Right to Withdraw
Information about your right to cancel an order, return your jewellery and receive a refund under EU consumer protection legislation.
Changed Your Mind?
If you are a consumer purchasing from an EU country, you generally have the right to withdraw from an eligible online purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receives your jewellery.
If your order contains multiple items delivered separately, the withdrawal period begins when the final item is received.
To meet the withdrawal deadline, you only need to notify us of your decision before the 14-day period expires.
How to Withdraw
If you would like to cancel an eligible order, follow the steps below.
Let Us Know
Contact our customer service team with a clear statement that you wish to withdraw from your purchase. Please include your order number to help us identify your order.
Return Your Jewellery
Our team will provide the relevant returns instructions and return address. You must send your jewellery back within 14 days of notifying us of your withdrawal.
Receive Your Refund
We will process your refund in accordance with your statutory rights once the applicable refund conditions have been met.
Good to Know
Everything you need to know about returning an order under your right to withdraw.
Notifying Us
To exercise your right to withdraw, you must inform us of your decision through a clear statement before the withdrawal period expires.
You can contact us by email, use our online withdrawal function or send us the model withdrawal form provided below.
You are not required to use the model withdrawal form or provide a reason for your decision.
Our customer service team will provide the relevant return instructions and address.
Returning Your Order
You must send your jewellery back without undue delay and no later than 14 days after informing us of your decision to withdraw.
You are responsible for arranging and paying the direct cost of returning your order. Our free returns service is available to UK customers only.
We strongly recommend using a tracked postal service and retaining your tracking information and proof of postage until your refund has been processed.
The return deadline is met if you send the goods before the 14-day return period expires.
Refunds
If you withdraw from an eligible purchase, we will reimburse the payments received for the goods covered by your withdrawal, including the applicable original standard delivery costs.
If you selected a delivery service more expensive than our least expensive standard delivery option, we are not required to refund the additional delivery charge.
Refunds will be made without undue delay and no later than 14 days after we receive your decision to withdraw.
We may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent them back, whichever is earlier.
Refunds will be made using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not incur any fees from us for receiving your refund.
Condition of Returned Jewellery
You may inspect your jewellery to establish its nature, characteristics and suitability, as you would when examining an item in a shop.
You may be responsible for any reduction in the value of the jewellery resulting from handling beyond what is necessary for this inspection.
Where permitted by law, an appropriate deduction may be made from your refund to reflect any such reduction in value.
Your Statutory Rights
Nothing on this page affects your statutory consumer rights, including your rights where jewellery is faulty, damaged or not as described.
If there is a problem with your jewellery, please contact our customer service team so we can assist you.
Exceptions to the Right to Withdraw
The statutory right to withdraw does not apply to certain types of goods. For Fenn jewellery, this may include:
- Jewellery made to your individual specifications or clearly personalised, including items engraved with your chosen names, initials, dates or messages.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. This exception may apply to certain pierced jewellery where the legal conditions are met.
These exceptions do not affect your statutory rights if an item is faulty or not as described.
Model Withdrawal Form
You may use the following form to notify us of your decision to withdraw from an eligible purchase, but you are not required to do so.
You can copy the information below into an email and send it to our customer service team.
Withdrawal Notification
To:
Fenn Jewellery
C/O Gecko Trading Ltd, 9 Crittall Road, Witham, Essex, UK, CM8 3DR
contact@fennjewellery.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Goods OrderedA signature is only required if this form is submitted on paper. Delete whichever of "I/We", "my/our" and "Ordered On / Received On" does not apply.
Need Assistance?
If you have any questions about exercising your right to withdraw, please contact our customer service team. We will be happy to explain the returns process.
Customer Service
contact@fennjewellery.com
Fenn Jewellery
C/O Gecko Trading Ltd, 9 Crittall Road, Witham, Essex, UK, CM8 3DR