frequently asked questions

Products

How do I find my ring size?

Our ring sizes are displayed based on European measurements. UK and US conversion sizes can be found if you click on ‘size guide’ on any ring product. If you don’t know your ring size, you can use our handy sizing tool to find out.

How do I find my bracelet size?

We offer our bracelets in small, medium and large. Use our handy sizing tool to check your bracelet size.

The ring I like isn’t available in my size, can I order one in the right size?

Yes, our rings can be ordered in any size. On the product page, there is a ‘Customise Me’ option where you can submit your request. Alternatively, please speak to a member of our client services team to place your order.

Can I adjust the length of my chain?

Many of our necklaces and chain bracelets come with a jump ring, which means you can wear the necklace or bracelet at one of two lengths. If a product includes this feature it will be noted in the product specification. If you require a specific length chain click on the ‘Customise Me’ option on the product page where you can submit your request. Alternatively, speak to a member of our client services team.

Do you use synthetic gemstones?

No, Fabergé only uses natural diamonds and natural coloured gemstones.

Are your products hypoallergenic?

At Fabergé, we use high fineness metals (18k gold, platinum or sterling silver) in our jewellery which, in general, are less likely to cause allergic reactions.

While no jewellery is truly 100% hypoallergenic for everyone, as skin sensitivities can vary greatly according to the individual, the metal alloys we use contain the minimum amount of nickel which is the most common irritant that causes a skin reaction. This is in line with the European Union Directive (Item 27 of Annex XV11 to the REACH Regulation) of nickel use in jewellery.

Is engraving available on your creations?

Certain pieces can be engraved, but we do not currently offer this service on our website. On each product page there is a ‘Customise Me’ option where you can submit your request and we will come back to you to advise what is possible. Alternatively, you can speak to a member of our client services team to discuss this in more detail.

Orders & Payment

Can I order a piece that is currently out of stock?

If a piece is currently displaying out of stock, you can sign up to receive notifications of when it becomes available again. To do this, click ‘Notify Me’ on the product page and enter your email address. Some creations may allow you to ‘Pre-Order’ online – the date of delivery will be displayed on the page. Speak to a member of our client services team to discuss stock availability in more detail.

What happens if I ‘pre-order’ a piece?

Pre-order is an order placed for a piece that has not yet been produced or released. When placing a pre-order you will be required to provide certain information, such as your name, address and other billing information, at checkout. You will be charged the full price of the product at the time of placing the pre-order. Timescales for production are displayed on the product page prior to pre-ordering. To find out more, please read our full pre-order terms and conditions.

Do you offer gift wrapping services?

Yes, we offer complimentary gift wrapping on all purchases.

How is my order packaged?

All orders are packed in a Fabergé box, tied with Fabergé ribbon and delivered in a discreet, unbranded outer box. We will also provide a travel pouch for each item purchased and include a Fabergé branded gift bag with every order. Your certificate of authenticity will also be included in the box.

Will I receive a certificate of authenticity?

Yes, all Fabergé creations come with a certificate of authenticity. In case you wish to return or exchange your creation, the certificate of authenticity must be included in the return parcel.

What payment methods do you accept?

We accept all major credit cards, PayPal, Apple Pay and Google Pay, cryptocurrencies – Bitcoin, Ethereum, Litecoin, Bitcoin Cash, DAI, USDC and Dogecoin – as well as the ability to pay in instalments. Payment options vary by country, so please proceed to checkout to see all payment options available to you.

Can I pay in instalments?

Yes, you can pay for an order at faberge.com in instalments. At checkout, select the payment option ‘monthly credit card payments’ and follow the instructions. You can choose the number of instalments that work for you.

Shipping & Returns

How do I track my order?

Once your order has been shipped, you will receive a confirmation via email containing a tracking reference number and a link to track your shipment. You can use this information to monitor the status of your delivery in real-time. If you have any questions or need further assistance, you can speak to a member of our client services team who will be happy to assist.

Do you offer international shipping?

Yes, we offer international shipping to select countries. We currently ship jewellery, watches and objets d’art to; Australia, Austria, Bahrain, Belgium, Bulgaria, Canada, Cyprus, China, Czechia, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Hungary, Ireland, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal*, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, United States of America.

If you wish to have an order delivered to a country not listed above, please speak to our client services team.

How long does shipping take?

All orders placed on faberge.com are sent via express delivery, and a tracking number will be provided upon dispatch. Estimated shipping timings are as follows;
• United Kingdom mainland - allow 1 to 3 business days
• Channel Islands - allow 2 to 11 business days
• European Union (see supported countries) - allow 2 to 7 business days
• Gibraltar - allow 2 to 11 business days
• Rest of world (see supported countries) - allow 2 to 11 business days.

Due to the limited editions of our jewellery, sometimes a piece may not be available in our London head office and we will have to fulfil from one of boutiques around the world. We will endeavour to inform you as soon as possible that this may cause slight delays to your order. By placing an order, you acknowledge and accept that fulfilment from our international boutiques may result in slight delays to delivery.

I’ve changed my mind and want to return my order, is that possible?

Yes, we offer the opportunity to return unwanted items purchased on faberge.com

Items must be returned within 30 days of the delivery date, and items must be returned unused and in their original condition, with original packaging and certificates included. If an item has a Fabergé security tag or brand tag attached, it must be returned with the tag in its original position.

For UK orders, we offer online store credit, exchange or full refund (including taxes). For international orders (outside the UK) we offer online store credit or a refund (excluding original import taxes/duties and any payment processing and administrative fees incurred).

Further information is available on our faberge.com returns policy.

Please note, personalised, customised and bespoke creations are not refundable.

Do you offer a click and collect service at your stores?

At present, we do not offer a click and collect service on faberge.com orders. However, if you would like to check stock availability at our London and Dubai boutique, you can speak to a member of our client services team who will be able to check for you.

Tax & Duties

Will I have to pay import duties or taxes on my order?

We are pleased to absorb any applicable import duties on orders shipped to the EU. Where applicable, VAT (Value Added Tax) and GST (Goods and Services Tax) are calculated and applied at checkout, so the full amount payable is clearly displayed before you complete your purchase.

How are customs duties and import taxes calculated?

Customs duties are calculated as a percentage of the value of your jewellery (currently between 4% - 4.5% for gold jewellery). Where applicable, VAT is then calculated on the value of the item, including any applicable customs duty.

Are taxes and duties included in the product price?

The prices you will see displayed on faberge.com will be ‘export price’, which excludes duties, taxes, insurance and shipping. Delivered prices are calculated at Checkout depending on the shipping country and address entered. If you wish to ship to a country not listed on the drop down menu please contact our client services team.

Do you declare the full value of my order for customs?

Yes. We declare the net export value of your order, excluding applicable taxes, in accordance with customs regulations and international shipping requirements.

Are import duties and taxes refundable if I return my order or refuse delivery?

No. Import duties and taxes are non-refundable if you return your order or refuse delivery.

Are there countries where duties and taxes are included in the price?

Yes. For orders delivered within the UK, VAT is included in the price displayed on the product page, representing the full delivered price.

Will I need to provide any documents for customs clearance?

In certain destinations, customs authorities may request additional information or documentation from the importer as part of their standard clearance process. We provide all required export documentation with your shipment, and should any further information be requested by local customs, your courier will guide you through the next steps.

Gifting

If I place an order on faberge.com for a gift, can I have it shipped directly to the recipient?

Yes, so long as the address is within a country we deliver to. You can see a full list of countries we deliver to.

Can I send a gift message with my order?

Yes, you can include a gift message with your order. Please tick the ‘Add a gift message?’ box at checkout, and you will be able to type your message.

How is my order packaged?

All orders are packed in a Fabergé box, tied with Fabergé ribbon and delivered in a discreet, unbranded outer box. We will also provide a travel pouch for each item purchased and include a Fabergé branded gift bag with every order. Your certificate of authenticity will also be included in the box.

Can I speak to someone to help me choose a gift?

Absolutely - our client services team will be happy to help guide you through the decision making process, working to your budget and requirements.

Care & Aftersales

How do I clean my jewellery?

Please see our cleaning instructions below;

METAL: Use a soft cloth to gently wipe clean, then remove any remaining impurities with a mild diluted soap. Rinse with warm water and dry thoroughly before storing in the provided jewellery pouch. Do not use abrasive cleaners, steamers or ultrasonic machines.

GEMSTONES: Use a soft cloth to gently wipe clean, then remove any remaining impurities with a mild diluted soap and a soft brush. Rinse with warm water and dry thoroughly before storing in the provided jewellery pouch.

ENAMEL: Use warm water, washing up liquid and a soft bristled toothbrush. Brush the piece delicately and dry with a soft cotton cloth. Do not submerge the piece in water. Learn more about product care or read our in-depth article on how to clean jewellery.

Do you offer a repair service?

Yes, we provide repair services for all our jewellery, watches and objets d’art. Please speak to a member of our client services team for further information and prices.

Do you offer a warranty on Fabergé creations?

Yes, we offer a lifetime warranty to our customers against manufacturing defects in all jewellery and objets we sell. For watches, the warranty is for five years from the date of purchase. This means that if a manufacturing defect becomes apparent during the guarantee period in any of these items we sell you, we will fix the defect (where reasonably possible) at no cost to you. If we cannot fix the manufacturing defect at a reasonable cost we will discuss some other form of compensation with you.

Authenticity & Counterfeit Goods

Can I purchase authentic Fabergé creations anywhere other than faberge.com?

Yes, we have Fabergé boutiques in London,Dubai,Macau and Kyiv, as well as a network of over 130 authorised retailers around the world. You can find your closest Fabergé authorised retailer on the store locator page.

Do you authenticate Fabergé creations?

When you purchase an authentic Fabergé creation you will receive a certificate of authenticity. If you have purchased a contemporary Fabergé creation and do not have a certificate and would like to find out if it is authentic, please contact our client services team who will be able to help identify the authenticity.

If you have acquired a vintage Fabergé creation and would like to find out whether it is authentic, please speak to a member of our client services team who will be able to direct you to the best place.

Stores & Stockists

Where are your Fabergé boutiques?

We have Fabergé boutiques in London, Dubai, Macau and Kyiv.

How can I find an authorised retailer near me?

You can find your closest Fabergé authorised retailer on the store locator page.

Do I need an appointment to view your collections in store?

You do not need to book an appointment to view pieces in our boutiques. However, if you would like to arrange a one-to-one appointment at a specific time, please contact the store directly.

I don’t have a store near me, can I view collections virtually?

Yes - we offer virtual appointments with our client services team. Our team are also available to answer questions via WhatsApp, phone, email and live chat.

Contacts & News

How do I speak to a member of your client services team?

The team can be contacted in several ways, for example by WhatsApp, LiveChat, email, phone and contact form.

How do I book a virtual appointment?

You can book a virtual appointment on our online enquiry form.

How can I see the latest Fabergé news?

We publish regular news stories on our news pages.

Still need help?

If your question isn’t answered here or you have a more specific request, head to our contact us page where you can fill out the form. Alternatively, you can contact us by the following methods and we'll get back to you as soon as possible.

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