Help Center – Fragrant Jewels

COVID-19 SHIPPING FAQ


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How do I find the value of the jewel that came with my product?

For an instant appraisal, simply click This Page and enter the code notated on the label included with your jewel that came with your product.

Why am I receiving an "invalid code" response when I enter my Vault Code?

Our codes are very sensitive. You need to be sure that you enter each of the 14 or 15 digits shown on the gold tag. Two of the most common mistakes that will result in an "invalid code" message are substituting the letter "O" for the number zero "0" or a "1" for the letter "I".  If you are still having trouble, please send a picture of your gold tag to [email protected] and we will assist you further.

What orders qualify for free shipping?

If your order total is $50.00 or more, after the application of any discount code, shipping for your order is free.

What are your shipping policies?

Our products are currently shipped by FedEx. Once an order is confirmed please allow up to 5-7 business days for an order to ship from our warehouse. Your tracking number will be emailed to the email that you place on file once the order has been shipped.  Shipping fees are a flat $7.95 for the first item, $12.95 two or more items and free for orders over $50.00.  Please be advised that shipments are not sent out on Saturdays, Sundays, or any Holidays. We do not guarantee arrival dates or times. We do not refund or credit shipping charges for any shipments. We currently only ship within the United States.  These shipping policies are subject to change at any time without prior notice.   

If you believe that you have been billed in error, please notify our Customer Care Department immediately. If we do not hear from you within 30 days after such billing error first appears on any account statement, the billing will be deemed accepted by you for all purposes, including resolution of inquiries made by your credit card issuer. You are deemed to have released Company from all liabilities and claims of loss resulting from any error or discrepancy that is not reported to Company within thirty (30) days of its appearance on your credit card account statement.

What form of payments are accepted?

We accept Visa, MasterCard, Discover, American Express and Paypal.

How can I add a discount on my order?

If you received a discount code from the Fragrant Jewels, you can enter this code at the check out page.  However, if you are receiving a free gift with your order, you will not be able to enter a discount code.

Why does my order show an old address? 

If you are paying through PayPal, be sure that your shipping address is current and correct.  In certain instances, PayPal retains outdated addresses.

Where do we ship?

We ship within the continental US and Alaska, Hawaii.

When will my order ship?

Your order will be shipped from our warehouse in 5-7 business days following order confirmation.  

How can I track my package?

Once your order has been shipped, you will receive an email with the tracking number. Simply go to www.fedex.com and track your package.  It may take up to 24 hours before your tracking information is updated.  We will ship to the address you designate with your order as your "shipping address".  If FedEx reports that your package has been delivered to the address you provided, you are responsible for following up with the shipping company in the event that you do not receive your package.  The customer care number for FedEx is 1-800-463-3339.

Will I be charged sales tax?

Current law requires us to collect sales or other applicable taxes, based on the order’s “shipped to” address. Fragrant Jewels follows the guidelines for each state as they pertain to your order.  Taxes will be displayed during the checkout process as an estimate and is labeled accordingly.

How should I care for my candle?

Keep the wick trimmed to about 1/4 inch to prevent your candle from smoking and burn your candle for no more than 3 to 4 hours per lighting.  You should never burn your candle while you are sleeping or leave it unattended. Nor should your candle be left in places that are in close proximity to children or pets.  Use a flat heat resistant surface for your candle to prevent damage. Allow your candle to cool completely before moving it.

What is your return policy? 

Please inspect your order carefully. All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product.  In the event of damage during shipping, please contact our customer service department within 3 days of receiving your purchase. Please be prepared to send photographs of damages.

Due to the nature of our products, all sales are final. We will replace items damaged during shipping when possible. Returns, refunds or replacement products for reasons other than damage incurred during shipping cannot be accepted.

What is the FJ Rewards Program? 

FJ Rewards is a program we designed to make your Fragrant Jewels experience even more fun and rewarding! This is a program where you can earn points for your purchases and Vault Code redemptions, and use your points to claim rewards in the Rewards Boutique.

What are points?

Points is the currency of FJ Rewards Program. You may redeem points for your favorite rewards in the Rewards Boutique.

How do I earn points?

There are different ways to earn points:

Through Purchase

For every U.S. dollar you spend on merchandise (after discounts and excludes taxes and shipping fees) you’ll earn 1 point.

If you are an Inner Circle member you are in luck! Starting with the second month of your membership, you’ll earn double the points (2 points for every U.S. dollar spent) on your monthly Inner Circle order merchandise (excludes taxes and shipping).

You must provide the email address you used to create your fragrantjewels.com account to have any points credited to your points balance.

Through Vault Code Entry

You’ll earn points when you enter unused, unexpired and valid Vault Codes at www.fragrantjewels.com/vault. A Vault Code is the code that comes with your ring inside your product. The very first time you enter a Vault Code you’ll also earn Bonus points.

Can I transfer points from one account to another?

No, points cannot be transferred among different accounts or combined from multiple accounts into a single one.

What happens to my points if I cancel an order?

The cancellation of an order will result in a deduction of all points earned in connection with the order that is cancelled. In the case of an order that is partially cancelled and refunded, those points attributable to money refunded will be deducted.

Do my points expire?

Nope!

How do I redeem rewards?

While in Rewards Boutique or your cart, you can view the available rewards selection and add rewards to your cart. You need to be signed in to your fragrantjewels.com account to add rewards to your cart, and a merchandise purchase is required to redeem rewards. When your order ships, your rewards will be included with it. However, if you have redeemed an experiential reward that cannot be shipped--such as a trip or a shopping spree--you will be asked for your contact details when you complete your order, and we will contact you to coordinate the next steps. Whenever you redeem a reward, be sure to keep your order number as reference for the reward you have redeemed.

Is there a limit to how many rewards I can redeem with one single order?

Nope! As long as you have enough points, you can redeem as many rewards as you like with your order. It’s totally up to you - you can split your points up for multiple rewards, use only part of your points for one reward, or use them all towards a single reward.

Can I redeem multiples of the same rewards?

In most cases, yes. But we have a few rewards where there is a ‘1 per customer’ limit.

How do I claim my birthday gift?

To qualify for a birthday gift you must have submitted your birthdate on your account page

If you qualify, you will be able to claim a birthday gift once each year without having to spend any points for it.

During your entire birthday month and 14 days before or after your birthday, in your cart you will have access to ‘birthday gifts’ selection. Click "Claim Your Birthday Gift" to reveal the Birthday Gift selection. If your status is Gold, you can select a gift from the regular birthday gifts section (Rewards ranging from 100 Rewards points to 120 Rewards points); if your status is Platinum, you can select a gift from regular or premium birthday gifts section (Rewards ranging from 100 Rewards points to 200 Rewards points). A merchandise purchase is required to claim your birthday gift but you will not need to use any points for it.

What is status?

Your status determines your program benefits. Currently there are 2 tiers: everyone begins with Gold Status and the next level is Platinum Status. Customers with Platinum status enjoy more benefits like Triple Points Days, Platinum-only offers, Premium Birthday Gifts, private hotline and more.

How do I achieve Platinum status?

Customers who spend a minimum of $200 on merchandise (excludes taxes and shipping) during one calendar year (Jan-Dec) reach Platinum status. Platinum status is good for the calendar year in which you qualify and the following full calendar year.  Customers with Platinum status enjoy more benefits like Triple Points Days, Platinum-only offers, Premium Birthday Gifts, private hotline and more.

Where can I view my points balance and status?

You can view your points balance and status on your Account page, in the Rewards Boutique and several other pages across www.fragrantjewels.com. Make sure you are signed in to your account to see the most up to date information.

How about Inner Circle members? Do they get extra perks?

Yes! If you are an Inner Circle member you are in luck! Starting with the second month of your membership, you’ll earn double the points (2 points for every U.S. dollar spent) on your monthly Inner Circle order merchandise (excludes taxes and shipping).

How can I join FJ Rewards Program?

There is no fee or registration for FJ Rewards Program. However, to redeem rewards you need to enter your email of record at checkout and must redeem in connection with a purchase of merchandise. If you don’t already have an account on fragrantjewels.com please create one, and then simply start earning points by making purchases and entering Vault codes, and claim your rewards in the Rewards Boutique.

What are the details of the Trip to LA Redemption?

Please see the full details here

What are the details of the Fall 2018 Sweepstakes Rules?

Please see the full details here.

What are the details of the Winter 2018-2019 Sweepstakes Rules?

Please see the full details here.

 

What are the details of the Time to Shine Talent Contest?

Please see the full details here.

What are the details of the Win It Wednesday - Collector's Dream Giveaway?

Please see the full details here.

What are the details of the Win It Wednesday - Satin Edition Giveaway?

Please see the full details here.

What are the details of the Win It Wednesday - Mother's Day Edition Giveaway?

Please see the full details here.

What are the details of the Win It Wednesday - Me Time Edition Giveaway?

Please see the full details here.

What are the details of the IC Exclusive FG Contest - Create Your Dream FJ Fall Product?

Please see the full details here

What are the details of the 2019 - 2020 Sweepstakes Rules?

Please see the full details here

What are the details of the Show Off Your Satin Contest?

Please see the full details here.