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Customer Service

ORDERING

All items are handmade by artists and maybe considered unique. There may be some natural variations; but each product is well made and an aesthetic equivalent. If an item is not in stock, the time frame we are working with is dependent on the artist’s ability to produce each item individually. If you are interested in ordering an item that is out of stock, please email us at sales@fire-opal.com for an estimated ship date. 

 

PRODUCT/STOCK INFORMATION

If you are looking for a specific item or artist that you do not see represented on our website, please contact us via e-mail and we would be happy to help you find the product or artist you are looking for. Please note that all of our products that we have available are not represented on our website. 

 

SPECIAL ORDERS

If you are interested in placing a special order with us please email us at sales@fire-opal.com and we will work you and our artists to best accommodate your request. In many cases an artist can produce an item that is customized just for you. All special orders are considered a final sale and no exchanges or returns will be accepted. Special orders are typically processed in 4-6 weeks, but may take longer depending on the work of the artist. Before placing an order we will work with the artist to secure a ship date.

 

SHIPPING

Please allow 3-5 business days for processing after your order is placed. Ground shipping will take an estimated 7-10 business days to reach its destination. All orders are carefully packaged and will be fully insured through FedEx. If you need to expedite your shipment, please contact us immediately. Upon shipment, a tracking number will be emailed to you. 
Please note that FedEx does NOT ship to PO Boxes or APO addresses. All orders will be shipped as residential unless otherwise noted per customer. FedEx will leave the box for you at your door, if this is unacceptable please either ship to a business or email us to alert FedEx that the package must be signed for. Please refer to your tracking number to see when your estimated date of arrival of your package.
In store pick up is available. At check out just select "in store pickup" as your shipping method. we will get in contact with you to set up your pick up time.

 

RETURNS

We want you to be happy with your purchases. If you are not satisfied with the merchandise you received, we will accept returns or exchanges within 5 business days, from the date you have received the item. If you are returning an item that was shipped to you incorrectly or arrived damaged please contact us immediately. Please allow up to 14 business days for exchanges and returns to be processed. We do not refund shipping costs on any returns or exchanges. If we do not receive the item back within 10 business days we will issue store credit. The store credit can be used to purchase items online by contacting the store via e-mail. We reserve the right to refuse returns received after 30 days. Sale Items and or Special Orders are not accepted for returns or exchanges.

RETURNING ITEMS
• Please contact us for a Return Authorization
• Return in any original packing materials and in new condition
• We expect that all garments will be returned in the condition in which they were sent. Garments displaying any wear and tear can not be returned.
• Please include : Name, Address, Contact Information, Date of Purchase and Order Number
• A note indicating the product you are returning and the reason for your return/exchange along with the action you would like for us to take.
• For exchanges there is a shipping fee, which covers the cost of shipping, packaging, tracking and insuring the items. We will contact you for that charge; before shipping. We are not responsible for returns that are lost in transit when shipped back to us. It is recommended that you insure and track your packages. In the event that we are unable to fulfill your request for any reason, we will contact you to discuss alternate options. 
• Fire Opal is not responsible for loss or damage of return shipments. Please package and insure accordingly. When sending products back, the customer is responsible for all shipping costs. 

Fire Opal
attn: online store returns
683 Centre St.
Jamaica Plain, MA 02130

 

PRIVACY

We do not share or sell your personal information to anyone. Our checkout process is secure.