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 hello@fentonandfenton.com.au 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?

Rubbish removal and instalment is available for larger items at an added cost. Please contact hello@fentonandfenton.com.au for a quote. 

Please note, requests for these services cannot be guaranteed.

A carrier has lost an item. What is next?

Please contact hello@fentonandfenton.com.au with the email address you used when placing the order.

I received the incorrect items/missing items in my order. What are my next steps?

Please contact hello@fentonandfenton.com.au with the following information.

• The email address you used when placing the order 
• An image of the item you received

Our team will endeavour to respond with a resolution within 3 business days.

Do you offer rubbish removal and placement of goods in homes?

Rubbish removal is available for larger items at an added cost. Please contact hello@fentonandfenton.com.au for a quote.

Please note, requests for these services cannot be guaranteed.

Please visit our Shipping & Delivery page here for more information

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 7 day return for a change of mind. Your return will be given to you in the form of a store credit.

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.