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Delivery & Shipping

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.

Which courier service do you use?

All UK deliveries are done via DPD. For deliveries outside of the UK our courier service is DHL. On the rare occasion that we do use another courier we will let you know ahead of shipping.

My delivery hasn't arrived, what do I do?

Whichever courier service we use, you will have a tracking number for your parcel.

As the courier services are third party, we don't have much sway in their operations. For any situation out of the ordinary, please contact the courier service, e.g. your item states delivered, but you can't find it. Please do also reach out to our team to let us know of the situation as we will endeavour to do what we can to help as well.

Will I receive a tracking number?

Yes, your courier service will email or text you directly once the shipping label has been created.

Can I expedite/ rush my order?

We can’t guarantee that we’re able to speed up the process of your Made to Order forever jewellery. The quality of your piece is important to us and we want you to cherish it for life, and with so many custom components it’s best not rushed. That being said, if you do have a specific deadline in mind, please get in touch and we’ll do our utmost to help.

Can I collect my ring instead of having it posted?

Of course, please get in touch ahead of shipping to arrange a collection date from our Mayfair HQ.

Can I have a delivery time slot?

If your order has been shipped through DHL: DHL will send you the tracking number directly via email for you to track your order.

If your order has been shipped through DPD: DPD will be in contact with you via text/email with your 1hr delivery time slot.

If you need any help once your order is out for delivery please contact your courier service directly.

Can I change my delivery day after it has been shipped?

You may be able to do this directly with the courier service. However we advise against this if possible as it increases the risk incorrect delivery.

Can I change my delivery address after my purchase?

You may be able to do this directly with the courier service. However we advise against this if possible as it increases the risk incorrect delivery.

Can I change my delivery address to overseas?

Yes, depending where but please get in touch with the concierge team directly. Please note, extra fees may occur due to extra custom duties, including in the European Union due to Brexit.

Can I have it delivered to a neighbour?

You can update your delivery address or safe place by contacting your courier service directly. We’d recommend you’re available to receive your parcel but if that’s not possible make sure they’re someone you trust or change the delivery day to a time more suited.

What if I am not going to be in to receive my parcel?

You can contact the courier directly to seek alternative delivery options. The options are as stated below:

  • Delivery to Neighbour/Safe Place
  • Change delivery address
  • Change my 1 hour delivery slot
  • Return to sender for us to resend on a different day We strongly adivse against having your item delivered to a DPD delivery shop.

Will my delivery have any branding?

Because of the nature of the purchase, we recognise that you might want to keep this a secret. So, we make sure that our packaging is discreet with plain unbranded packaging on the outside so your partner doesn’t see the ring before you’re ready.

How LOng does resizing take?

Typically 10 working days from receipt.

How long does hallmarking take?

Hallmarking can take up to 48 hours.

How long does engraving take?

Engraving can take up to 5 business days.

How long does stone certification take?

Stone certification can take 5 - 10 business days. However, this is subject to change depending on the time of year.

Can I have a same-day repair?

Adhering to our stringent quality control parameters, most repairs at Fenton take around 10 business days. This timing is subject to the nature of the repair and may be extended on a case by case basis.