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What forms of payment do you accept?
We accept the following means of payment: Visa, MasterCard, American Express, Discover, Diners Club, JCB and Fragments Gift Certificates.
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How is sales tax calculated for my order?
You will be charged a sales tax based on your shipping address.
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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.
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How can I check the status of my order?
You may check the status of your order by logging onto "My Account" or by calling (866)966-4688 from 9 AM to 6 PM EST Monday thru Friday. You can also email us at orders@fragments.com.
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Can I return merchandise purchased at the Fragments store online?
Since our affiliate store carries many more items than we offer online, please return your items to the store where you purchased them. You may also return via certified mail to the store at 116 Prince Street New York, NY 10012. For the mailing address of your nearest store, see our affiliated store listing.
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Can I return something I bought online at one of your retail stores?
Please return your online purchases 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.
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I purchased an item and now it is on sale, can you refund the difference?
Price adjustments can be made if the original purchase is within 14 days of the item(s) going on sale. Please contact customer service at service@fragments.com, or at (866) 966-4688.
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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 periods. Your refunds will be credited back to the same card used to make the original purchase. We will forward you a credit memo via mail.
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Are all products in your Fragments store available online?
Currently, we only offer a select group of our items online. New items are added on a weekly basis so come back and visit us again! For updates on new merchandise, join our email list.
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Do prices differ between your website and your store?
We make every attempt to have consistent pricing throughout our affiliate stores and our website. Please call us at (866) 966-4688 from 9 AM to 6 PM EST Monday thru Friday if you have any questions about our pricing.
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Where do I send a mail order?
Mail orders can be sent to:
Fragments.com
110 Greene Street,
Suite 801
New York, NY 10012
Attn: Fragments.com order Processing
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What if I have questions about the products offered online?
Please contact us with any questions you have by email at products@fragments.com or call us at (866) 966-4688 from 9 AM to 6 PM EST Monday thru Friday.
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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 Sercuity Policy.
If you are still uncertain about placing your order via the Internet, we encourage you to call your order into our call center at (866) 966-4688, or complete your basket up to the point of entering your credit card number, print out the order, fill in your card number and fax the order to: (212)966-6559.
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When is my credit card charged?
Items are charged to your card when we ship your order. If an item is on backorder, you will not be charged until it ships. All freight charges are pro-rated on the value of your shipment.
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How do I order offline?
To place an order offline, please call (866) 966-4688. To check on your order, call our customer service line at (866) 966-4688 Monday thru Friday from 9AM to 6PM EST.
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Can the length on a necklace be altered?
Yes, we can alter the length. If you would like an item altered, please call our customer service department at (866)966-4688 to arrange details. There will be additional charges for alterations. Please allow up to 6 additional weeks for delivery.
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I purchased an item from Fragments.com and it broke. Can I send it back for repair?
Yes, we will repair merchandise. If you have a repair, please contact customer service at (866)966-4688, to obtain a return authorization.
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I would like to purchase a gift for my sister. Can you send the gift directly to her with a gift receipt?
Yes, you 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, which will not show the prices. We will email the full receipt directly to you.
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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.
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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.
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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.
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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. Also you may use the solution and instructions on amethyst, aquamarine, beryl, carnelian, chalcedony, citrine, garnet, iolite, jade, moonstone, morganite, peridot, quartz, spinel, topaz, tourmaline, and zircon. All the stones mentioned above may also be cleaned using an ultrasonic cleaner; however, we recommend using caution with beryl, garnet, iolite, peridot, spinel, topaz, and tourmalines.
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, which are porous, 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 and restrung on an annual basis.
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How can I speak to a customer service representative?
If you have a question that we didn't address, email us or fax us at (212)966-6559, and we will respond to you personally. Or call us at (866)966-4688 Monday thru Friday, 9AM -6PM EST to speak with someone in our customer service department.
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Any questions we haven't answered?
We welcome feedback from you, our customers. If there are any questions we haven't answered, or information we haven't provided, we appreciate hearing from you. Feel free to contact us with any comments.
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