Returns | Exchanges | Repairs

Here at KookyTwo our customers are very important to us, and we want you to be 100% happy with your new jewellery. If for any reason you are not satisfied, we will do everything we can to help.

KookyTwo pieces come with a 6 month warranty from the date of purchase. The warranty does not cover accidental damage or breakage. Please see details below regarding repairs or restringing of bracelets/rings.

NO RETURNS on items that are at SALE price and/or part of our OUTLET collection

NEW ORDER: RETURN / EXCHANGE:

We guarantee the quality and craftsmanship of our work and want you to be 100% satisfied with your new purchase. If you're not completely in love with your items, we'll happily offer you a refund or exchange - no quibbles, no fuss.  All we ask is that the item is returned to us unworn, in its original packaging and fit for resale. Some exclusion apply, see below.

  • Simply email us via hello@kookytwo.co.uk within 7 days of receiving your order, explaining the reason for the return and if you would like to exchange or receive a refund.
  • On receipt of request, we will confirm return address.
  • Return to be made within 14 days of purchase.
  • We advise returning via a "signed for" postage service.
  • As soon as we receive the item back, we will refund or exchange it, as agreed.
  • KookyTwo are not responsible for return/exchange items not received in perfect condition.
  • EXCHANGES: Additional charges may apply, depending on the nature of the exchange. We will advise when you contact us.
  • RINGS: As we do not always stock all sizes, we will notify you if size is not available and do our best to help.
  • EARRINGS: Are non-refundable due to hygiene and safety reasons.
  • CHARITY ITEM: Exchanges or refunds are not issued unless item is deemed faulty. 

NEW ORDER: ITEM SIZE IS NOT SUITABLE:

  • As noted on our FAQ’s we recommend checking the size/length of jewellery before ordering. See here.
  • If your lovely jewellery does not fit well, simply email us via hello@kookytwo.co.uk within 7 days of receiving your order, explaining the size concern and if you would like to exchange for correct size or receive a refund.
  • If we are required to re-make an item from new, due to size, such as for stretch bracelets, stretch rings and anklets, an additional charge will apply. We will advise when you contact us.
  • On receipt of request, we will confirm return address.
  • Return to be made within 14 days of purchase.
  • We advise returning via a "signed for" postage service.
  • As soon as we receive the item back, we will refund or exchange it, as agreed.
  • KookyTwo are not responsible for return/exchange items not received in perfect condition.

ORDER ARRIVED DAMAGED OR IS INCORRECT:

Please get in touch via hello@kookytwo.co.uk and we will assist in finding the right solution. We'd hate to think you were unhappy and we'll do all we can to help. If damaged, please send us a photo of the damage.  Once a solution has been agreed to, we will take the appropriate action.

MY LOVELY JEWELLERY IS FAULTY OR HAS BROKEN WHILE WEARING:

We pride ourselves on using high quality products, however, we appreciate accidental damage/breakage can happen with delicate and lovely jewellery. Items covered under the warranty are repaired free of charge. Items out of warranty can be repaired for a small fee. 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.

MY LOVELY BRACELET OR RING HAS STRETCHED:

All our stretch bracelets and rings are handmade using strong durable jewellery elastic. Through a love of wearing your bracelets, over time they can stretch. We will happily restring bracelets for you, which will incur a small charge of £5 per bracelet (plus P&P). To go ahead with this service, please email us at hello@kookytwo.co.uk

RETURN / EXCHANGE / REPAIR POLICY NOTES:

  • KookyTwo offer a 6 month warranty on all products. The warranty does not cover general wear-and-tear on parts such as fabric elastic, leather or waxed cotton. Warranty is invalid in the event of third-party repairs and careless handling.
  • Please note the jewellery care instructions included with your purchase.
  • We are not able to refund original postage costs, for customer requested returns or exchanges. (Including when a return is requested due to shipping delays, as a result of postal company delays / strikes)
  • We are not able to refund return postage costs, except where wrong item is received OR item was damaged on arrival.
  • KookyTwo can not be held responsible for items lost when returned. The items remain your responsibility until it reaches us.
  • Please allow 5-6 days from the day we receive your return for us to process refunds / repairs / exchanges. (During busy periods this could be longer and we will notify you)
  • Exchanges: An additional postage charge will apply to resend an item.
  • Exchanges: An additional charge will apply for items which are to be completely re-made due to size, such as stretch bracelets, stretch rings and anklets.
  • Exchanges: An additional charge or refund will apply, depending on the nature of an exchange.
  • Repairs: Those outside of our 6 month warranty policy, will need to be processed via our maintenance service, please email us to agree on level of service to select, postage charges may apply.
  • Because of the nature of some items, unless they arrive damaged or defective, we are unable to accept returns for:
    • Custom or personalised orders (unless we’ve made a mistake!)
    • Earrings (hygiene reasons)
    • Items on sale
    • Charity items

We love hearing your feedback – all types – at KookyTwo we are always looking to be the best we can!