Contact information

Need help matching decorations, finding a shipment, or following up on a refund? Start with the contact option below that fits your question. For product help, send the listing link. For order help, include the order number from your confirmation email.

1. Store name

Fernraine Use this name when referring to a purchase made on our official website.

2. Official website

www.fernraine.com Use the store URL when sharing a link to a page you want us to review.

3. Email

hello@fernraine.com Include a brief subject and the details needed for your request. Do not include card details or passwords.

4. Contact form

Use the contact page to send a message. Add a reply email so our team can contact you about the message.

5. Support hours

Monday–Saturday, 9:00 AM–6:00 PM (Pacific Time). Closed on Sundays and public holidays. The hours are in Pacific Time. Check the time difference when contacting us from another region.

6. Product questions

Include the product name or link. Tell us the size, color or other option you are considering and what you need to confirm.

7. Order updates

Provide your order number. Use the order number from your confirmation email so we can identify the purchase.

8. Address corrections

Send the corrected address and order number before dispatch. Include the apartment or suite and postal code in the corrected address.

9. Tracking questions

Include the last available tracking update. Send the tracking number and date of the latest scan when contacting support.

10. Missing deliveries

Tell us when tracking marked the order delivered. Check the carrier delivery note and tell us which delivery locations you have checked.

11. Damaged items

Include photos of the packaging and item. Keep the original packaging and include a description of the damage in your message.

12. Returns

Name the item you want to return. Include the quantity and reason for the request. Wait for return instructions before mailing items.

13. Exchanges

List the item and your preferred replacement. Specify the size, color or other option you want for the replacement.

14. Refund updates

Include the order number and return tracking reference. Include the date of the return and the payment method type without sharing account numbers.

15. Privacy and legal inquiries

Identify the policy or privacy request in your message. Use a clear subject and identify the information or policy you are asking about.