PenFine FAQ
How do I place an order?
Once you wish to purchase a piece, select your ring size from the drop down menu and choose the material and gemstone you would like the ring to be made in/with (if applicable) and then click ADD TO CART. Your item will be added to your Shopping Cart and a side slide will appear on your right with the items in your cart and the subtotal amount at the bottom. You can view your Shopping Cart at any time by clicking on the shopping bag icon in the upper right corner of the site.
Once you are ready to place your order, simply visit SHOPPING BAG in the upper right corner and click the checkout button bellow to continue. The next steps will demand information such as email, shipping adress, payment and credit card details to finalize your order.
If at any time you are having difficulties finalizing your order please contact us at service@penfine.com so we can help you.
Will I receive an order confirmation?
Once your order has been placed and payment accepted, a confirmation message will appear on the screen showing your order reference number.
An order confirmation email with details of your order (including your reference number) and payment acceptance will also be sent to the e-mail address provided. This email is only an acknowledgment of receipt of your order. You will receive a second email when your order has been dispatched that includes tracking information for your parcel.
How long does it take for my order to ship?
Our current production time is 2-4 weeks. Your order will leave our studio after or within this processing time.
Can I engrave my ring?
Yes, of course! The engraving fee is $35 USD on all our wedding bands. If you would like to add an engraving to your ring, please purchase the engraving fee here.
Please note: some rings—particularly those that are extra thin—cannot be engraved. If you are not certain if your ring can be engraved or not, please don't hesitate to ask our customer service at segrvice@penfine.com.
Can I custom design an engagement ring?
W are more than happy to work with you to create a completely original ring or personalize an existing piece to fit your style. Please contact us at service@penfine.com for all inquiries regarding custom work.
Can I pay in installments?
If you are interested in a payment plan, please contact us at service@penfine.com and let us know the number of installments you would prefer. We will send you a custom listing for your first one, and you will be able to make the next payment whenever you are ready.
I'm nickel/alloy/copper allergic, is there any suggestion?
Please ask us to personalize a silver or platinum jewelry for you. Or at least choose 18k gold.
I bought my engagement ring. Are you able to make a matching necklace or earrings?
Yes. We can do any custom making. Please give us a photo for reference and metal type you need, We will quote to you later.
DELIVERY & SHIPPING
What countries do you deliver to?
We offer free insured and trackable shipping worldwide.
What address details do I need to include in delivery?
To receive your package safely, you will have to include: full name, building and street address, city, state/province, postal/zip code (if applicable), and your phone number. These details are necessary for delivery.
Please provide accurate address details to avoid any unnecessary delivery delays.
Will I need to sign for my parcel?
Yes, a signature is needed upon delivery to ensure the package has been delivered to you.
What shipping courier do you use?
We use USPS for US domestic; Fedex and DHL for international shipment.
Is my parcel insured?
All of our parcels over $200 USD are insured.
Is your packaging discreet?
We realize engagement rings and fine jewelry are ordered for special occasions in your life and many may have an element of surprise. Our parcels are always packed discreetly and give no hints as to what the package contains.
How long will I get my rings?
Delivery Time= Processing Time + Shipping Time
All PenFine items are made-to-order. For every piece in our collection, the estimated processing time is listed on the product page. Add the processing time to the shipping time for an estimate as to when you will receive your order.
Processing time differs from product to product. Some popular styles can be shipped out within 2-3 Weeks, while engraved or custom orders may take 3-4 weeks.
RUSH ORDER available.rush order normally needs 7-10 business days to finish:
https://penfine.com/products/extra-cost-for-rush-order?_pos=1&_sid=70aa4d614&_ss=r
RING SIZE
I don't know my ring size, could you please help me?
Every ring in penfine is handmade. Exact ring size is required before making.
You can use our size chart to get your ring size. page size-chart.
The best and safest way to size your finger is stop by a local jewelry store or walmart.
What should I do if I can’t see my ring size in the drop-down menu?
Yes,we can do any ring size, please contact us for this cusotm making.
Can I change my ring size after placing my order?
Please send your correct ring size as soon as possible to service@penfine.com along with your order number so we can change it before it is made.
I received my ring, but it doesn’t fit. Can you resize it for me?
If you provided us with the incorrect size and want to resize it, there are additional costs for the resize and shipping both ways. Please contact us at service@penfine.com and we will provide you with further instructions.
We do not offer refunds if the size of the ring you previously provided was not correct. Any changes to the items (ring resizing, soldering, exchanging stones, pendants, etc.) void our warranty.
Resize a Ring: Bigger or Smaller
Most of our rings can be resized, but some cannot. Depending on the setting and the prongs, resizing certain rings can seriously damage the stone. We suggest contacting us at service@penfine.com for assistance before reaching out to your local jeweler.
The ring size can only be resized in a 0.25-0.5 size range after the ring is made.
RETURNS & EXCHANGES
Can I return a custom-designed piece?
All of our custom-made pieces are considered final sale and cannot be returned. We guarantee that the piece will match the final design you approved through detailed photos, including the dimensions, type of stone(s), and metals.
Can I return an engraved piece?
We cannot process returns on engraved pieces. Please make sure that the ring you ordered is the correct size to avoid any inconvenience. If you are not sure about your ring size, please see our Ring Sizing Guidehereor visit your local jeweler to get your correct ring size.
What is your return and exchange policy?
If you are not 100% satisfied with your purchase, we offer 30 days Money Back Guarantee.If you're not satisfied with any purchase,just return the Jewelry for refund.No question asked.
Refundable Fee
Our jewelries are handmade, the most expensive part is the handmade art of artisans. Based on the experience, few customers choose the same style and same ring size. Even though we use recycled meterials to PROTECT THE ENVIRONMENT, craftsmen have to disassemble the ring and recycle the metal once returning item is received. The jewelry cannot be resold. That's why there will be handcrafted fee (20%-50% of item price) and shipping fee deducted, others will be refunded in 5 business days after the returned item is received..
How can I exchange or return my item?
If you are not satisfied or would like to exchange the item, please contact our customer service at service@penfine.com with your order number and the reason for the return/exchange. Include pictures if the reason for return/exchange is a faulty item. Our customer service will then advise with the next steps.
CHANGE OR CANCEL AN ORDER
Can I change my shipping address after placing an order?
Yes. We can updated your shipping address as long as the item is not sent out to the post office.
I accidentally placed an order, can I cancel it?
You are free to cancel your custom order within 3 days after checkout. If you have purchased a Ready to Ship piece, you have a limited window to amend or cancel your order.
To cancel your order, please contact us at service@penfine.com with your order number. You will receive a confirmation email once your order has been canceled.
I purchased the wrong color, is it possible to switch my gold selection?
It depends on the jewelry made process. We can switch the color before the metal bars formed into settings for free. Once the ring setting is formed, we have to remake it at cost or otherwise.
I was wondering if any of the stones could be replaced with others.
Yes. Any gemstones of our jewelry can be replaced with others. Please tell us which and how many gemstone you want to exchange and then we will give you the quote.