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Common questions

Plain answers to the things people ask us most. Each one agrees with the policy page behind it.

Sending things back

I have worn it once. Can it still come back?: Yes. The window is 30 days from delivery, and something you have opened or worn counts exactly like something still in its bag. It does not have to be unused, unworn or kept in the packaging it came in. Email us the order number and we reply with a return number and the address to post it to.
When will I see my money?: When the parcel reaches us and we have matched it to your order, we refund whichever card or account paid for it. Allow 5–10 business days from our side, plus whatever time your bank takes to post it.
Could I swap it for something else?: Yes, for anything priced the same or lower. Name the item you would like when you ask for the return. We post it once your return arrives, and the swap costs you nothing extra.

How long before my order ships?: We get orders out of the door within 1 to 3 business days. Standard shipping to a US address is free. After that, the carrier needs an estimated 5 to 10 business days to bring it to you.
Where do I find my tracking number?: In an email we send on the day your parcel leaves. The first scan can take a day to show up. If the email has gone missing, the Track a parcel page will send it again.
Who delivers the parcel?: One of USPS, UPS, FedEx or DHL. We pick by how big the parcel is and how far it is going, and the tracking email names the carrier.
Can I change the delivery address?: Yes, as long as it has not shipped. Email the order number and the right address as soon as you notice. Once the carrier has the parcel, we can no longer redirect it.
My parcel is late. What now?: Allow one more week past the estimated delivery date. Then send us the order number and tracking number. We chase the carrier for you, and you get a replacement or your money back in full.

What name will be on my card statement?: Look for FERNTRAIL. You will see a single charge for the order total under that name.
Will you charge me again later?: No. You pay once, for the order you placed. Nothing renews. The only way another charge from us reaches your card is if you come back and buy again.
How do I cancel an order?: Fill in the form on our Cancel an order page, or send the order number to support@ferntrailmarket.com. Caught before it ships, the order is stopped and every cent comes back to you. Expect our reply within one business day.
Is my card number safe with you?: The site runs over an encrypted connection, and your card number goes straight to our payment processor. We never hold the full number or the security code.

How can I tell what something is made of?: Each listing names the material plainly. Plated metal, dyed beads, glass, faux pearl and vegan leather are all called by those names. Shawls, bags and hats list their fabric content.
How do I keep things looking right?: Take bracelets and necklaces off before washing, swimming or putting on lotion, and keep each one in its own pouch. Shawls, hats and bags carry care instructions in their listings.

When are you open?: Monday – Friday, 9:00 AM – 6:00 PM EST. A message that lands outside those hours gets an answer on the next business day.
Which way of contacting you is quickest?: Email support@ferntrailmarket.com or call +1 866 402 9907. Either way, a person gets back to you within one business day.