FREQUENTLY ASKED QUESTIONS

JEWELLERY
WHAT SHOULD I DO TO MAKE SURE MY THEO FENNELL ITEM CONTINUES TO LOOK FANTASTIC FOR A LONG TIME?

Product care differs from piece to piece, depending on the type of materials and embellishments used to create your special item. Below is a list of simple practises that will help in preserving your item.

• Keep your item clean with a soft dry cloth.

• Avoid contact with perfumes, spirits or petroleum products as these may react badly with the materials used to create your piece.

• Avoid abrasions as scratching may eventually affect the materials used

• If you are about to undertake heavy physical work, remove your jewellery

• If your watch has a leather strap or bracelet, do not wear it too tightly fastened or expose it to water

• Avoid subjecting your item to rapid changes in temperature.

• When not being worn, keep your piece in a cool dry place that offers the item protection

• Your item must be returned to THEO FENNELL directly for servicing and any other necessary repairs.

IS IT POSSIBLE TO HAVE MY JEWELLERY ENGRAVED?

It is possible to engrave THEO FENNELL jewellery pieces. We recommend that you take your creation to our Flagship Gallery. Contact us via email: customerservice@theofennell.com or call us on 020 7493 4534.

I NEED ALTER THE SIZE OF MY PRODUCT, OR NEED TO REPAIR A STONE SETTING OR SIMILAR, HOW SHOULD I PROCEED?

Simply contact us via email: customerservice@theofennell.com or call us on 020 7591 5000.

WHERE SHOULD I SEND A THEO FENNELL ITEM THAT NEEDS REPAIRING?

Our repairs and after-sales department are located within our Flagship Gallery, situated at 169 Fulham Road, Chelsea, London, United Kingdom, SW3 6SP and can be contacted via customerservice@theofennell.com or call us on 020 7591 5000.

If the repair is covered under guarantee, the repair is generally conducted free of charge. If the repair is not covered under guarantee, the price depends on the nature and complexity of the repair as well as the cost of the parts and labour needed. We will not conduct any repairs, which are not under guarantee, without first providing an estimate for approval. The guarantee becomes void in the event that any person not duly authorised by THEO FENNELL Limited, or its representatives attempts to repair.

PURCHASING
WHERE CAN I PURCHASE THEO FENNELL PRODUCTS?

You can purchase THEO FENNELL products from our Fulham Road Flagship Gallery in London, via our official website www.theofennell.com

DO I NEED AN APPOINMENT TO VISIT THE THEO FENNELL STORE?

Not at all, please feel free to come and browse our store anytime. We recommend contacting us directly via email: customerservice@theofennell.com or call us on 020 7591 5000 for specific queries.

HOW CAN I SEARCH FOR ITEMS ON THE WEBSITE?

Do you know what it is you are looking for? If so type it into the search box at the top of every page and click on the magnifying glass.

CAN YOU TELL ME IF YOU’RE GETTING AN ITEM BACK IN STOCK?

We recommend contacting us directly via email: customerservice@theofennell.com or call us on 020 7591 5000 for specific product queries.

HOW CAN I BE SURE I AM BUYING A GENUINE THEO FENNELL PRODUCT?

First, make sure you buy your items from either the THEO FENNELL Flagship Gallery or from our official website: www.theofennell.com. If in doubt, please contact us via email: customerservice@theofennell.com

ARE THEO FENNELL ITEMS SOLD OVER THE INTERNET?

We sell our products directly via our official website: www.theofennell.com

I CANNOT FIND MY PURCHASE ON YOUR WEBSITE. DOES THAT MEAN IT IS A COUNTERFEIT OR A DISCONTINUED PIECE?

The fact that your item does not appear on our website does not necessarily mean it is a counterfeit or a discontinued item. Indeed, our website displays a selection of all THEO FENNELL pieces available: some items may not appear on our website but may be available in-store. If you are concerned with the authenticity of your item, please contact us directly via email: customerservice@theofennell.com or call us on 020 7591 5000.

HOW CAN I OBTAIN INFORMATION ON A DISCONTINUED THEO FENNELL ITEM AND CAN I GET AN APPRAISAL?

To obtain information on a discontinued or vintage item, please contact us at customerservice@theofennell.com, call us on 020 7591 5000 or visit our London Flagship Gallery. THEO FENNELL will be happy to make appraisals.

HOW CAN I OBTAIN THE PRICE OF MY THEO FENNELL ITEM FOR INSURANCE PURPOSES?

To obtain the price of your THEO FENNELL item for insurance purposes, please contact us directly via email: customerservice@theofennell.com, call us on 020 7591 2000 or visit our London Flagship Gallery.

ACCOUNT

I CREATED AN ACCOUNT ON YOUR WEBSITE BUT DID NOT RECEIVE THE CONFIRMATION EMAIL. HOW SHOULD I PROCEED?

• Please check your spam or junk mailbox, the confirmation email may have been automatically redirected.

• You might have made a spelling mistake in your email address. In this case, we suggest you create a new account.

I’M HAVING TROUBLE SIGNING INTO MY ACCOUNT

If you receive a message that says your email address/password isn’t recognised, follow the steps below:
• Make sure you are using the same email address and password you registered with.
• If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
• Contact us directly via email: customerservice@theofennell.com, call us on 020 7591 2000.

WHAT CAN I DO IF I’M NOT RECEIVING EMAILS FROM THEO FENNELL?

• Check your junk/spam
• Check your email address
• Contact us directly via email: customerservice@theofennell.com, call us on 020 7591 2000

HOW CAN I UNSUBSCRIBE FROM YOUR EMAILS?

If you no longer wish to subscribe to ASOS emails, you can unsubscribe simply by clicking on the unsubscribe link in one of our emails.

I’M HAVING TROUBLE ACCESSING YOUR WEBSITE. WHAT SHOULD I DO?

If you’re having trouble with the website we’d suggest you try the following:

STEP 1
You may need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information see our cookie policy).

STEP 2
Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

We also suggest that you use the latest version of your operating system provider eg. Windows, OSX etc.

STEP 3
Contact us directly via email: customerservice@theofennell.com, call us on 020 7591 2000.

ORDERS
CAN I AMEND MY ORDER AFTER I’VE PLACE IT?

We can’t make any changes once you’ve placed your order. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead by logging into your account.

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact us via email: customerservice@theofennell.com or call us on 020 7591 2000 with the following information:
• The order number
• The faulty item’s name and description
• A description of the fault

CAN I HAVE ITEMS SENT TO SOMEONE AS A GIFT?

If you want to send something to someone as a gift then you can use their address as the delivery address for your order.

ARE MY DETAILS SAFE WHEN ORDERING ONLINE WITH THEO FENNELL?

Safer than it’s ever been. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

DELIVERY
WHAT SHOULD I DO IF MY ORDER HASN’T BEEN DELIVERED YET?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as our delivery partner will deliver to the place not the person.

CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS?

For your security we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted our delivery partner will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

WHAT HAPPENS IF I’M NOT IN WHEN MY ORDER ARRIVES?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more than once. Alternatively they’ll leave a card confirming that they’ve either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

WHAT IS THEO FENNELL’S APPROACH TO PACKAGING?

We’ve invested a huge amount of time and resources into making sure our current packaging is as sustainable and environmentally friendly as it can be. We believe our current packaging set-up is the most sustainable we can achieve right now.

RETURNS
WHAT SHOULD I DO IF MY REFUND IS INCORRECT?

We’re really sorry if we’ve made a mistake with your refund. If this is the case please contact us via email: customerservice@theofennell.com or call us on 020 7591 2000.

CAN I RETURN AN ITEM FOR AN EXCHANGE INSTEAD OF A REFUND?

You can return an item for an exchange within 20 days?, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

If the item is out of stock in the size or colour you have opted for, then a refund will be processed instead.

If you want a different item, the item you want is sold under a different product code, then you’ll need to return the unwanted item for a refund and place a new order.

CAN I RETURN MORE THAN ONE ORDER IN THE SAME PARCEL?

If you need to return items to us from different orders then you can send them back to us in one parcel. However, both orders must have been places using the same Theo Fennell account.

WHAT HAPPENS TO MY REFUND IF MY CARD IS NO LONGER IN USE?

Your refund will still go back onto the card used on your order as long as the card account is still open.

When a card is lost, stolen or cancelled, we can still refund that card. We can’t refund your order to a different card.

If you’ve not received your refund 10 working days after it was completed by us, please get in touch via email: customerservice@theofennell.com or call us on 020 7591 2000.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

We’re really sorry if we made a mistake. If you asked for a replacement and got a refund instead, it’s probably because the item you wanted is no longer in stock.

If you wanted a refund and we sent you a replacement item, please contact us via email: customerservice@theofennell.com or call us on 020 7591 2000.

If you’ve returned items from different orders in the same parcel and haven’t been refunded for all items, please allow 24 hours for all items to be processed.