Guide & Help

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Welcome to the Fenix Gems Support Hub!

We’re thrilled you’re here! At Fenix Gems, we want your experience with us to be as brilliant as our jewellery. If you have any questions or need a little help, you’re in the right place. Below, you’ll find quick answers to common queries and all the ways to get in touch with our friendly team, right here in Stoke-on-Trent.

Quick Links

Contact Us

Can’t find what you’re looking for in our FAQs? No problem at all! Our dedicated customer support team, based locally in Stoke-on-Trent, is ready to assist you.

Live Chat

For immediate assistance, simply click the chat icon at the bottom right of your screen. You’ll be connected directly with one of our team members.

  • Availability: Monday – Friday, 9:00 AM – 5:00 PM GMT

Email

Send us an email anytime, and we’ll get back to you as quickly as possible. We aim to respond to all email inquiries within 24-48 business hours.

  • Email Address: support@fenixgems.eu

Phone

Prefer to speak to someone? Give us a call during our business hours. We’re happy to help!

  • Phone Number:
  • Availability: Monday – Friday, 9:00 AM – 5:00 PM GMT

Frequently Asked Questions (FAQs)

Ordering

  • How do I place an order? It’s easy! Simply browse our exquisite collection, add your desired items to your basket, and proceed through our secure checkout process.
  • Can I change or cancel my order after it’s been placed? We process orders quickly to ensure prompt delivery. If you need to make a change or cancel, please contact us immediately via live chat or phone. We cannot guarantee changes or cancellations once an order has been dispatched.
  • How do I track my order? Once your order has left our Stoke-on-Trent workshop, you’ll receive a shipping confirmation email that includes a tracking number and a link to the courier’s website, so you can follow its journey to you.

Shipping & Delivery

  • What are your shipping costs? Shipping costs depend on the value and destination of your order. You’ll see the exact cost calculated at checkout before you complete your purchase. We offer free standard shipping on all orders over £75 within the UK.
  • How long does delivery take?
    • Standard UK Delivery: 3-5 business days
    • Express UK Delivery: 1-2 business days
    • Please note: These are estimated delivery times. While we strive for prompt delivery from our Stoke-on-Trent base, occasional delays can occur due to unforeseen circumstances.
  • Do you offer local pick-up in Stoke-on-Trent? Currently, fenixgems.eu operates as an online-only store, and we do not offer local pick-up. All orders are dispatched directly to your specified address.
  • Do you ship internationally? At the moment, we only ship within the United Kingdom.

Returns & Refunds

  • What is your return policy? We want you to be absolutely delighted with your Fenix Gems purchase. You can return most new, unused items within 30 days of delivery for a full refund. Items must be in their original condition and packaging.
  • How do I return an item? Please get in touch with our customer support team to initiate a return. We’ll provide you with a return authorisation and clear instructions on how to send your item back to us.
  • When will I receive my refund? Once we receive and inspect your returned item, we will process your refund within 7-10 business days. The refund will be issued to your original payment method.

Payments

  • What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express) and PayPal for your convenience.
  • Is my payment information secure? Absolutely! All your transactions are handled through a secure payment gateway using industry-standard SSL encryption to keep your personal and financial details completely safe and private.

Shipping & Delivery Information

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Returns & Refunds Policy

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Payment Information

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Privacy Policy

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Terms & Conditions

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We’re committed to providing you with beautiful jewellery and excellent service. We hope this page helps, but if you need anything else, don’t hesitate to reach out!

Shipping Methods

At Fenix Gems, we’re dedicated to ensuring your precious jewellery arrives safely and swiftly. We dispatch all orders from our base in Stoke-on-Trent, UK, using trusted postal services.
UK Shipping Options

We offer the following shipping options within the United Kingdom:
Standard UK Delivery

Cost: £3.95 for orders under £75.
Free: For all orders £75 and over.
Delivery Time: Typically 3-5 business days from dispatch.
Service: Sent via Royal Mail Tracked 48. You’ll receive a tracking number once your order is dispatched, allowing you to monitor its journey.

Express UK Delivery

Cost: £7.95 for all orders.
Delivery Time: Typically 1-2 business days from dispatch.
Service: Sent via Royal Mail Tracked 24. This service prioritizes your delivery for faster arrival. A tracking number will be provided so you can keep an eye on your parcel.

Important Shipping Information

Dispatch Times: We aim to dispatch all orders within 1-2 business days (Monday-Friday, excluding bank holidays) after your order is placed.
Order Tracking: Once your order is dispatched, you’ll receive a shipping confirmation email containing your tracking number and a link to the Royal Mail website to track your parcel.
Delivery Address: Please ensure your delivery address is accurate and complete to avoid any delays. We cannot be held responsible for items delivered to an incorrect address provided by the customer.
Missed Deliveries: If you’re not available when Royal Mail attempts delivery, they will leave a ‘something for you’ card with instructions on how to arrange redelivery or collect your parcel from your local sorting office.
Delivery Delays: While we strive for all deliveries to arrive within the estimated timeframes, please be aware that unforeseen circumstances (such as extreme weather or postal service issues) can occasionally cause delays. We appreciate your patience in such rare events.
Packaging: All Fenix Gems orders are securely and discreetly packaged to protect your jewellery during transit.

International Shipping

 

Terms & Conditions for Fenix Gems

Welcome to fenixgems.eu! These Terms & Conditions (“Terms”) govern your use of our website and the purchase of products from us. By accessing or using our website, you agree to be bound by these Terms. Please read them carefully.
1. About Us

fenixgems.eu is an online e-commerce store operating within the UK. Our registered address is based in Stoke-on-Trent, United Kingdom.
2. Your Agreement

By placing an order with Fenix Gems, you confirm that you are at least 18 years old or are placing an order with the consent and supervision of a parent or guardian. You also agree that all information you provide to us (including your name, address, and payment details) is accurate, complete, and up-to-date.
3. Products
3.1 Product Descriptions

We strive to ensure that all product descriptions, images, and prices are as accurate as possible. However, slight variations in colour, size, and appearance may occur due to the nature of gemstones and photographic limitations. All weights and measurements are approximate.
3.2 Availability

All products are subject to availability. If an item you have ordered is out of stock, we will inform you as soon as possible and offer an alternative or a full refund.
3.3 Pricing

All prices displayed on fenixgems.eu are in GBP (£) and include VAT where applicable. We reserve the right to change prices at any time without prior notice. However, once you have placed an order, the price will remain as stated at the time of purchase.
4. Ordering
4.1 Placing an Order

Orders can be placed directly through our website. Once you have selected your items and proceeded to checkout, you will be guided through the payment process.
4.2 Order Confirmation

Upon successful completion of your order, you will receive an email confirmation. This email signifies that we have received your order request, but it does not constitute acceptance of your order.
4.3 Order Acceptance

Your order is accepted when we dispatch the products to you. At this point, a contract of sale is formed between you and Fenix Gems.
4.4 Order Cancellation by Us

We reserve the right to cancel an order if:

The product is unavailable.
There was an error in the pricing or product description.
Your payment is not authorised.
We have reasonable grounds to suspect fraudulent activity.

5. Payment
5.1 Accepted Payment Methods

We accept major credit/debit cards (Visa, Mastercard, American Express) and PayPal.
5.2 Security

All payments are processed through secure gateways, using SSL encryption to protect your financial details. We do not store your credit card information.
6. Shipping & Delivery
6.1 Delivery Locations

We currently only ship within the United Kingdom.
6.2 Shipping Methods and Times

Details of our shipping methods, costs, and estimated delivery times can be found on our Shipping Methods page. Please note that delivery times are estimates and may vary.
6.3 Risk of Loss

The risk of loss and title for items purchased from Fenix Gems pass to you upon our delivery to the carrier.
7. Returns & Refunds

### 7.1 Our Policy

We want you to be completely satisfied with your purchase. You may return most new, unused items within 30 days of delivery for a full refund. Items must be in their original condition and packaging.
7.2 Non-Returnable Items

For hygiene reasons, and due to the personalised nature of some items, certain products may not be returnable unless faulty. This will be clearly stated on the product page where applicable.
7.3 How to Return

Please refer to our Returns & Refunds Policy page for detailed instructions on how to return an item.
7.4 Refunds

Refunds will be processed within 7-10 business days of receiving the returned item, and will be issued to the original payment method.
8. Intellectual Property

All content on this website, including text, graphics, logos, images, and product designs, is the property of Fenix Gems or its content suppliers and is protected by UK and international copyright laws. You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of the website without our express written permission.
9. Limitation of Liability

Fenix Gems shall not be liable for any indirect, incidental, punitive, special, or consequential damages related to the use of our website or the purchase of our products. Our total liability to you for any claim arising out of these Terms or your use of the website shall not exceed the total amount paid by you for the product(s) in question.
10. Privacy Policy

Your privacy is very important to us. Please review our Privacy Policy page to understand how we collect, use, and protect your personal data.
11. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the English and Welsh courts.
12. Changes to Terms & Conditions

We reserve the right to update, change, or replace any part of these Terms & Conditions at our discretion by posting updates and changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
13. Contact Information

If you have any questions about these Terms & Conditions, please contact us at:

Open Market StallNo.40 Brook St, Huddersfield HD1 1RY United Kingdom

Email: support@fenixgems.eu
Phone:

 

Payment Methods at Fenix Gems

At Fenix Gems, we aim to make your checkout process as smooth and secure as possible, allowing you to focus on the excitement of your beautiful new jewellery. We offer a variety of trusted payment options to ensure your peace of mind.
Accepted Payment Options

We currently accept the following secure payment methods:
1. Credit and Debit Cards

We accept all major credit and debit cards:

Visa
Mastercard
American Express

To pay by card, simply select the ‘Credit/Debit Card’ option at checkout. You will be prompted to enter your card details securely.
2. PayPal

You can choose to pay using your PayPal account.

Select the ‘PayPal’ option at checkout, and you will be redirected to the PayPal website to complete your purchase.
If you don’t have a PayPal account, you may still be able to pay as a guest using your debit or credit card through the PayPal gateway.

Payment Security

Your security is our top priority. All transactions on fenixgems.eu are protected by:

SSL Encryption: Our entire website, including the checkout process, uses Secure Socket Layer (SSL) technology. This encrypts your personal and financial information as it travels over the internet, preventing unauthorised access.
Secure Payment Gateways: All card payments are processed through industry-leading payment gateways that adhere to the highest security standards (PCI DSS compliance). We do not store your credit card information on our servers.
Privacy: We are committed to protecting your personal data. Please refer to our Privacy Policy for more information on how we handle your data.

Payment Troubleshooting

If you encounter any issues during the payment process, please try the following:

Check your card details: Ensure all card numbers, expiry dates, and CVV codes are entered correctly.
Insufficient Funds: Verify that you have sufficient funds in your account.
Contact your bank: Your bank may have security measures in place that prevent certain online transactions. Contact them to approve the payment.
Try an alternative payment method: If one method isn’t working, please try another one we offer.
Clear browser cache/cookies: Sometimes, old browser data can interfere with payment processing.
Use a different browser or device: This can sometimes resolve temporary technical glitches.

If you continue to experience problems, please don’t hesitate to contact our customer support team at support@fenixgems.eu or call us at 01782 123456. We’re here to help!

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Warranty & Services at Fenix Gems

At Fenix Gems, we’re dedicated to providing you with not just exquisite jewellery, but also lasting peace of mind. We stand by the quality and craftsmanship of every piece we sell. Here’s what you can expect from our warranty and services.

1. Our Quality Guarantee & Warranty

We take immense pride in the quality of our jewellery. Every Fenix Gems item undergoes rigorous quality checks before it’s sent to you.

1.1 12-Month Manufacturing Warranty

All Fenix Gems products come with a 12-month manufacturing warranty from the date of purchase. This warranty covers:

  • Manufacturing defects: Issues arising from the way the item was made.
  • Material defects: Faults in the materials used at the time of purchase.

1.2 What the Warranty Does NOT Cover

Our warranty does not cover:

  • Accidental damage: Breakage, bending, or damage caused by impacts or misuse.
  • Wear and tear: Normal degradation of the item over time (e.g., scratches, tarnishing due to improper care).
  • Lost stones: If a stone is lost due to impact or mishandling, rather than a manufacturing defect.
  • Improper care or cleaning: Damage resulting from not following our care instructions.
  • Alterations or repairs by third parties: Any work done on the jewellery by someone other than Fenix Gems will void the warranty.
  • Theft or loss of the item.

1.3 Making a Warranty Claim

If you believe your item has a manufacturing or material defect covered by our warranty, please contact our customer support team immediately at support@fenixgems.eu.

  • Please provide your order number, a detailed description of the issue, and clear photographs or videos illustrating the defect.
  • We will assess your claim and guide you through the process, which may involve returning the item for inspection.
  • If a defect is confirmed, we will, at our discretion, either repair the item, replace it, or offer a full refund.

2. Jewellery Care Guide

To help you keep your Fenix Gems looking beautiful for years to come, we provide a comprehensive care guide. Proper care is essential and will help maintain your warranty.

  • Avoid Harsh Chemicals: Keep jewellery away from perfumes, lotions, hairspray, and household cleaners, as these can damage gemstones and metals.
  • Remove Before Activities: Take off your jewellery before showering, swimming, exercising, or engaging in manual labour.
  • Clean Gently: Use a soft, lint-free cloth to gently wipe your jewellery after each wear. For deeper cleaning, use warm soapy water and a soft brush, then rinse thoroughly and dry completely.
  • Store Properly: Store your jewellery in a clean, dry place, ideally in a fabric-lined jewellery box or a soft pouch to prevent scratches and tangles. Keep pieces separated to avoid damage.

You can find a more detailed care guide on our website [link to a dedicated care guide page, if available].

3. Aftercare & Repairs (Outside Warranty)

Even after your warranty period expires, or for issues not covered by warranty, Fenix Gems is here to help.

  • Repair Services: For repairs due to accidental damage, wear and tear, or other issues not covered by warranty, please contact us. We may be able to offer repair services for a fee. We will provide a quote for any necessary work before proceeding.
  • Expert Advice: If you have questions about caring for your jewellery or need advice on potential repairs, our team is always happy to provide guidance.

4. Contact Us

For any questions regarding our warranty, services, or jewellery care, please don’t hesitate to reach out to our dedicated customer support team:

  • Email: support@fenixgems.eu
  • Phone: 447518847111
  • (Monday – Friday, 9:00 AM – 5:00 PM GMT)
 
 

Frequently Asked Questions (FAQs) – Fenix Gems

Welcome to our FAQ section! We’ve put together answers to some of the most common questions our customers ask. If you can’t find what you’re looking for here, please don’t hesitate to contact our support team.
Ordering & Account
Q: How do I place an order?

A: Simply browse our collection, add your desired items to your shopping basket, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Q: Do I need an account to place an order?

A: No, you can check out as a guest. However, creating an account allows you to track your orders, view your order history, save your shipping details for faster checkout, and receive exclusive offers.
Q: Can I change or cancel my order after it’s been placed?

A: We process orders quickly to ensure prompt delivery. If you need to change or cancel your order, please contact us immediately via live chat or phone. We cannot guarantee changes or cancellations once an order has been dispatched.
Q: What if an item I want is out of stock?

A: If an item is out of stock, it will be marked as such on the product page. You may be able to sign up for email notifications to be alerted when the item is back in stock.
Payments
Q: What payment methods do you accept?

A: We accept major credit and debit cards (Visa, Mastercard, American Express) and PayPal.
Q: Is my payment information secure?

A: Absolutely. All transactions are processed through secure gateways using industry-standard SSL encryption to protect your personal and financial details. We do not store your credit card information. For more details, please see our Payment Methods page.
Q: Why was my payment declined?

A: Payment declines can happen for various reasons. Please check your card details, ensure sufficient funds, or contact your bank. You can also try an alternative payment method. If issues persist, please contact our support team.
Shipping & Delivery
Q: Where do you ship to?

A: Currently, Fenix Gems only ships within the United Kingdom.
Q: What are your shipping costs and delivery times?

A:

Standard UK Delivery: £3.95 (Free for orders over £75), typically 3-5 business days from dispatch.
Express UK Delivery: £7.95, typically 1-2 business days from dispatch. For full details, please visit our Shipping Methods page.

Q: How can I track my order?

A: Once your order has been dispatched from our Stoke-on-Trent base, you will receive a shipping confirmation email containing a tracking number and a link to the Royal Mail website where you can monitor your parcel’s progress.
Q: What if I’m not home when my order is delivered?

A: Royal Mail will usually leave a ‘something for you’ card with instructions on how to arrange redelivery or collect your parcel from your local sorting office.
Q: My order hasn’t arrived. What should I do?

A: Please check your tracking information first. If your order is significantly delayed beyond the estimated delivery time, or if the tracking information is unclear, please contact our support team, providing your order number.
Returns & Refunds
Q: What is your return policy?

A: You can return most new, unused items within 30 days of delivery for a full refund. Items must be in their original condition and packaging. Please note that some items may be non-returnable for hygiene or customisation reasons.
Q: How do I return an item?

A: Please contact our customer support team to initiate a return. We will provide you with a return authorisation and detailed instructions. For more information, please see our Returns & Refunds Policy page.
Q: How long does it take to get a refund?

A: Once we receive and inspect your returned item, we will process your refund within 7-10 business days. The refund will be issued to your original payment method.
Jewellery Care & Warranty
Q: How do I care for my Fenix Gems jewellery?

A: We recommend avoiding contact with harsh chemicals, removing jewellery before activities like showering or exercising, and cleaning regularly with a soft cloth. Store your pieces separately in a dry place. For a full guide, please refer to our Warranty & Services page.
Q: Do your products come with a warranty?

A: Yes, all Fenix Gems products come with a 12-month manufacturing warranty from the date of purchase. This covers defects in manufacturing or materials. It does not cover accidental damage or wear and tear.
Q: How do I make a warranty claim?

A: Please contact our support team with your order number, a detailed description, and photos/videos of the defect. We will guide you through the process. More details are on our Warranty & Services page.
Contact Us
Q: How can I contact customer support?

A: You can reach us via:

Live Chat: Available Monday – Friday, 9:00 AM – 5:00 PM GMT (click the icon at the bottom right).
Email: support@fenixgems.eu
Phone: +447518847111

(Monday – Friday, 9:00 AM – 5:00 PM GMT)

Open Market Stall No.40 Brook St, Huddersfield HD1 1RY United Kingdom