KookyTwo Custom Order

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. We accept returns on unworn, non-personalised/custom pieces,  and 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.

Due to the nature of some items, we are unable to accept returns. Please see details below:

• Personalised items (unless we’ve made a mistake!)
• Custom items (unless we’ve made a mistake!)
• Earrings / Pierced Items (hygiene reasons)
• Items on sale
• Charity items
• Services that we have fulfilled

For an item to be accepted for return, the item must be:

• Unworn, in original condition and packaging.
• Return to be made within 14 days of purchase.

Please follow the instruction below, should you wish to make a return / exchange:

• Contact us here within 7 days of receiving your order, explaining the reason for the return and if you would like to exchange or receive a refund.
• Within 24-48 hours of request, we will respond with details of next steps.
• Buyers are responsible for return postage costs.
• Return using a tracked postage service and keep proof of sending.
• Once we receive the item back, we will refund or exchange, 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.

• 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, contact us here 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 "tracked or 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 with us here 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 contact us here, 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/rings for you, which will incur a small charge per item (plus P&P). To go ahead with this service, please contact us here.

RETURN / EXCHANGE / REPAIR POLICY NOTES:

• Items personalised or specifically made to order cannot be returned or refunded unless they are deemed faulty.
• 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.

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