All sale merchandise is final sale and is not refundable.

I purchased an item and now it is on sale, can you refund the difference?

We do not currently offer price adjustments on sale merchandise.

How long does my refund take?

We process your return promptly upon receipt in our warehouse, however refunds generally appear on your credit card statement in one to two billing cycles. Your refund will be credited back to the same card used to make the original purchase. You will receive an email confirmation that your refund has been processed. All sale merchandise is final sale and is not refundable.

Are all products in your Fragments store available online?

We offer a select group of our items online. If you see something in our store and would like to purchase it online, please contact customer service at (866) 966-4688 from 9 AM to 6 PM EST Monday thru Friday.

Do prices differ between your website and your store?

No. If you notice a price discrepancy, please contact customer service at (866) 966-4688 from 9 AM to 6 PM EST Monday thru Friday.

What if I have questions about the products offered online?

Call us anytime! Our customer service representatives are available to take your calls 24 hours a day and 7 days a week (866) 966-4688. You can also email us at service@fragments.com and we’ll get back to you within 2 business days.

Is my credit card information secure?

Yes. We encrypt all information sent via the Internet, so that data arrives privately and securely at its destination. Fragments makes every effort to protect your online order by using Secure Sockets Layer (SSL) Technology. For more information, see our Security Policy.

When is my credit card charged?

Your credit card is charged when we ship your order. If an item is on backorder, you will not be charged until it ships.

How do I order offline?

To place an order over the phone, please call (866) 966-4688.

If I’m unhappy with the fit of an item, may I have it altered?

Yes. We will work closely with our designers to make sure that you are satisfied with your purchase. Items can be altered according to your specifications but please note that additional fees may apply. For more information, call our customer service department at (866)966-4688 Monday thru Friday, 9AM -6PM EST. Please allow up to 6 additional weeks for delivery.

I purchased an item from Fragments.com and it broke. Can I send it back for repair?

We will repair merchandise. If you have a repair, please contact customer service at (866)966-4688, to obtain a return authorization number.

I would like to purchase a gift for my sister. Can you send the gift directly to her with a gift receipt?

Yes, we can ship an order to an address that differs from your billing address. If the order is a gift, please select that at checkout, and we will make sure the order is shipped with a gift receipt. We will also email you a detailed receipt.

I'm starting my Holiday shopping early. What is the holiday return policy?

All items purchased in the month of December may be returned for a full refund until January 31 of the following year.

How do I care for my jewelry?

All pieces should be stored in your Fragments pouches. This will help prevent scratches on the stone and metal surfaces. Although some stones are more sensitive than others, it is best to keep all stones away from extreme heat and sudden changes in temperature. We recommend applying hair sprays and fragrances before putting on your jewelry, especially when wearing soft or porous stones. Always remove your jewelry before washing to prevent soap build up. It is beneficial to wear your jewelry often. The natural oils in your skin help to keep your stones and metals clean and conditioned.

How do I clean my metal jewelry?

You can make your own cleaning solution using six parts warm water to one part ammonia. Dip your gold, platinum, or silver jewelry in the solution and scrub gently using a soft bristle toothbrush. Rinse in warm water and pat dry with a paper towel. Silver may require additional cleaning with the use of a tarnish removing polish.

How do I clean my gemstones?

Diamonds, rubies and sapphires are considered hard stones. The cleaning solution described above would be a safe method of cleaning these gemstones. You may also use the solution above on amethyst, aquamarine, beryl, carnelian, chalcedony, citrine, garnet, iolite, jade, moonstone, morganite, peridot, quartz, spinel, topaz, tourmaline, and zircon. These stones may also be cleaned using an ultrasonic cleaner; however, we recommend using caution with beryl, garnet, iolite, peridot, spinel, topaz, and tourmaline.

Apatite, emerald, and tanzanite are considered softer stones and should only be cleaned with warm soapy water and a soft toothbrush. These stones, as well as coral, lapis opal, pearl, and turquoise, are porous, and should not come in contact with any acids, chemicals, or solvents. It is best to avoid contact with water for these more porous stones. Pearls are especially sensitive to such agents; even cosmetics can be harmful to the pearl's luster. We recommend having your pearls professionally cleaned.

How can I speak to a customer service representative?

Please give us a call at: (866)966-4688.

Any questions we haven't answered?

We welcome feedback from our customers. If there are any questions we haven't answered, or information we haven't provided, we would love to hear from you. Please give us a call at: (866)966-4688.

Do you ship internationally?

Fragments.com now ships internationally. International orders are an important part of how we serve our customers around the world. To place an order for an international shipment, browse our web site and add items to your cart as usual. On the shopping cart page, there is a button that reads “International Checkout”. After you have added all the items you wish to purchase to your cart, click that button. The friendly and professional team at International Checkout will process your order.

We currently do not accept returns on international orders.

*PLEASE NOTE: Fragments.com is not responsible for customs and duty charges.

Glossary

    • Gold Quality

      10 karat:10 karat (10K) gold is 10 parts gold to 14 parts other metals.

      12 karat:12 karat (12K) gold is 12 parts gold to 12 parts other metals.

      14 karat:14 karat (14k) gold is 14 parts of gold to 10 parts other metal.

      18 karat:18 karat (18k) gold is 18 parts of gold to 6 parts other metals.

      24 karat:24 karat (24k) gold is pure gold containing no other metals.

    • Agate

      A type of chalcedony quartz found in a variety of colors and patterns, frequently with varying color layers.

    • Alexandrite

      A stone that changes color or appears to change color as the source of light changes.

    • Amber

      Fossilized resin of conifer trees. Colors range from honey through yellow to reddish brown.

    • Amethyst

      Transparent variety of crystallized quartz, typically purple or violet in color.

    • Apatite

      Is an abundant mineral found in many types of rock but most gem quality material is associated with pegmatites.

    • Aquamarine

      A blue semiprecious stone in the beryl family.

    • Aventurine

      Transluscent greenish quartz mineral, internally granular. Often mistaken for jade, another stone of a green color.

    • Azurite Malachite

      A mineral that is characterized in appearance by bands of light and dark blue.

    • Baguette

      Small stones which are rectangular-shaped and faceted.

    • Bail

      A metal finding that is folded closed, from which a pendant, watch, stone, etc., may be hung from a chain or cord.

    • Base metal

      Any non-precious metal.

    • Beryl

      A light colored mineral that when transparent and dark green is called emerald, and when blue in color, aquamarine.

    • Cabochon

      A domed gemstone. Highly polished curved surface without faceting.

    • Cameo

      A carved gem or shell in which the outer layers are cut away so that the design stands out in relief against a background of a different color.

    • Carat

      Unit of weight for gemstones with 100 points to a carat, with one carat equaling one-fifth of a gram.

    • Carnelian

      Pale red quartz. Once believed to benefit the wearer's health and love life. Most carnelian comes from Brazil, India, Siberia, and Germany.

    • Chalcedony

      Refers to various types of colored quartz, usually those with a milky appearance like carnelian, agate, cat's eye, and jasper.

    • Citrine

      A brownish-orange quartz variety.

    • Chrysocolla

      Chryscolla usually occurs as a bright green or bluish crust. Crystals intergrown with quartz or with opal.

    • Chrysoprase

      A variety of chalcedony that is apple-green in color.

    • Coral

      The skeletal remains of marine animals, and has a range in color from red, pink, and salmon.

    • Corundum

      A gem mineral of crystallized aluminum and oxygen. Ruby and sapphire are the most valuable corundum.

    • Crystal

      A top-quality colorless, transparent glass resembling natural or rock crystal. About 200 kinds of crystal are associated with jewelry. Made through an ancient process that involves lead oxide. To be crystal, there must be a minimum of 10% lead.

    • Cultured Pearl

      Created through a painstaking process of mimicking the natural pearl process in live mollusks. A pearl is formed as a result of implanting a piece of mantle from a mollusk into another host mollusk.

    • Diamond

      A precious gemstone composed of pure carbon. It is the hardest of all known substances and rated 10 on the Mohs scale.

    • Diopside

      A mineral that ranges in color from white, deep green, to almost black.

    • Emerald

      A green beryl and one of the most valuable of all gemstones.

    • Enamel

      Colored, opaque glassy material fused onto metal, pottery or glass.

    • European Wire

      A curved wire that passes through the earlobe of a pierced ear and clasps shut.

    • Extender Chain

      A chain that may be attached to another in order to provide a longer length.

    • Faceted

      A gem of plane faces or facets.

    • Fish Hook

      A fishhook-shaped finding used to make earrings with the hook end passing through the pierced ear.

    • French Wire

      A curved wire that passes through the pierced earlobe and has a catch closure. Used mostly in dangling earrings.

    • Freshwater Pearl

      An irregularly shaped pearl formed naturally by a mussel living in a lake or river.

    • Garnet

      A family of crystals whose name is derived from their resemblance to red pomegranate seeds. A semi-precious stone, usually a reddish-brown color; can range from true red to violet- or blackish red but can often be semi-opaque.

    • Genuine Pearl

      A smooth, round growth formed naturally within the shell of a mollusk due to an irritant; used as a gem.

    • Gold

      A heavy, yellow, metallic element used for coins and jewelry since prehistoric times.

    • Gold Filled

      The jewelry is not actually filled, but is made of base metal (usually brass or copper) covered by sheets of gold in a mechanical bonding process.

    • Gold Plated

      A thin coating of electroplated or mechanically plated gold on top of a base metal.

    • Hessonite

      A variety of garnet that is yellow in color.

    • Hoop Earring

      A circular-shaped earring made from metal wire or tubing. Variations include the traditional shape as well as hoops with charms and other ornaments to be hung from the hoop.

    • Iolite

      A mineral used as a gemstone and appears as deep blue, light blue-gray, and yellow-white.

    • Jade

      An ornamental gemstone, typically greenish in color.

    • Jadeite

      A variety of jade that is rarer than the other varieties of nephrite. It is hard and translucent and comes in many colors such as orange, pink, yellow, brown, blue, violet, and black.

    • Jasper

      A semi-opaque to opaque rose quartz that is usually yellowish, reddish, or brown. The U.S. and Brazil are the most common sources. Jasper was once believed to have curative powers.

    • Jet

      Organic in origin which was formed from the remains of wood immersed in stagnant water millions of years ago then compacted by the pressure of burial.

    • Karat

      A measure, from 1 to 24, used to indicate how much of a piece of jewelry is gold content and how much an alloy.

    • Kyanite

      This crystal is a cut stone that is pale to deep blue or white, gray, or green.

    • Labradorite

      It is a faceted gemstone that may be orange, yellow, colorless or red. Occurs in metamorphic and igneous rocks in Labrador.

    • Lapis Lazuli

      A semi-precious stone of an azure blue color.

    • Lariat

      An open-ended, long strand necklace. Sometimes looped into a knot or used with a slide so that the two ends hang free.

    • Lever Back

      An earring with a unique back that delicately bends and latches behind the ear. This is an old-fashioned design that has come back in style.

    • Lobster Claw Clasp

      A clasp used for necklaces and bracelets that features an elongated hook (like a lobster claw). It contains a spring mechanism and can be opened to catch the ring from the other end of the chain.

    • Mabe

      A Japanese term for half-sphere cultured pearls, which are cultured against the shell so that only half a cultured pearl is formed.

    • Malachite

      A mineral that is characterized in appearance by bands of light and dark green.

    • Maltese cross

      A cross with four broad arms of equal length, with tops that look like inward-pointing arrowheads.

    • Marcasite

      Crystallized iron pyrites ("fool's gold") mounted in groups, cut or uncut, in pins and other pieces of jewelry. Marcasite is a gray, lustrous mineral.

    • Morganite

      A variety of beryl that is pink. Named after J.P. Morgan. Found in California, Brazil, and Madagascar.

    • Moonstone

      A translucent stone that is often bluish in color, yet sometimes white.

    • Mother-of-pearl

      A hard, iridescent substance that forms on the inside layer of a pearl-bearing mollusk.

    • Nacre

      A shiny, iridescent substance made from the lining of mollusk shells or fish scales.

    • Nephrite

      A hard type of jade with colors ranging from white to dark green and shades of gray or brown to black.

    • Obsidian

      Is a natural glass that is formed from lava that cooled too quickly to crystallize.

    • Omega

      Flat chain with a solid surface formed by the links and worn high on the neck.

    • Onyx

      A semi-precious stone composed of chalcedony (a variety of quartz) found naturally in white or gray.

    • Opal

      A non-crystalline, iridescent silica.

    • Oxidation

      Metal blackened by a reaction with oxygen. The appearance is accomplished by chemical means.

    • Pave setting

      A setting in which small stones are set as close as possible, so that the piece literally looks "paved" with stones.

    • Pearl

      A smooth, round growth formed naturally within the shell of a mollusk due to an irritant and used as a gem.

    • Pendant

      An ornament suspended from a single chain.

    • Peridot

      A transparent gem that is olive green in color.

    • Platinum

      Platinum forms in igneous rocks, it may also occur in placer deposits in river sands and gravels. It is silvery gray, gray white, or white in color, opaque and has a metallic luster.

    • Post

      A pin-like finding attached to an earring. It passes through the pierced earlobe, and may be held in place by a back.

    • Quartz

      A crystalline mineral used for gems, usually colorless and transparent.

    • Rhinestone

      Real rhinestones are cut from rock crystal. Today, most rhinestones that are used in jewelry are made of glass that has the look of natural stone.

    • Rhodium

      A white, metallic element.

    • Rhodolite

      A variety of pyrope garnet ranging in color from rose-red to pale violet.

    • Rhodonite

      Named after the Greek word for pink, it is a reddish-pink color with thin veins or patches of gray to black. Found in the former Soviet Union, the U.S., India, and Australia.

    • Rhodochrosite

      Derives its pink color from Manganese. Rhodocrosite occurs in veins associated with Manganese, Copper, Silver, and lead deposits.

    • Ribbed

      A textured effect consisting of ridges.

    • Rock crystal

      One of the most common minerals of the earth's crust. The crystals are usually found as colorless hexagonal prisms with pyramidal ends.

    • Rose quartz

      Delicate pink quartz with a somewhat milky appearance. Popular for Valentine's Day, Mother's Day, and other gift occasions.

    • Ruby

      A highly precious and valued red corundum whose color is obtained from chromium oxide. Rubies symbolize beauty, charity, love, passion, power, and royalty.

    • Rutilated quartz

      A variety of quartz with inclusions of rutile crystals, which are minerals that sometimes appear in a needle-like fashion in a reddish-brown to red and sometimes yellowish appearance.

    • Sapphire

      A highly valued and precious stone and a member of the corundum group. Most commonly seen in blue.

    • Satin finish

      A matte finish achieved by sandblasting, brushing with a stiff wire brush, or chemically altering a high shine surface. Satin finish has a soft, pearl-like luster instead of a bright polish.

    • Simulated tortoise

      Imitation of the mottled brown and yellow color found on tortise shells.

    • Slide

      An ornament that can be slid onto another piece of jewelry such as a necklace.

    • Smoky quartz

      Quartz that's brownish in color with a smoky appearance.

    • Smoky topaz

      see SMOKY QUARTZ

    • Sodalite

      Whose name reflects its sodium content, is found in all shades of blue and is a major constituent of the rock lapis lazuli.

    • Spinel

      A gemstone found in a wide range of colors, the most valuable resembling ruby red.

    • Sterling silver

      Silver that is at least 92.5 percent pure with 7.5 parts of another metal, usually copper, to make the piece harder.

    • Stud

      A single stone or metal ball on a straight post worn on pierced ears.

    • Sunstone

      This occurs in metamorphic and igneous rocks in Norway, the USA, India, and Russia. It has reflective inclusions of red, orange, or green platy crystals, which give it a metallic glitter.

    • Tanzanite

      A deep blue-violet variety of zoisite.

    • Tiger's eye

      The name given to a gem which when cabochon cut shows a single light streak across its face. A semi-precious variety of quartz found in South Africa, it may be yellowish-brown, bluish, or red in color.

    • Toggle clasp

      A fastener consisting of a ring on one end of a necklace or bracelet and a short bar on the other end. The bar is slid through the ring and sits across it so it does not slide or pull.

    • Topaz

      A transparent gem, the most precious type is wine-yellow in color. It also may be found in other colors, such as white, blue, brown, orange, and pink.

    • Tourmaline

      A crystalline mineral that is used as a gemstone. It typically comes in a variety of colors, the most common of which is black.

    • Tsavorite

      A transparent, emerald green variety of garnet.

    • Turquoise

      Semi-precious stone which is greenish-blue in color.

    • Vermeil

      A heavy gold electroplate over sterling silver.

    • White Gold

      An alloy of gold, nickel, copper, and zinc.

    • Y Necklace

      This style gets its name from its shape which features its own delicate dangle forming a Y-shape around the neck. It is usually 16 to 18 inches in length.

    • Yellow Gold

      The most popular gold alloy. An alloy of gold, silver, copper, and often zinc.