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FAQs


German Frequently Asked Questions


  • Do you host in-person appointments in Germany?
      • We do not currently host in-person appointments in Germany, however we would love to organise a virtual appointment with a member of our Concierge team at your convenience. To book, please get in touch or book your slot via our website here. To note, the hourly times are GMT so 1 hour behind.
  • How can I pay via Sofort? 
      • If you prefer paying via Sofort Zahlung this is something we can accommodate for you. Please reach out to our concierge team who will send you your personal link for Sofort payment.  
  • If I need a resizing or repair, do I need to send my Fenton piece back to  the UK?
      • For simple repairs and resizings, we have our partner workshop based in Germany. 
      • Please note that any more complex issues with your Fenton piece may need to be assessed by our HQ team in London. 
      • For more information and a repair / resize form, please get in touch with our Concierge team.

  • Is postage covered by Fenton?
      • All our prices include complimentary shipping. While we will cover costs to send your ring back to you, even after a repair or a resizing, we kindly ask you to cover the postage cost if you need to send us your jewellery for a resizing or a repair.

  • Can I speak to a Concierge in German?
      • Yes, we have German speakers in the team who will be happy to assist you with your Fenton purchase. 

  • If I purchase a piece from the UK, do I pay UK VAT?
      • All of our prices in Euros are complete with German VAT. If you would rather we take it off the price, we can do but any custom duties upon importing our jewellery into Germany will be paid by you as we will send the ring ‘DDU’ (delivery-duty-unpaid)

  • Do I need to pay for shipping?
      • Shipping always remains complimentary but you will be liable to cover the cost of customs and duties (see previous question).

     

  • If I need a ring ASAP, how long does shipping take?
      • All of our pieces are shipped from London, worldwide. Shipping to Germany typically takes 2-4 working days. We ship using DHL Express. If you have any deadlines in mind, please get in touch with our Concierge team who will assist you. 

  • Which carrier do you use to ship?
      • We use DHL Express to ship internationally, and we send you your tracking number via email to allow you to check in on progress.

  • What do your parcels look like and are they discreet?
      • Our industry-leading packaging is double tamper-proofed and unbranded on the outside. As a result, it is secure and discreet at the same time.

  • How can I make sure my ring size is European, not UK?
      • Please see our ring size converter here. 

  • Is your Aftercare Membership valid for EU purchases?
      • Yes our Aftercare Membership is valid for EU purchases. Please see here for more information. 

  • Do you offer financing options for EU purchases?
      • We offer Splitit as a financing option for all orders internationally. Please read here to find out more. 

  • How does Splitit work?
      • Splitit allows you to split payments into monthly installments 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.

  • Can I split my payment across multiple credit or debit cards?
  • Yes you can, please get in touch with our team and we will help arrange this for you.
  • Service and Purchase

    Can I book an in-person appointment with you?

    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).

    Do we have to book an appointment to come into your showroom?

    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!

    I need a ring ASAP, can you deliver it on time?

    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.

    Will I be charged additional duties and taxes for EU orders?

    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.

    Can I speak to someone about my order?

    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.

    Can I return my jewellery?

    Yes! We offer a full exchange or refund if the item is returned to us in unworn condition within 45 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. 

    What do your parcels look like (will my partner know it's from you)?

    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.

    Is shipping free and worldwide?

    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.

    Can you remove the 20% value-added-tax (VAT) for any non-UK orders?

    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.

    Can I get my ring engraved?

    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.

    May I return an engraved item?

    Yes, you can.

    Can I return an item I have already exchanged?

    We are proud to offer returns and exchange within 45 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. 

    How do I figure out the ring size?

    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

    What if I choose the wrong size?

    You can have most rings resized easily and our first resizing, within your 45 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 45 days warranty period, this is also free of charge. If you are outside of your 45 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.

    Are your styles all flat on the finger, or can they be raised to fit a wedding band?

    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.

    Do you offer an Aftercare package?

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

    Why do you use 18K gold in your fine jewellery pieces and not, for example, 14K?

    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.

    Do you offer smaller stone sizes for lower budgets?

    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.

    Do the Pendant Necklace styles come with the chain? And can I buy the Pendant Necklace styles without a chain?

    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.

    Is the chain of your necklaces hallmarked?

    Yes, all our chains are hallmarked.

    Can I choose my necklace chain style and length?

    All our Necklace and Pendant styles include a solid 18k gold chain measuring 16 inches with a catch loop to adjust the length to 14 inches if wished. 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.

    Bespoke Commissions

    Can I design a Bespoke ring with Fenton?

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

    Do I have to pay a deposit?

    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 45 day guarantee period so long as the piece is returned to us in unworn condition.

    How does the Bespoke process work?

    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.

    How much does a bespoke design cost?

    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.

    Can you source a specific gemstone or gemstone colour for me?

    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).

    How long does the process take?

    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.

    Can I return my bespoke piece?

    Within our 45 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!

    Are there any limits of what I can design with you?

    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.

    Do you just make bespoke rings? Or can I also design other pieces of jewellery with you?

    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.

    Can I make something bespoke out of something I already have?

    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.

    Sourcing and quality

    What quality diamonds do you use?

    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.

    What quality metal do you use?

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

    Are your gemstones natural or lab-grown?

    Our gemstones are all natural.

    What are inclusions?

    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.

    What gemstone treatments do you accept?

    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.

    How do you know your factories are behaving responsibly?

    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:

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

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

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

    4.   Child labour is forbidden within the mining industry.

    5.   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 

    How do you provide better value for money?

    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.

    Financing & Insurance

    Do you offer financing options?

    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! 

    How does Splitit work?

    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.

    How does Klarna work (UK-residents only)?

    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.

    Can I split my payment across multiple credit or debit cards?

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

    Can I pay a downpayment up front and put the remaining balance on financing?

    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.

    I made my purchase via a Shopping portal (Shopsaway or Avios Estore), but did not use the link for tracking.

    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).

    Can I change my method of payment after placing my order?

    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 45 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.

    Can Fenton insure my jewellery?

    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 Cocktail Collection

    What is the cocktail collection?

    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.

    When does the cocktail collection go on sale?

    Each of our Cocktail Collection pieces is truly unique and one-of-a-kind so we wanted to ensure you are able to browse and discover the collection before our rings go on sale. The sale will be live from the 27th of September from 10am until sell-through. 

    Please reach out to your concierge team if you have any questions and make sure you sign up to our waitlist here to receive a Sale release reminder.

    What are the delivery timelines of the cocktail collection?

    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.

    Can I still make changes to the cocktail collection ring design?

    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.

    Can I return or exchange my cocktail collection ring?

    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.

    Can I try the cocktail collection rings on?

    Of course! We would love to host your personal appointment in our London showroom or alternatively, showcase the Cocktail Collection to you virtually. We will be hosting appointments from 13th September.

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

    What ring size are the cocktail collection rings? And can I get the cocktail collection ring resized?

    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 1 week and is included in the price.

    How have the cocktail collection rings been crafted?

    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.

    Sadly the ring I liked is already sold out. What can I do?

    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.

    Do cocktail collection purchases count towards my karma club points?

    Absolutely! Each Cocktail Collection purchase will also contribute directly to your Karma Club points balance which you can check in your accounts page here.

    Not a Karma Club member yet? You can sign up to the Fenton Karma Club in a few simple steps here and become a member in a few simple steps to unlock sparkling, exclusive jewellery rewards.

    Can I pay for a cocktail collection ring using financing options (i.e. Splitit, Klarna)?

    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.

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