How long do I have to return or exchange an item?
If you are unsatisfied with your purchase, you have the option of returning it for a refund. To learn more, check the Return Policy.
Any item purchased from Fennabella can be returned, including personalized items.
To get in touch with us concerning a return or cancellation, please email us at [email protected].
How do I return an item for exchange or a refund?
If you would like to return an item for a refund or exchange simply email us at [email protected]. Within 24 hours one of our customer service reps will follow up with you with details on how to receive your refund or exchange your order.
How long will my refund take?
Once we receive the returned product from you, your refund will be processed, and it will be placed back in the account that you purchased the item from within 3-5 business days.
How can I return or exchange a gift?
To return or exchange a gift please email us at [email protected]. One of our customer service reps will follow up with you within 24 hours with instructions on how to proceed with the refund or exchange process.
Can I cancel my order?
Yes, you can easily cancel any order you make. If you would like to cancel your purchase, please contact us at [email protected] with your order number and full name. Cancellations will be processed on the day we receive your cancellation request.
SHIPPING AND DELIVERY
How long does shipping take?
As most of our jewelry items are personalized, making your special and unique piece is something that is included in the shipping time frame.
From the day that your order is placed shipping in the United States and Canada takes 2-3 weeks and international orders take 3-4 weeks.
DELIVERY
What are your shipping options?
We offer free shipping on all jewelry orders over $100
Will I have to pay international taxes & duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped.
Each customer is responsible for any customs charges that may be applied to international shipments. Fennabella has no control over these charges and is not responsible for any actions taken by customs or delivery services.
ORDER STATUS AND DETAILS
How can I check the status of my order?
You can quickly and easily check the status of your order in your Fennabella Account. Simply login to your account first. Click on the ‘My account’ link on the bottom bar of the homepage. Once you are logged in click on “My Orders” in the menu list on the left hand side of the page.
I received the tracking link, but it’s not working
If the link is not yet active when you receive our email, please allow 24 to 48 hours for the system to update. Tracking numbers need time to become activated by the carrier’s tracking system.
I log into my account, but I cannot see my Order
If you cannot see your order in your account, it usually means that you created an account with us after you submitted your order as a guest. Please send us an email about this issue at [email protected] and we will quickly link your order to your account and you will be able to view it there.
I placed an order with you, but I made a mistake. How can I fix it?
To fix an order just send us an email with your order number and the customer’s name of the order to [email protected] and we will take care of updating your order. Please note, making changes to an order might affect the delivery date.
I placed an order, but I did not receive an order confirmation
If you did not receive an order confirmation email, please send us an email at [email protected] with your full name and one of our customer service reps will get back to you quickly with all of your order information.
PRODUCTS AND GENERAL INFORMATION
What is the quality of your Gold Plating?
For all of our gold-plated jewelry we use high quality 1.5-micron gold plating. However, the durability of an item will highly depend on the care the wearer takes of his or her jewelry. In addition, everyone has different acidic PH levels in the body. The level of acidity in your skin along with moisture can also affect the quality over time of the gold plating of the jewelry. This is why pieces such as rings and bracelets which have more skin contact may be worn overtime than earrings or necklaces. Removing plated jewelry before doing physical activity or taking a shower will also help to keep the plating of the jewelry in the best condition. In addition, we recommend storing your plated jewelry in a sealed plastic bag when not worn to help keep it in good condition.
How can I clean/care for my jewelry?
To keep your jewelry in the best condition that can last through we recommend keeping it in a dry place when not worn.
• You can easily clean your jewelry in several ways. The first is to simply wipe off fingerprints or oil related stains with a soft lint free cloth.
• Sterling silver jewelry can easily be cleaned with a silver polish. You can purchase a quality silver cream at most jewelry stores, drug stores and even supermarkets. Besides polish you can also clean silver jewelry with a little bit of lemon juice or even a little toothpaste on a toothbrush and simply wipe after with a little bit of warm water and a cloth.
I received a ‘Payment Didn’t Go Through’ message, what should I do?
If you receive a message that your payment didn’t go through, please check your billing and personal information to confirm that the credit card number you entered is correct. If you still have trouble after confirming all of your information, please email us at [email protected] and our customer service reps will be happy to assist you.
Do you use secure payment methods?
Yes, our payments are very secure, we work only with payment providers that meet the highest industry standards and guidelines. You do not need to worry when placing an order with us. In addition, we do not store your credit card information and we have no prohibited data storage.
• Sterling silver jewelry can easily be cleaned with a silver polish. You can purchase a quality silver cream at most jewelry stores, drug stores and even supermarkets. Besides polish you can also clean silver jewelry with a little bit of lemon juice or even a little toothpaste on a toothbrush and simply wipe after with a little bit of warm water and a cloth.