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Delivery & Shipping FAQs

What courier service will you be using?

All UK deliveries will be made through 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.

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 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 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 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?

Yes you can, contact your courier service directly to update your delivery day.

Can I change my delivery address?

Yes of course, contact us directly prior to shipping to change your delivery address. Once the item has been shipped, you’ll need to contact DPD directly through the DPD portal. For DHL deliveries, please get in touch and we will be able to make arrangements.

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, However, we wouldn’t recommend that a parcel of this value gets sent anywhere that someone you trust won’t be there to receive it. The options are as stated below:

DPD
  • Delivery to Neighbour/Safe Place
  • Change delivery address
  • Change my 1 hour delivery slot
  • Deliver to a DPD pickup shop


DHL
  • Leave in a safe place
  • Leave with a neighbour
  • Collect from a DHL Parcel UK ServicePoint
  • Collect from the DHL Parcel Depot
  • Change delivery day

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.

Can I exchange my ring?

As per our T&C’s you’re able to return or exchange your Made-to-Order ring within 45 days of receiving it. Rings created through our Bespoke Service are non-refundable but can be exchanged within 45 days.

How long will it take to 'aftercare' my ring?

Please see services below for timings.
  • Resizing: 7-10 business days
  • Re-setting: 10 business days
  • Resizing & Re-setting: 10-15 business days
  • Engraving: 7 business days

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.

Is resizing done on the same day?

To ensure your ring is resized to the highest possible standards, resizing takes 7-10 business days.

Is a repair done on the same day?

Adhering to our stringent quality control parameters, most repairs at Fenton take between 7-10 business days. This timing is subject to the nature of the repair and may be extended on a case by case basis.

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.

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