FAQs

FAQs

THEO FENNELL FREQUENTLY ASKED QUESTIONS

If you are unsure of anything please call us on +44 (0)207 591 5000 or email customerservice@theofennell.com

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 practices that will help in preserving your item. For more in-depth advice, please visit our jewellery care section on the website:

 

  • 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.
  • 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.
WHERE SHOULD I SEND A REPAIR?

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

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.

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 +44(0)20 7591 5000 or come and see our team at the Gallery on the Fulham Road, Chelsea.

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

To obtain information on a discontinued or vintage items, please contact us at customerservice@theofennell.com Call us or pop into our London flagship Gallery. THEO FENNELL will be happy to make appraisals.

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 nevertheless may be available in-store. If you are concerned with the authenticity of your item, please contact us directly. The best thing to do, would be to contact us directly via email: customerservice@theofennell.com or call us on +44(0)20 7591 5000.

I NEED TO 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 +44 (0)20 7591 5000.

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

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

WHERE CAN I PURCHASE THEO FENNELL PRODUCTS?

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

Services Provided

Worldwide Shipping

100% Secured Payments

Free Returns within 30 Days

Flagship

Monday to Saturday 10am to 6pm

+44 (0)20 7591 5000

customerservice@theofennell.com

Christmas Hours

Monday to Saturday 10am-7pm
Thursday 13th & 20th 10am-8pm
Sunday 9th, 16th & 23rd 12pm-5pm
Christmas Eve 10am-4pm

Out Of Hours

We respond to enquiries within 48 hours

+44 (0)20 7591 5000

customerservice@theofennell.com