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FREQUENTLY ASKED QUESTIONS

Please Note

Personalized merchandise can take anywhere from 1 week - 2 months for you to receive (US or International Shipping). Merchandise is custom made to your specifications and must go through customs. Personalized merchandise CANNOT be cancelled.  Any orders cancelled will not be refunded.  

What's your Rush Order Fee? 

All custom orders are completed in order by sales purchase date. ​To ensure you get your item before the production timeline date we must secure extra help. There is a $60 fee to finish your project ahead of timeline.

What's your return policy on custom merchandise? 

All custom items are FINAL SALE. Please contact us if there is an issue. 

What if a rhinestone comes off? 

Accidents happen! We include a bag of extra crystals with all custom orders. If a rhinestone comes off, we suggest using a glue like gemtac to repair.

Do you offer any guarantees?

We offer a 1 year guarantee (4 seasonal repairs). If you choose not to repair it yourself, feel free to email us and we will repair your item for you at no extra cost (minus shipping costs), provided you send the item back to us with the extra rhinestones and dry cleaned. Shipping costs both ways are to be covered by sender. 

I saw something on your Instagram, but I don't see it for sale on your website? 

Almost all the custom pieces we post on our Instagram are client sent/already sold. If you see something you like, please send us an email and we would be more than happy to recreate it for you.

How long does it take?

Depending on the project, custom and personalized orders take anywhere between a few days to 3 months.

Where are you located? 

Maryland​

Do you ship overseas?

Yes! We welcome all international clients. Orders to some countries may be subject to import fees/duties and taxes when delivery takes place  - many orders won't be subject to import fees, but for those that are, please be aware that these fees are the responsibility of the customer and are not covered by The Friday Candy. Please Understand before we process your order you must cover any additional fees to complete the send.

How can I ship you my item? 

All personal items must be laundered or new with tags. Any Lingerie items must brand new with tags. Please mail your items to us with tracking and insurance.  The Friday Candy is not responsible for items lost or damaged during transit, so please make sure to insure your item.

My item was made by someone else, can you repair their work?

 The Friday Candy has repaired a lot of work done by "competitors" that can't quite compete with us. They use cheap materials or are new to the craft. We would like to help you, so please email us at thefridaycandy@gmail.com with a photo of your item and we will get back to you on whether this is possible. 

Do you have any new client discounts?

 

20% off on first order using code Loyalty20

Repeat clients get discounts on future custom orders and when recommending TFC to a friend or family member.

Do you have a store? 

 

Online only. 

How can I work with The Friday Candy?

 

We love working with a huge range of unique personalities and brands and do so through a collab-partnership. If you are interested in working with us as a brand or personality partner, please reach out to thefridaycandy@gmail.com

What information do I need to know before ordering a custom personalized piece?

 

All custom personalized pieces are made-to-order and final sale. The order cannot be cancelled or altered after submitted, and it cannot be returned. You will be charged at the time the order is placed. Production times vary from 1-4 weeks; you can find an item's production time on its product page. Products are created at our discretion, and we will not produce any items containing profane language. If you have questions about your custom piece, please email thefridaycandy@gmail.com.

What information do I need to know before ordering a custom personalized piece?

 

Our merchandise are hand-crafted using a variety of high quality materials, including semi-precious stone, glass, resin, 18K gold, sterling silver, brass and metals. Exact materials associated with each style are listed on their product detail page.

What information do I need to know before ordering a custom personalized piece?

 

To keep your merchandise at their best, please give them occasional breaks and store neatly when not in use. Avoid contact with moisture and liquid cosmetics; this includes lotion, sunscreen, and perfume. Merchandise that are not solid gold should never be worn in the shower, the pool or the ocean. Also pack merchandise carefully for travel, we recommend always storing them in your carry-on luggage.

 

Quality Guarantee

 

If your merchandise is less than perfect upon arrival, we want to know! Send a photo to thefridaycandy@gmail.com, and we will get back to you with a solution. We’re here to help Monday - Friday, 10am - 5pm (EST). We aim to respond within 24 hours. 

I just received my order, but I'd like to return part of it. Do you accept returns?

 

Absolutely, we want to be sure you are 100% satisfied with your purchase. You can read all about our returns policy here. Please note: Custom Crystal styles and Final Sale items cannot be returned. We do not offer free return shipping for any order.

How can I ship my return back to The Friday Candy?

 

We are NOT responsible for lost return packages, and recommend you insure and track your package. You are also welcome to use the shipping method of your choice. We do not offer free return shipping for any order. Please address all returns to:

TFC Returns
P.O. Box 463
Pleasantville, NJ 08232-0463

Did you receive my return yet?

 

You will receive an email confirmation from The Friday Candy once your return has been processed completely. You will NOT receive an email when your return has been received by our Returns Department. Please allow up to 20 days for your package to arrive and our Returns Department to refund your original form of payment. For more about our return policy, visit the Returns page, or reference the invoice included in your box.

What if I can't find my original invoice?

 

Please print out the order confirmation email or the order information in your The Friday Candy account. Without this information, we will be unable to process your return.

Can I exchange the item I just received for a different item on your site?

 

At this time, we cannot process exchanges. If you need a replacement for the same item, please email thefridaycandy@gmail.com.

What methods of payment do you accept?

 

We accept Visa, Mastercard, Discover, American Express and PayPal.

We offer buy now, pay later with Sezzle.

It looks like you charged me multiple times.

 

Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.

Why was my credit card declined?

 

Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check this, and if that does not work, please send us an email at thefridaycandy@gmail.com.

Can I apply a promotion code to an order I already placed?

 

Unfortunately, we cannot retroactively apply promotion codes to any orders.

Are any items excluded from promotional codes?

 

In general, promotion codes cannot be used on gift cards and promotional-priced products. If you have questions about the exclusions, please email thefridaycandy@gmail.com.

What happens if an item from my order is out of stock?

 

If an item from your order is out of stock you will receive an email notification and you will not be charged for that item. We apologize for any inconvenience this may cause.

 

The item I want is out of stock. Will you be getting more?

 

We try to carry as much merchandise as possible, but online items may sell out quickly. If stated as a pre-sale item the date will be announced via email once an order has been placed for the item. 

TECHNICAL SUPPORT

  • I'm having trouble viewing certain parts of your web site, what should I do?
    Our site is optimized for the following web browsers: Internet Explorer 11 and above, Firefox, Chrome and Safari.

  • I forgot my password. What do I do now?
    When you click on "My Account" to log in you will see a link to reset your password. You will receive an email notification with detailed instructions.

  • I keep getting an error page. What should I do?
    Please call Customer Service at 1-202-991-9922 and provide the error message or number listed on the error page.

NON-AFFILIATION DISCLAIMER

The Friday Candy is not endorsed by, directly affiliated with, maintained, authorized, or sponsored by any designer.
All product and company names are the registered trademarks of their original owners.

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