Frequently Asked Questions

Welcome! We’ve answered some of our most frequently asked questions below. If you need additional help, contact us at customerservice@fernandoandjames.com.

Orders and Products

Are all Fernando & James products handmade?

Our signature crocheted toys are handmade by talented Fernando & James artisans. Most of these special pieces are original designs created by us and brought to life by our artisans, with close attention to quality, craftsmanship, and every little detail.

We also offer thoughtfully selected books, activities, and other products from small brands we love through our F&J Favorite Brands collection. These curated products are not handmade by Fernando & James, and each product description includes additional information about the item and its maker.

Will handmade products look exactly like the pictures?

Because handmade products are created individually, slight variations in stitching, size, placement, or color may occur. These small differences are part of what makes each handmade piece special. They are not considered defects.

How should I care for my product?

Care instructions vary by product. Please follow the instructions provided on the product page, packaging, or product tag. If you are unsure how to care for an item, contact us before washing or cleaning it.

Are your products safe for babies and children?

We thoughtfully select products and materials with little ones in mind. Always follow the age recommendations, warnings, and care instructions included with each product.

Remove all packaging before giving an item to a child. Children should be supervised as appropriate, and products should be inspected regularly for wear or damage. Discontinue use if an item becomes damaged.

Personalized Products

How do I submit personalization details?

Personalization fields are available on eligible product pages. Please enter the requested information carefully and review all names, dates, times, measurements, spelling, capitalization, and design selections before adding the product to your cart.

We create personalized products using the information submitted with your order.

Can I change personalization details after placing an order?

Contact us immediately at customerservice@fernandoandjames.com with your order number and the corrected information. We will make the change when possible, but changes cannot be guaranteed once production has begun.

Can personalized products be exchanged or returned?

Personalized, customized, and made-to-order products are final sale and cannot be exchanged or returned for store credit unless they arrive damaged, defective, or different from the information submitted with your order.

Please review all personalization details carefully before completing your purchase.

Processing and Shipping

How long does it take to process an order?

Orders are generally processed within 3–5 business days. Personalized, made-to-order, and high-volume orders may require additional processing time.

Processing time is separate from shipping transit time. We process and ship orders Monday through Friday, excluding holidays.

How long does standard shipping take?

Standard shipping generally takes approximately 5–7 business days after processing. Delivery dates are estimates and cannot be guaranteed because carrier delays and other circumstances may be outside our control.

Tracking information will be emailed when your order ships.

Do you offer free shipping?

Orders of $75 or more shipped within the contiguous United States qualify for free standard ground shipping. Oversized items or orders requiring special handling may not qualify. If additional shipping charges are necessary, we will contact you before shipping the order.

Where do you ship?

We ship to all 50 U.S. states, P.O. boxes, and APO/FPO addresses. We do not currently offer international shipping.

Do you offer free local delivery?

Yes. Free local delivery is available for eligible addresses located within 10 miles of our studio in Murfreesboro, Tennessee.

Enter your complete delivery address during checkout to determine whether local delivery is available. Addresses outside the delivery area may select one of the available shipping options.

Do you offer local pickup?

No. We do not currently offer customer pickup or operate a public retail storefront.

Can I expedite my order?

Expedited shipping may be available by request. Contact us at customerservice@fernandoandjames.com before ordering so we can review product availability, processing time, and shipping options.

Expedited shipping does not necessarily shorten the production time required for personalized or made-to-order products.

Changes, Exchanges, and Order Issues

Can I change or cancel my order?

Contact us as soon as possible at customerservice@fernandoandjames.com. We will try to accommodate your request, but changes and cancellations cannot be guaranteed after an order has entered processing or production.

Personalized and made-to-order items cannot be canceled once production has begun.

What is your exchange policy?

All purchases are final, and we do not issue refunds to the original form of payment. Eligible unused items may be exchanged or returned for store credit within 15 calendar days after delivery.

Personalized products, made-to-order products, digital downloads, sale or clearance items, and gift cards are not eligible. Please review our Returns & Exchanges Policy for complete terms and instructions.

What should I do if my order arrives damaged or incorrect?

Inspect your order when it arrives and contact us promptly at customerservice@fernandoandjames.com if an item is damaged or defective, or if you received the wrong product.

Include your order number and clear photographs of the product, packaging, and shipping box when applicable. We will review the issue and work with you to make it right.

What should I do if my package is missing?

First, check the tracking information, delivery location, surrounding property, and with members of your household or neighbors. Carriers occasionally mark packages as delivered shortly before the package arrives.

If you still cannot locate it, contact the shipping carrier and email us at customerservice@fernandoandjames.com so we can help provide information needed for a carrier claim.

Gift Cards and Events

Do you offer gift cards?

Yes. Fernando & James gift cards are available online and can be used toward eligible purchases on our website. Gift cards are final sale and cannot be exchanged for cash except where required by law.

Where can I shop with you in person?

Fernando & James participates in markets, craft shows, and special events throughout the region. Visit our Upcoming Events page for current dates and locations.

Contact Us

Still have a question? Email customerservice@fernandoandjames.com, and we’ll be happy to help.