FAQ


PRODUCTS & SHOPPING:

I have a question about a product / personalisation of a product?
If you are looking for some advice on a product or regarding our personalised 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. 

SIZING:

How do I decide on length / size?

Necklaces: measure a necklace from your own collection, on a ruler. When layering necklaces: We suggest choosing a 3 or 4 cm (1.5") length difference between each necklace. Add our extender if unsure or to allow you to adjust the length depending on your outfit.
Bracelets: measure your wrist circumference and we recommend adding 1.5 cm (half an inch) for comfort.
Anklet: measure your ankle circumference around your ankle bone. Select size depending on whether you would like a loser fit or a more snug fit above your ankle bone.
Rings: as our rings are handmade, sizes can vary slightly. Please see our notes on sizing within the item description. 

Do you offer different chain lengths and styles, or can I request a different length or size?
Yes we do and sometimes yes we can! One of our original missions when designed our collection, was to allow our customers to choose a chain style and length suited to them. Across many of our collections you will find a variety of different chain styles and lengths. If you can’t find what you are looking for then please get in touch and we will see what we can do to help.

GIFTS & PACKAGING:

How will my item be packaged?
Jewellery is presented in our stylish white KookyTwo box or luxe silver KookyTwo pouch, together with care card. Details of package type are provided on each product item. 

Can I add a message to an order that is a gift?
Yes! We would love to help in making someone’s day. In your cart, add your message in the special instructions section when you place your order. We will then carefully handwrite message on a card and include within the package. 

Do you create bespoke jewellery to order?
Yes, depending on request! We love to get ideas from our customers and we would love to discuss any ideas you might have and work with you to see if we can come up with what you are looking for. 

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.

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.

MATERIALS:

What is your jewellery made of?
We only use high quality materials.
All our jewellery is made from sterling silver, gold fill, rose gold fill or vermeil. We combine with Swarovski elements, semi-precious gemstones, coloured beads, faux suede, leather and fabric elastic.

What type of gold do you use:
We use 14K Gold filled and Gold vermeil. Details of material used for a specific piece can be found on each item.

14K Gold filled jewellery has 100+ times more gold than gold plated. Made of a solid layer of gold that has been heat and pressure bonded to a base metal. It has the look and feel of real gold, but is more affordable. Treated with care, gold filled items should stay bright and gold, lasting a lifetime.

Gold Vermeil is sterling silver that has been gold-plated with a thicker coating, often as much as 50% thicker than a traditional gold-plated piece. Created to last.

How do I look after and store my jewellery?
Click here for our jewellery care page. 

PERSONLISED & DISC STAMPING:

How are the discs stamped?
We personally hand stamp our disc, using metal punches. They are not machine engraved and due to this process each letter/number/symbol may not be perfectly aligned and straight, there may be slight variations in depth and spacing. This adds to the unique and personal charm to every piece, and is not classed as a fault.

Can I stamp on both sides of the discs?
We are only able to stamp on one side as the imprint shows slightly on the back. 

If I have a personalisation idea can I contact you?
Absolutely, we love to hear your ideas. Get in touch here and we will see what we can do to help!

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 of 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 after 2pm on Friday and on weekends will be processed 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.

EXCHANGE / RETURNS:

What is your exchange & returns policy?
Please find full details here.

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 email us at hello@kookytwo.co.uk, 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 email hello@kookytwo.co.uk with details and photo so we can provide you with a price. 

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