Frequently Asked Questions.
Purchasing Orders
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While we do not accept card details for orders over the phone or via email, we are pleased to offer alternative secure payment options.
You can easily place your order through our website or in person with us. If you prefer, we can also facilitate payment via bank transfer.
Please contact us for assistance with these options, and we’ll ensure your order is handled with the utmost care and confidentiality.
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We offer a variety of secure payment options to accommodate your preferences. We gladly accept Visa, MasterCard, American Express, Apple Pay, PayPal, and bank transfers. If you choose to pay by bank transfer, please contact our team for the necessary details. Our goal is to make your purchasing experience as seamless and convenient as possible.
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At this time, we do not offer financing or instalment plans. We understand the importance of flexible payment options and are continually exploring new ways to better serve our clients. However, we do offer a variety of secure payment methods, including credit cards, Apple Pay, PayPal, and bank transfers.
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If you've made a mistake and need to cancel your order, please contact us as soon as possible. We process and dispatch orders quickly, so it may not always be possible to stop your order before it ships. In such cases, you can follow our instructions for returning an item. Exchanges are handled similarly. If you need your exchange to be processed quickly, we recommend requesting a refund by following our return instructions and placing a new order for the desired item. While this will result in two separate transactions on your credit/debit card, it is the fastest way to receive the product you want.
Shipping & Delivery
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We offer a range of shipping options to suit your needs:
UK Delivery – Royal Mail Special Delivery Guaranteed 1pm
Order by 12 PM Monday to Thursday for complimentary next-day delivery with Royal Mail.
Orders placed after 12 PM on Friday will be processed on Monday.
UK Delivery – Royal Mail Guaranteed Saturday
Order by 12 PM Friday and select guaranteed Saturday delivery at checkout for Saturday delivery with Royal Mail. This service is available for a fee of £25.
Click & Collect
Order before 12 PM Monday to Thursday for next-day collection. Simply select ‘Collect in store’ at checkout to pick up your order from our London office. Orders placed on Friday can be collected during opening hours on Monday.
Rest of the World - DHL EXPRESS
Order by 12 PM Monday to Thursday for complimentary 48-hour delivery with DHL EXPRESS.
Orders placed after 12 PM on Friday will be processed on Monday.
Shipping to France, Portugal, or Spain Please note that fine jewellery is a restricted commodity when importing to France, Portugal, and Spain from the UK. A third-party broker will be required to clear your parcel. Faeger cannot facilitate customs clearance on your behalf. We recommend contacting local customs import teams for assistance with approved broker services.
We are here to assist with any questions or additional support you may need.
**Please note that all of our delivery dates are estimated and are in the hands of the delivery service once dispatched from us. They may be subject to change based on any unforeseen circumstances. -
Yes, all of our parcels are pre-insured for your peace of mind. In the unlikely event that a package is lost in transit, we will work closely with Royal Mail to complete their investigation. This process typically takes about two weeks. Each case will be handled individually, and we will keep you informed every step of the way to ensure a satisfactory resolution.
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You can track your order on the Royal Mail or relevant courier’s website. Once your order has been dispatched, we’ll send you a confirmation email with your tracking number. Please note that it may take up to one hour for your order status to update after it has been placed.
Returns & Exchanges
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Please contact us within 30 days of purchase to return or exchange. To qualify, items must be returned in unworn and pristine condition, with all original tags and packaging intact. Please note that bespoke, special orders, rings that have been specifically sized for you and engraved items are not eligible for return or exchange. Additionally, international returns require 28 days to reach us. Ensure that your items meet these criteria to process your return or exchange smoothly.
Check out our Delivery & Returns Policy for more information.
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To initiate a return or exchange, please contact info@faeger-uk.com to start the process. You will need your order number and email address to proceed.
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Bespoke, customised items such as rings that have been resized for you, or engraved items are not legible for returns or exchanges.
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Refunds will be credited to the original method of payment used for the purchase. Once we receive your return at our office, we will process it as promptly as possible.
Typically, refunds are reflected in your account within 30 working days. Please note that working days are Monday to Friday, excluding UK public holidays.
Product Care & Warranty
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Care instructions may differ depending on the unique metals and stones in the piece.
But for general jewellery care tips, please see Jewellery Care.
If there are any questions or concerns, please reach out to us and we would be happy to help.
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All of our jewellery comes with a one year warranty that covers any manufacturer defects.
Just contact us if there are any issues or concerns via info@faeger-uk.com.
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Yes, you can bring your jewellery in for servicing or repairs to our London office, or post them out to us if you prefer.
Please contact us beforehand with details and any relevant photos to help speed up the process.
When sending your jewellery, kindly include a note with your contact details and a brief description of the service or repair needed, so we can easily identify and process your items upon arrival. If you have any questions or need further assistance, please do not hesitate to reach out to us.