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FAQs

The very best of fine jewellery and ethical gold standards. For them, for you and for the next generation

Our FAQs are in place to ensure you receive only the best service, product and answers to your questions. We aim to cover questions on each aspect of our product, service and Aftercare offering. Please click through to each section of our FAQs and reach out to our Concierge team for any further questions and clarification.

Aftercare

Do you offer a lifetime manufacturing warranty?

We are proud to offer a lifetime manufacturing warranty for pieces that have been deemed as such by our workshop.

This does not include standard wear and tear or damage as a result of heavy wear or superficial impact.

On rare occasions, manufacture defaults such as metal porosity may pass through our three-phase quality control process as it is an internal issue not visible with the naked eye, which would be considered a manufacturing default.

What is the Aftercare package?

Our industry-leading Aftercare membership is an annual fee of £105 and incorporates a number of services designed to keep you jewellery safe and sparkling for years to come.

Services include:

- Annual service check.
- Tightening and adjustment of claws.
- Reshaping or resizing of your ring band.
- Accent stone replacement, not including Trilogy diamonds.

What's the difference between a manufacture default and general wear and tear?

We hope you absolutely love your Fenton heirloom and with the right care it is designed to be worn and enjoyed every day.

However, please note that everyone has a different version of their everyday, and the needs of your particular ring may not always suit your everyday lifestyle.

For example, if you weight lift at the gym everyday then we strongly advise you take your ring off, as damage caused by external impact will not be covered under a manufacture warranty. Examples of other everyday tasks we suggest you remove your jewellery for include but are not limited to:

- Swimming.

- Anything involving contact with chemicals (including household cleaning products).

- Any very active activity, including but not limited to horse riding, general farming, general gardening, surfing, go-karting or rock climbing.

Fine jewellery is not made to be indestructible and should be worn and treated with care!

Some small signs of wear are normal and can be addressed which is why we offer our industry-leading Aftercare package, to cover those little wear and tear occurrences and maintain a beautiful, well cared-for piece.

Examples of wear and tear include:

- Small scratches to the band metal.

- A small accent diamond coming loose or being lost.

- Claws catching on material and lifting.

- Rhodium-plating for white gold.

- Small distortion to the band shape (resulting in a slightly more oval shape vs a circle).

- On very rare occasions, fine jewellery can pass through the correct quality assurance processes without a small subset of manufacturing flaws being detected.

This may include:

- Porosity below the surface of the metal in your setting.

Please note however that it would not ordinarily include a ring shank that has flattened or distorted slightly with normal wear and tear or a broken prong.

In any instances where a manufacturing flaw has led to structural instability we take full responsibility to make right any issue there may be with your Fenton piece.

Please read our Care Guide or reach out to our Concierge team should you have any questions here.

What's the difference between a manufacture warranty and Aftercare?

Aftercare

We hope you absolutely love your Fenton heirloom and with the right care it is designed to be worn and enjoyed every day. Please read our Care Guidelines carefully for day to day care and to keep it looking it's best over time we recommend our industry-leading Aftercare Membership is in place to service your ring and take care of any small issues that are caused by regular wear and tear, such as the below:

- Accent diamond replacement
- Metal Polishing
- Claws getting caught and lifting or breaking
- Re-polishing your gemstone
- Re-rhodium plating for white gold
- Amongst other common treatments for normal wear and tear

£105 annually.

Lifetime manufacture warranty

On very rare occasions, fine jewellery can pass through the correct quality assurance processes without a small subset of manufacturing flaws being detected.

An example of this could include porosity below the surface of the metal in your setting which can cause it to warp significantly over time however it would not ordinarily include a ring shank that has flattened or distorted slightly with normal wear and tear or a broken prong. The latter are covered underneath our Aftercare service which is described above.

In any instances where a manufacturing flaw has led to structural instability we take full responsibility to make right any issue there may be with your Fenton piece.

How do I know if the damage to my piece is structural or general wear and tear?

Typically this is something we would need to assess in person in order to determine a manufacture issue or general wear and tear.

Fine jewellery is not indestructible and will damage if knocked or exposed to excess heat or impact.

Keeping your jewellery clean

All jewellery needs a little TLC every now and then!

If you are wearing your piece in the shower, or washing your hands, you may notice a slight dullness of the stone.
Don't panic!
This is likely due to a build up of dirt under the gemstone, and may just need a little at-home clean.

For most gemstones, we advise you to soak your piece in a little soap and tepid water, and then gently scrub with a child's toothbrush (as the bristles are softer).

We do not advise you to soak emeralds in any chemical, only water, as they are porous gemstones and this may damage them.

Some jewellery, for example earrings, may need a little more cleaning than others as they are exposed to more dirt!

Kindly note, as aquamarines are paler gemstones they can appear more dirty, more quickly than darker stones. Please try cleaning your aquamarine jewellery before reaching out to our team as it will not change in colour or sparkle over time, so it’s likely just to be dirty!

General Wear Advice

To preserve your heirloom piece, we recommend removing it before any activities where it may come into contact with chemicals or substances.

These include but are not limited to:

Household activities such as gardening, cooking and cleaning, as heat, bleach and cleaners can cause damage to both precious metals and gemstones.
Wearing jewellery to the beach, swimming pool or jacuzzi, where chlorine can harm your gemstone and metal.
Exercising and sports.
Using lotions, hair products and cosmetics.
Take care around lifting heavy objects so not to knock or catch your jewellery.
We recommend to avoid stacking 18K gold against other metals such as platinum jewellery, as the constant contact could damage the softer 18K gold.

We advise you to remove your jewellery when you sleep. Keep it in its own box away from other polished gold and platinum surfaces which may scratch it.

Emerald and aquamarine specific warnings and care Emeralds and aquamarines are from the same gemstone family and both require delicate treatment.

Do not expose your gemstone to intense heat (over 60°c) and also avoid situations where there will be a dramatic temperature changes, such as going from the freezer to a boiling pan. Try to keep your gemstone away from dish-washing water, any chemicals or body creams as they may strip out the oil that naturally exists within your gemstone, which will reduce clarity.

Wash these gemstones in lukewarm water with no soap additives (that could dissolve the oil) and a soft toothbrush, then dry them with a lint-free soft cloth

Damage due to poor care

Fenton will not be liable in relation to breakages which are caused by the impact that the wearer subjects a ring to and not by any manufacturing flaw.

Certain gems, such as Aquamarines and Emeralds, are softer and more prone to breakage than others, so may not be suitable for a more active lifestyle. However even a diamond will break if hit with the right amount of force at the right angle, so always wear your ring with care. Be aware metal can warp, allowing your band to subtly change shape over time, mirroring the finger you wear it on. 

Loss of pave band or accent stones is classed under regular wear and tear, and the prongs holding these should be checked regularly as part of ring care and servicing.

What happens if I chip my stone?

If you have chipped your gemstone, please do reach out to our team to discuss the next steps.

Chipped, cracked or broken gemstones do not fall under our manufacture warranty and so we will quote you for the replacement of a new stone if we are unable to repair your existing gemstone.

We do advise you take out insurance on your Fenton piece to cover any unexpected repairs!

What if I dent, scratch or crack the metal in my jewellery?

Light scratching is covered by our Aftercare membership, however any structural damage will need assessing by our team who then likely quote the cost for a repair or re-make and any subsequent next steps.

We do advise you take out insurance on your Fenton piece to cover the cost of any surprise repairs!

Is your Aftercare membership valid if I am an overseas customer?

We are able to provide our Aftercare service to overseas customers but will only cover the cost of shipping your piece back out to you, not the return to us!

If you are based in the EU, we work with a jeweller in Germany for simple resizings or polishing.

Can I have my ring resized or serviced with another jeweller?

Should you have any work done on your Fenton piece with a jeweller that is not Fenton, including a resizing, then you will automatically waive any right to a warranty with us.

We are always very happy to help with delivery, returns, repairs and exchanges, so please do let us know what you need and we'll be able to advise on the best next steps!

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