FAQ

Product & Care

What is the proper way to take care of Fennel & Fork products?
In general, one should rinse any stainless-steel product as soon as possible after use to remove food particles.

Hand wash instructions: If washing by hand, use warm and soapy water. Ensure the detergent is completely dissolved in the water before washing the cutlery. After wiping away usage stains, rinse in clear water and dry with a soft cloth or tea towel. Do not soak your cutlery or leave unwashed overnight. Store immediately in a dry and covered area. 
 
Dishwasher instructions: While we recommend hand wash only for Sage products, you can choose to use a dishwasher if you would like. When using a dishwasher, follow the manufacturer's instructions concerning the type and quantity of detergent used, and load cutlery in the compartment provided to reduce scratching. Wash cutlery as soon as possible after use and remove when the dishwasher has completed its cycle. Wipe dry with a soft, clean cloth. In some areas, hard water may leave calcium spots, or certain foods and constant use of dishwasher may cause tarnishing. These stains may be removed using lemon juice, vinegar or a stainless-steel cleaner.
 
Additional tips:

  • Do not use a powder cleaner instead choose a cream or liquid detergent.
  • Avoid using a stainless-steel cleaner, if needed, only use for stubborn stains
  • Rinse cutlery after contact with acids or salt to prevent corrosion.
  • Pay care to knife blades as these can be prone to increased corrosion due to a higher carbon content which is used to achieve a sharper cutting edge.
  • Hand Made cutlery styles with more intricate handles need to be cared for by thorough drying. Soap deposits left from drip-drying around the handle area can cause rust deposits to form.
  • Do not use wire wool or abrasive cleaners, this can cause scratching and will eventually remove the cutlery's shine.
  • Do not continuously soak or leave products in damp surroundings as this may cause staining and corrosion.
  • Common salt, vinegar, and acids present in some foods, bleaches & some harsh detergents can all seriously damage the cutlery if left without rinsing after use. Even mineral salts in tap water can cause pitting and staining over time. 

My product does not look exactly like it is in the picture. Why?
Each metal object undergoes a series of grinding, buffing and polishing techniques. Variations or 'imperfections' in the product's finish are characteristics of the creation process. Due to this Hand Made nature, no two pieces are ever exactly alike.

Payment

What kind of payment methods do you accept? Is it safe?
We accept all major credit cards as well as PayPal. Please note, we can only accept one form of payment per order, except for Gift Cards. 

Will I be charged sales tax?
In Canada, sales tax is charged on all products to all provinces.
In USA, Sales tax will apply based on specific states.

Why am I charged before my order is shipped?
Our payment provider only allows us to capture funds within seven days of you placing your order – otherwise we must cancel your order, re-enter it and contact you for your credit card information again. We’d prefer to charge you at time of shipment, but we do so when you place your order to prevent future inconvenience.

Shipping & Returns

How will my orders be shipped?
For deliveries to Canada, Fennel & Fork primarily uses Canada post. For deliveries to us and elsewhere, Fennel & Fork will use USPS. However, depending on circumstances, we may also select from a pool of couriers, such as USPS, UPS, DHL or FedEx, to provide the most suitable delivery service for your specific order. Fennel N Fork will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.

When will my orders be shipped?
Please allow up to 10-14 business days’ minimum for processing. Unless the order is flagged as “Pre-Order”, where you will be notified of the product shipment when ready via email. Once the item is ready, we will send out a confirmation email when the item is shipped. Orders are shipped on business days only. Business days are Monday to Friday, excluding federal holidays within Canada & USA.

We ship all orders as quickly as possible, but please note that there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can always contact info@fennelandfork.com for help in choosing the right shipping method to get it there on time! Extra charges may apply.

What if I haven’t received a confirmation email?
As soon as your order ships, you’ll receive an email confirmation.  For any further questions or information on shipping, please email info@fennelandfork.com and we will answer any queries you may have. If you haven’t heard from us after placing an order, something may have gone wrong during your checkout process so please contact us at info@fennelandfork.com.

Where’s my order?
If the tracking link says package has been delivered and you haven’t received your order yet, please check with your local post office! Or contact us at info@fennelandfork.com and we will be sure to look it up for you and let you know where it might be.
In the event the tracking link says your package is delivered but you haven't received your order yet - your best option would be to contact your local post office! Unfortunately, we have no control over this situation. Once the parcel has left our distribution center, we have no physical control of where the parcel goes.

Will my shipment come with a tracking number?
All orders with a US or Canadian address will come with a tracking number. You should receive an email from USPS/Canada Post with your online tracking number. You will be able to trace your order to your door. All other international orders will not be able to be tracked door to door.

Which countries does Fennel N Fork ship to?
We primarily ship within North America (Canada & USA). Free shipping for orders on $75 or more!
We can ship internationally. Please reach out to us at info@fennelandfork.com to arrange an international shipment.

What is your return policy?
We have a 30-day, no-questions-asked return or exchange policy. If you aren’t satisfied, we can set you up with a full refund or an exchange within 30 days of receipt. Please note that you will be responsible for incurring the shipping charges if you would like to refund the product. Shipping charges are non-refundable. If you receive anything faulty or damaged when the product arrives, please contact us at info@fennelnfork.com. In this case, Fennel & Fork will cover the shipping charges for you to exchange the item.

Sale items are not applicable. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

What if I order the wrong item, how do I exchange them?
We have a 30-day, no-questions-asked return or exchange policy for all of our products. If you aren’t satisfied, we can set you up with a full refund or an exchange within 30 days of receipt.

Can i change or cancel my order?
Made a mistake? Please email info@fennelandfork.com asap and we will fix it for you, if your order hasn’t left us, then we will be able to help. 

I am getting an error when trying to place an order, what should I do?
Check that you have filled all your details out properly including your name, email, full address and phone number.  Still having issues? Please email info@fennelandfork.com and we will do our best to fix the issue for you.

Company

Do you have a physical store?
No sorry, we are online only in North America. But sign up for our newsletter and we will keep you in the loop when we are listed at a store near you.

Do you offer services for professionals such as interior designers, wedding planners, and real estate agents?
We are proud to offer exclusive trade pricing and services. To learn more or to sign up for our trade email newsletter, please visit our Affiliate Page and/or reach us at partners@fennelandfork.com

Do you offer services for bloggers?
Yes, we regularly partner with bloggers. To learn more, please visit our affiliates page and/or reach us at partners@fennelandfork.com

Do you sell to wholesalers and distributors?
Yes, we offer special pricing and custom designing to wholesalers and distributors. To learn more, please visit our wholesale page and/or reach us at wholesale@fennelandfork.com

Where do I direct press or marketing inquiries?
Please reach out to: abhinav@fennelandfork.com for such inquiries.

Other

Cannot find the answer to a question you have?  Email us directly at info@fennelandfork.com with questions. We will get back to you as soon as possible.