Customer FAQs

Whatever it is, we'd love to help you. Providing excellent customer service is a top priority for the KookyTwo ladies. Happy customers make a very happy KT!

Please find below FAQ's which we hope will help you with any general queries, however if you are unable to find the answer to your query, please do get in touch here.

For all jewellery specific queries please head to our Jewellery FAQs.
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STUDIO INFORMATION:

What are your studio opening times?

Our studio opening times are Monday to Friday 9am to 5pm. Our website is open to receive orders 24 hours a day.
We're available 9am to 5pm GMT, Monday to Friday. KookyTwo will aim to reply within 24 hours. Outside of these days/times, please drop us an email and we will get back to you as soon as we can.

If I send an email when should I expect a response?

We endeavour to answer all queries as soon as possible and within 24 hours, Monday to Friday.

Can I expect a response to a query outside of these times?

While we have core studio opening hours, we do endeavour to answer all queries as soon possible, and therefore on occasions we will respond outside of these hours.
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PRODUCTS & SHOPPING:

I have a question about a product / personalisation of a product?

If you are looking for some advice on a product or would like to discuss our personalised/bespoke service, please do not hesitate to get in touch with us here. We love to hear from our customers and really are here to help. We will reply to any emails as soon as possible within studio hours.

How do you use personal information I supply?

Only for the purpose of fulfilling your orders. All information is treated as Confidential. It’s kept on a secure server, and complies with all relevant Consumer legislation & UK Data Protection.

What is your privacy policy?

We do not share or trade information that you supply to us. All information is treated as Confidential. Read our privacy policy here.

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PAYMENT:

What forms of payment do you accept?

We accept the major credit cards Visa, MasterCard, American Express and Apple Pay, as well as direct PayPal account payments.

Do I need a paypal account to purchase from your store?

No, you are not required to have a PayPal account to purchase from this store. However, if you already have a PayPal account, you may use it as your payment method.

How secure is this store?

All payments are processed via Stripe and PayPal two of the most trusted payment gateways in the world. These platforms use the highest level of encryption and data security to ensure your details are protected. They also securely share your order and delivery details with us, but do not share any of your sensitive payment information.
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MY ACCOUNT & CHECKOUT:

I’m having problems at checkout, what should I do?

Please get in touch with us here and we’ll do our best to help.

How do I register for an account?

Click on “create account” found on the home page/sidebar and follow the instructions.

Can I shop without opening an account?

Yes, absolutely. Just provide the details as prompted.

How do I unsubscribe from receiving the newsletter?

We would be sorry to see you go, but you can click “unsubscribe” at the bottom of the newsletter.
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DELIVERY:

Once my order has been placed, how long does it take to dispatch?

Items are shipped from the UK, as soon as possible, usually within 1-3 working days, following receipt order. If you would like urgent delivery, please contact us here to discuss, and we will do our best to help.
We process orders Mondays to Friday, excluding Bank Holiday’s. Orders received on any given day will begin their processing journey the following working day, with orders placed at the weekend beginning their processing journey the following Monday (excluding UK Bank Holidays).
Full processing and delivery information can be found here.

What is the charge for UK delivery?

Orders are shipped for FREE, using Royal Mail 2nd class delivery. Please click here for full details of our delivery options and charges.

Do you ship internationally?

Yes we do.

What is the charge for international delivery?

Please click here for full details of our delivery options and charges.

What if I need express delivery?

Shipping upgrades are available, we just ask that you PLEASE contact us here at the soonest opportunity, so we can do our very best to help.
Customer must be available to accept delivery, KookyTwo cannot be held responsible for deliveries not accepted using the guaranteed delivery service.
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EXCHANGE / RETURNS:

What is your exchange & returns policy?

Please find full details here.
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REPAIRS:

What is your repair policy?

We pride ourselves on using high quality products, however, we appreciate breakages can happen with delicate and lovely jewellery.  Therefore, should you experience a breakage while wearing or any other issue with your jewellery please contact us here, with a photo of the jewellery. We will then work with you for the best possible solution.

Can you replace a lost earring?

Yes, please contact us here with details and photo so we can provide you with a price.
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