Returns & Refunds
Changed your mind? We want you to feel confident shopping with Fenn. Here's everything you need to know about returns, exchanges and refunds.
Returns Made Simple
We offer returns and exchanges on eligible purchases made through our online store.
Returns Period
Contact us within 30 days of receiving your order to request a return or exchange.
UK Returns
Enjoy complimentary return postage on eligible UK returns. We'll provide a returns label once your request is approved.
Find Your Perfect Fit
Need a different size or want to discuss an exchange? Contact our team within 30 days of delivery.
For customers outside the UK, returns are accepted within 30 days, but return postage costs are the customer's responsibility. We recommend using a tracked postal service.
How to Return an Item
Returning something? Follow these simple steps to get started.
Get in Touch
Email our Customer Service team at contact@fennjewellery.com within 30 days of receiving your order.
Receive Instructions
Once your return is approved, we'll provide instructions on how and where to send your jewellery.
Send It Back
Follow the return instructions provided by our team. UK customers will receive a free returns label.
Please contact us before sending any items back. Returns sent without prior authorisation will not be accepted, except where required by law.
What Can Be Returned?
Return eligibility depends on the items in your order. Some products have additional restrictions.
Eligible Returns
Most items purchased through our online store can be returned within 30 days of receipt, subject to our returns policy.
Please contact us before returning your order so we can confirm eligibility and provide instructions.
Non-Returnable Items
We are unable to accept returns or exchanges on engraved jewellery or pierced jewellery, such as earrings, for hygiene reasons, unless the item is faulty.
Additional restrictions may be stated on individual product listings. Please contact us if you're unsure.
Exchanges & Refunds
Once we've received your return, here's what you can expect.
Exchanges
Exchanges can be arranged within 30 days of receiving your order, subject to eligibility.
For UK orders, eligible exchanges are available without additional charge.
International customers should contact our team to discuss available exchange options.
Refunds
Once your return has been received and inspected, we'll let you know whether your refund has been approved.
Approved refunds are normally issued within 5 working days of your return being received and processed.
Refunds are made to your original payment method where possible. Your bank or payment provider may take additional time to make the funds available.
International returns may take longer to reach us due to extended shipping times and customs processing. This may affect when your refund can be processed.
UK & EU Cancellation Rights
In addition to our 30-day returns policy, customers in the UK and European Union may have statutory cancellation rights when shopping online.
United Kingdom
UK consumers purchasing goods online generally have the right to cancel their order within 14 days after the day they receive their goods, unless an exemption applies.
After notifying us of your cancellation, you must return the goods within a further 14 days.
For eligible cancellations, we'll refund the product price and the cost of standard delivery, where applicable. Additional charges for express or premium delivery may not be refunded.
Refunds will be made within 14 days of receiving the returned goods or evidence that they've been sent back.
European Union
EU consumers purchasing goods online may have the right to cancel their order within 14 days after the day they receive their goods, unless an exemption applies.
Once you've notified us of your cancellation, you must return the goods within a further 14 days.
For eligible cancellations, we'll refund the product price and the cost of standard delivery, where applicable. Additional charges for express or premium delivery may not be refunded.
Refunds will be made within 14 days of being informed of your cancellation. We may withhold the refund until the goods are returned or you provide evidence of having sent them back.
For further information about your cancellation rights, please read our EU Right to Withdraw Policy .
Statutory cancellation rights are separate from our voluntary 30-day returns policy. Certain products, including personalised goods and some sealed hygiene-sensitive items, may be exempt from cancellation rights where permitted by law.
Nothing in this policy affects your statutory rights, including rights relating to faulty, damaged or incorrectly described goods.
Damaged or Incorrect Items
Please inspect your jewellery when it arrives. If an item is damaged, defective or isn't what you ordered, contact us as soon as possible.
Our Customer Service team will help resolve the issue and advise on the next steps.
Your statutory consumer rights remain unaffected by our standard returns exclusions.
Need Help with a Return?
Whether you'd like to arrange a return, request an exchange or have a question about your refund, our team is here to help.
Contact Us