My order has arrived damaged. What are my next steps?
We apologise that you have received a faulty product. Please contact our customer care team at email@example.com and include the following information:
Description of the issue
Images of the damaged item(s) along with images of the packaging the order was received in.
Your email address used when placing the order.Our team will provide you with a resolution within 3 business days.
I have purchased pre-order items with items available now. How will my order be delivered?
Our team will dispatch all in-stock items within 3 business days of purchasing. For pieces purchased as a pre-order, an estimated lead time is provided at the time of purchase and these items will be dispatched once they arrive at the warehouse. If there are any unforeseen delays, we will get in touch by email.Please note that you will receive a consignment number for each delivery.
Do you offer rubbish removal or placement in home delivery services for rural customers?
Please note, requests for these services cannot be guaranteed.
Are you able to place my order in storage until a later date?
We are able to hold orders for up to 14 days free of charge. After 14 days you will be charged for storage accordingly. For further questions, please contact firstname.lastname@example.org.
How long does it take to dispatch an order?
For smaller items we will dispatch your order within 1 - 3 business days*. You will receive an email notification regarding your tracking details once dispatched from the warehouse.
For larger items we will dispatch your order within 3 - 5 business days*. You will receive an SMS that includes the carrier information and reference number. You will then be contacted directly from our carrier drivers to arrange delivery.
For items purchased for pre-order, an estimate on lead time is provided on the product page at time of purchase, and can also be found on your order confirmation.
*During peak periods such as sales or special events, dispatch times may be impacted.
How much do you charge for shipping?
Your final shipping cost will be calculated at the checkout, this is dependent on your order size and location.
What are normal delivery hours?
Our couriers deliver Monday to Friday between 9am to 5pm.
I wish to return an item, can I get it collected?
We always hope you love your Fenton & Fenton piece, but if it isn't quite what you were after we offer a 14 day return for a change of mind. Your return will be given to you in the form of a gift card.
Fenton & Fenton is not liable for shipping charges to get the item back to us, and these costs will be deducted from the credit provided to you.
For smaller items, we will provide a return label which you can attach to the original packaging and drop at a post office to return. They will ask for payment at drop off.
For larger items, we will provide you with a quote for one of our shipping partners to collect the item. We will deduct this cost from the credit you receive. We are unable to facilitate drop off of your items to ensure the safety of our team.
When will my refund be processed?
Once your item(s) is back in our warehouse, we will process your refund. For a change of mind, a digital gift card or credit on your account will be arranged, and this will be available to you within 1 - 3 business days of receiving your item.
For refunds, once you have received an email regarding your refund notification, the funds will be returned to your original payment method. These funds may take up to 10 business days to appear depending on your financial institution.
Managing fulfilment of past Fenton & Fenton Orders & Gift Vouchers
Will Fenton & Fenton fulfil current orders?
The new owners of the business are committed to supporting current Fenton & Fenton customers, with orders fulfilled where possible and gift cards honoured with some conditions.
These orders may incur costs to cover fulfilment & shipping. Every effort is being made to keep these costs to a minimum and will be dealt with on an individual basis.
Will Fenton & Fenton gift cards be honoured?
Gift cards will be honoured with some conditions in accordance with regulations. This may include a requirement to spend the equivalent of the gift card.
Anyone with an unfulfilled order at Fenton & Fenton is encouraged to contact the Fenton & Fenton Customer Hotline at email@example.com. We are rebuilding the team and will get back to you as soon as we can.