FAQs

We love to have you at our Central London showroom for in-person appointments. 

You can find our showroom at 53 Duke Street, W1C 2PE, London where we take appointments 6 days a week, on an appointment basis. Note, we also offer selected Manchester appointments - please get in touch with our team to find out more.

Please get in touch with our concierge (call or WhatsApp) on +44 (0) 20 8434 7097 or fill in our one-click appointment form online to book your appointment (physical or virtual).

To allow us to prepare the perfect pieces for your appointment, and give you enough time to try our pieces and ask any questions, we do ask to book appointments via our website.

However, if you are unexpectedly in the area and would like to come and see us, then we can take walk-in appointments, providing there is a member of the concierge team available to see you.

Please note that we will ask for you to call ahead to give us your ETA, full name, contact number and an email address. For security reasons, we also ask for a copy of your ID upon arrival. 

If you have any further questions, please do get in touch with our concierge team!

Please get in touch with our concierge (call or WhatsApp) on +44 (0) 20 8434 7097  and we will try our best to rush your order. Alternatively, please browse our Treasure Box.

All taxes and duties are included in our final price for all EU orders and there will be no uninvited costs from new Brexit trading laws. Note, we are sending with DHL Express and that some orders may take a few extra business days to clear customs.

Yes of course! Our concierge team are on hand for anything you need, please get in touch and we will arrange a call or a virtual appointment via Zoom, Facetime or any platform you feel comfortable with.

Yes! We offer a full exchange or refund if the item is returned to us in unworn condition within 60 days from the day you receive your piece. 

Please note, upon assessment of your returned item, a discretionary re-polishing fee of £60 may be incurred. 

Kindly note, our bespoke orders are exchangeable but non-refundable. The same applies for orders where we source a specific stone colour or shade for you.

Please also be mindful that earrings can only be returned unworn due to hygiene reasons. 

Refunds are returned to the original method of payment. 

Our industry-leading packaging is double tamper-proofed and unbranded in the outside. As a result, it is secure and discreet at the same time.

Yes! We offer worldwide complementary insured delivery on our orders.

All taxes and custom duties are included in our prices. Do please note though that our lead times on EU orders may be slightly longer than advertised on the website due to current ongoing custom and Brexit delays following the end of the transition period (including for rings shipped from the treasure box). 

Please note that we ship internationally via DHL, which is a third-party delivery service. In addition, some destination countries do take longer to complete the customs process. Whilst we cannot control your country’s customs procedure, we encourage clients to get in touch with our Concierge team if you experience any delays in shipping, as we are always on hand to help.

Yes we can (e.g. EU, USA, Canada, Australia). Please get in touch with our concierge to hear more. Please note that you will then be responsible for taxes and duties in your home country, as the ring will be exported from the UK and will undergo custom/VAT charges that will vary based on your home country. Alternatively, you are welcome to check out for the full price advertised on our website, and we will take care of any custom/VAT duties arising in your country for you.

Yes, please let us know what you would like to say and we can have it arrive ready engraved. We have a limit of 16 characters including spaces.

Yes, you can.

We are proud to offer returns and exchange within 60 days of receiving your item. However, if you decide to exchange a ring, it then becomes non-refundable as all our rings are made to order. Should you decide to exchange it again, you are more than welcome to do so, as we want you to be fully happy with your Fenton ring. Note that any price difference may apply or will be awarded via store credit. 

The best way is with an existing ring. Please remember that the same finger on opposite hands may be a different size. If in doubt, the UK average is a size L1/2.

Print Your Ring Size Chart or request a sizer

You can have most rings resized easily and our first resizing, within your 60 days standard exchange/refund period, is complimentary (after this, you can still subscribe to our industry-leading Aftercare package).
If needing to resize full-pave bands either up or down, typically we would have to remake the ring mount so as to ensure a perfect fit and secure diamond settings.
If you are within your 60 days warranty period, this is also free of charge. If you are outside of your 60 days warranty period, this would incur a reduced cost, quoted to you directly based on the ring style.  If you have any further questions regarding resizing a full-pave ring mount, please get in touch with a member of our Concierge team.
Kindly note, that your order becomes non-refundable after we resize a ring for you (with the exception of the treasure box stock items where a resizing is included), but always exchangeable as per our standards T&Cs.

We offer both flat and wed-fit (raised) styles as part of our standard collection for The Trilogy, The Vintage, The Halo and The Solitaire.

Simply select the wed-fit option when customising your ring on our website. For our other styles, we can certainly craft your ring to allow you to wear it next to a wedding band, but this would not be our standard design and so will be considered a bespoke design. This means your ring will be exchangeable but not refundable (all standard warranties apply). Our Treasure Box pieces will state if they are wed-fit in their description, but if you have any questions on the setting style of your ring, please get in touch with our concierge team.

We do offer Aftercare for all our Fenton rings! Please head to this page to learn more.

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.

We use 18K gold as we find it to be the best balance between purity and durability. 18K gold consists of 750 parts out of 1000 pure gold, and the remaining 250 parts consist of other metal alloys such as copper or nickel, depending on the gold colour. This allows us to ensure your Fenton piece is of the highest quality whilst remaining durable for life-long wear.

Yes we do as part of our bespoke orders. We always keep a few small stones in our safe in London so are happy to work with you and create your modern heirloom to fit your budget. Please get in touch with our concierge team to find out more.

All of our Necklace and Pendants styles include a solid chain made from you choice of recycled 18k gold. If you are looking for a Pendant style without a chain, please contact the concierge team who will be able to work on a bespoke commission for you.

Yes, all our chains are hallmarked.

All our Necklace and Pendant styles include a solid 18k gold chain measuring 18 inches with a catch loop to adjust the length to 16 inches if needed. If you are however looking for either a longer or shorter chain length, please contact our concierge team who will be happy to assist you.

Yes absolutely. We love hearing about your bespoke ideas and always hope to be able to bring these to life with our customers.

Yes. As the ring will be created just to your own liking and expectations, we will need to ask for a refundable deposit in advance.

We will then create the rendering for you to approve, and once approved we then take the remaining amount of the payment, at which point your piece becomes non-refundable, and we begin crafting your special design.
For any bespoke piece under £1,500, we require the full payment up front, upon receipt of which we will create the rendering for you to approve. Your payment remains refundable until the rendering has been approved and we move on to the manufacture stage, at which point it becomes non-refundable.

Please note: All of our bespoke pieces are non-refundable, but are fully exchangeable within our 60 day guarantee period so long as the piece is returned to us in unworn condition.

1. Request an appointment with our concierge team who will be able to discuss both the elements and the requirements which will make up your unique design.  Request an appointment with our concierge team, who will discuss your ideas with you and advise on feasibility of your design. This can be done via an in-person consultation, a virtual appointment, or any of our other contact methods such as WhatsApp. 
2. If you have a particular budget to work with, then we will be able to advise on such things as gemstone size, the amount of accent diamonds (if any), and overall design as well to ensure we can work to your given budget. Please note that whilst we are committed to working with any given budget, we are only able to use 18k gold or platinum and natural gemstones. We are unable to work with sterling silver/synthetic gemstones or glass. 
3. Once we have an idea of your perfect bespoke piece, we will be able to provide a first costing for you to approve. If approved, then at this point we take either the full payment if your piece is below £1,500 (which remains refundable until the rendering has been approved and we move onto the manufacture stage), or a refundable deposit of 50% to begin creating your unique design computer rendering.
4. Once you are happy with the design, we will then take the remaining amount due, at which point your piece becomes non-refundable, and we begin sourcing your gemstone and crafting your forever piece!
5. The concierge team will keep you updated throughout the process every step of the way and you should receive frequent updates
6. Your bespoke design will be shipped to you discreetly and insured and wrapped in our beautiful Fenton packaging.

This can vary depending on style, size and gemstone choice. However, we remain true to our brand promise to deliver honest prices to our customers whilst sourcing best quality products. We are also more than happy to aim to work within a particular given budget.

Of course we can. Please let our concierge team know if you have a specific gemstone in mind and we would love to see if we can help you. Even if you are after a gemstone that is not part of our usual 7 stone choices (Emerald, Blue Sapphire, Ruby, Garnet, Yellow Sapphire, Pink Sapphire and Aquamarine), we would love to help you source it and bring your design to life. Please note that specific gemstones shades will make your order non-refundable (while remaining exchangeable).

The process is very much dependent on the intecracy of your final design and gemstone choice (and how easy this is to source for us), but typically we hope to be able to work in a 5-6 week lead-time.

Within our 60 day guarantee period (which begins upon delivery of the final piece to you), you are able to return your bespoke piece for an exchange, however they are non-refundable. Throughout the bespoke process, we will ensure you are happy with the gemstone, the design, the pricing and the lead time, and we will be clear about when your bespoke piece becomes non-refundable, so there are no surprises!

We love customers who use their imagination when thinking of your bespoke design. However, we do need to ensure that requests are not direct copies of another jeweller’s design. We are happy to work with the customer to create something similar, but we will add our Fenton twist to ensure it is authentically Fenton.

Whilst we specialise in rings at Fenton, we can help you with other pieces of jewellery too. If you are looking for a matching pair of Blue Sapphire studs for your Vintage ring or a Ruby pendant to compliment your Ruby ring, these are all designs we have helped customers in the past with already.

At Fenton, we are only able to work with gemstones and diamonds we have sourced ourselves, and precious metal that we know is not only recycled, but up to the quality standards that we must adhere to. We are unable to rework existing jewellery, or set gemstones that we have not sourced ourselves.

Our accent diamonds are all G-H colour and VS clarity range. All of our diamonds are responsibly sourced from verified De Beers sightholders. All our diamonds are natural.

Depending on the ring we use 950 Platinum, recycled 18k yellow, rose or white gold.

Our gemstones are all natural.

Inclusions are elements or characteristics that become part of gemstones during the natural formation process and are part of what make every gemstone unique. Depending on the type of gemstone they manifest differently, for example Emerald inclusions will have more of a spiderweb appearance whereas ruby inclusions often appear cloudy. Inclusions are a natural part of all gemstones and even the best gemstones in the world will have some.

We follow the same guidelines set by other luxury jewellers so will only accept treatments that do not damage or destabilise the gemstone in the long term. Acceptable treatments include heat treatment for sapphires and clear oil for emeralds. We do not accept the use of glass fracture filling, deep diffusion treatment, beryllium or green oil.

We've inspected each of the factories we work with personally and continue to do so on a regular basis. In every factory we work with, we look for the following traits:

1. Safe working conditions.

2. All workers over 18 years old.

3. All workers paid fairly, above prevailing local wage.

4. Women and men are paid the same for the same work

5. Workers are given fair and equal chances for promotion and advancement.

In every country we source from we ensure that:

6.   We source from companies that are world leaders in ethical mining operations

7.   We do not source from conflict zones where gemstone mining may further corruption or violence.

8.   The countries or companies we source from actively support local beneficiation and protection of the local habitat and environment.

9.   Child labour is forbidden within the mining industry.

10.   There are safe and fair working conditions.

We want to be totally honest with you. Despite all these strict measures, we know that these criteria might sometimes be ignored without our knowledge. We visit every factory we work with and every country we source from, ensuring that our team are regularly in place and in touch to make sure that these conditions are upheld.

Our pledge to you is to continually strive to improve the life of every person who touches your Fenton product. With time, we know we can make a difference to the way the industry treats the people that work within it and we thank you for your support 

We buy our gemstones directly from the country of origin in most cases so cut out multiple layers of middlemen to bring you better value and more accountability. We then oversee the whole production process of your ring and export it ourselves to the UK where it is dispatched to you by our team. As a result, we are able to guarantee you an honest price, every day of the year.

Yes we do! You can either use Splitit or Klarna (Note: Klarna is available to UK residents only) to split the cost of your purchase, at no cost to you. Please refer to the below for the differences between Klarna and Splitit and don’t hesitate to get in touch with our concierge team who are ready to help! 

Splitit allows you to split payments into monthly instalments so you can spread the cost of your purchase. When checking out you can select Splitit as an option and you will be redirected to their website to complete your transaction.

To complete your purchase you will need to have a credit card with the total amount of credit available so Splitit can take a pre-authorisation for the amount. That means that if you are purchasing a ring for £2,500 with a 12 month split, you will need £2,500 of available credit but Splitit will only deduct £208 each month, over 12 months.

Unfortunately Splitit cannot accept debit cards, please contact us if you would like to clarify any questions around payment and checkout.

With Klarna, you can split the cost of your purchase between 6-24 monthly installments, interest free*. Unlike Splitit, you are able to use either a debit or credit card. Klarna won’t take a pre-authorisation for the full amount. However, you will be subject to credit and affordability checks. You must be 18+ to apply. As a side-note, the maximum payment that can be put through Klarna is £4,000.

For instance, if you buy a £2,400 ring and choose to split it over the course of 24 months, you will be paying 24 installments of £100/month. However, the agreement shall revoke to an 18.9% APR, should you default on your monthly payment.

An alternative to the use of Klarna is Pay in 3: Please select this option upon checkout to split your purchase in 3 equal installments without any credit check. Please note that this is limited to a basket size below £1000.

Please contact us if you would like to clarify any questions around payment and checkout. Here are more Klarna-related FAQs for Financing and Pay Later/Slice It.

*As long as you make your monthly repayments on time, see T&Cs.

Yes you can, please get in touch with our team and we will help arrange this for you.

Yes, please get in touch with our Concierge team to arrange two separate invoices. Please note that both invoices are to be paid within the same day.

Good news, you can get the Avios (OR Virgin points) credited retrospectively even if you didn't click on the link while purchasing. To do this, you need to lodge a missing points claim on your portal so that we can approve the purchase and the points will then be manually credited to your account (the process might take a little bit longer though).

Should you wish to change your payment method after placing your order, you will need to reach out to our Concierge team. Whilst we offer offer a full refund or exchange on our standard collection within 60 days of receipt of your piece (standard collection excludes earrings and bespoke pieces), you may be charged a fee if changing your payment method post purchase to cover the fees incurred in doing so.

We do not insure your Fenton piece directly, but we have secured you some preferential rates with our partner TH March.
Please use the code "AL184T" when requesting your insurance quote.Fenton will issue a certificate of authenticity with all pieces set with a gemstone of 7x5mm and above, which can typically be used in conjunction with an insurance provider as it provides the necessary details of your heirloom: gemstone, country of origin, size, carat weight, metal finesse and value of the item.

Please note, the certificate of authenticity is not an insurance valuation. Should you require a valuation or more help for an insurance quote, please get in touch with our team who will be happy to assist.

The Fenton Cocktail Collection is an exclusive collection of 10 one-of-a-kind limited edition rings.

Only one of each ring exists in the world, making these pieces incredibly special and unique. Each ring has been created by coupling meticulous manufacturing techniques with recycled 18k gold and consciously sourced gemstones, including Morganites, Spinels and Tourmaline. 

These rings make a statement. Larger than our core collection of rings, they are designed to be worn for occasions and celebrations, such as cocktail parties, dinners and more…! We can’t wait for them to find their special, forever home.

We are able to deliver your one-of-a-kind Cocktail Collection to your door in as little as 48 hours. Please however note that if you require resizing or wish to add engraving to your Cocktail Collection ring, this will extend delivery by an additional 7 days. Each order is delivered free of charge and insured, directly to your door.

Alternatively, we are more than happy to host you in our London showroom to receive your unique piece in your personal concierge appointment and celebrate your special purchase.

No. Each of our Cocktail Collection rings has been designed truly uniquely and can not be customised further. If you however love a design but would want to make changes to it, you can reach out to the concierge team or submit a Bespoke Enquiry Form to discuss your dream cocktail ring designs.

Yes, you can return or exchange your Cocktail Collection ring for up to 14 days after receiving the ring. When you receive your ring it will have a smaller sticker around the band, if this has been peeled or removed, the ring will no longer be refundable or exchangeable. It will also need to be returned in the original packaging, in its brand new condition. 

Please note, that due to the value and uniqueness of the collection the return and exchange timeline differs to our standard policy for made-to-order and Treasure Box rings.

Of course! We would love to host your personal appointment in our London showroom or alternatively, showcase the Cocktail Collection to you virtually.

To make your Cocktail Collection appointment, you can simply book your appointment here.

The Cocktail Collection rings are made to fit a ring size L but can be resized. For more information on sizing, please see here.

Alternatively, please contact our concierge team after placing your order for resizing. Please note resizing and engraving take approximately 10 working days and is included in the price.

All Cocktail Collection pieces have been crafted to the exact quality and ethical standards as all of our Fenton rings. All gemstones used in the process have been sourced consciously from closely audited partners and crafted using recycled 18k gold only.

To find out more about our Fenton mission and craftsmanship promise, please see here.

Oh no - we are sorry you have missed out on your special Cocktail Collection ring. But no need to worry - you can reach out to our concierge team directly via our Bespoke Enquiry Form to make your Cocktail ring dreams come true.

Please note that due to the uniqueness of each of our Cocktail Collection rings, we won’t be able to copy the design one-to-one but are sure we can help you design your dream cocktail ring.

Yes. All Cocktail Collection rings can also be purchased using our financing options available.

To find out more about our financing options see here or reach out to our friendly concierge team with any questions regarding financing here.