Refund policy

Returns & Refunds
We take immense pride in our bespoke services and make every effort to create the item(s) of jewellery that you expect. However, in the unfortunate instance that you are not completely satisfied with your order, please get in touch within 30 days of product receipt to discuss.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Returns/refunds are not possible unless faulty. We catalogue every order with a timeline of photographs taken during every process of creating your order(s). These are available upon request.

Every care is taken to package your completed item(s), so that it arrives safely and undamaged to you. In the highly unlikely event that your jewellery does arrive damaged or faulty, please contact us within 2 working days so that the issue can be resolved without prejudice.

Care Instructions
Please note that Gold-plated and rose gold-plated jewellery is created by applying a thin layer of gold over a base metal. Due to the nature of this process, the plating will naturally wear and fade over time, and the rate at which this occurs varies from person to person depending on external factors such as handwashing, exposure to water or chemicals, sleeping while wearing the jewellery, sweat, friction, and general daily wear.

Failure to follow the provided care instructions may significantly accelerate this
process. By purchasing and wearing gold-plated or rose gold-plated jewellery, you acknowledge and accept that plating wear is normal and unavoidable, and that loss or fading of plating is beyond our control. As such, we do not offer refunds, exchanges, or replacements for jewellery that has lost its plating due to wear or improper care.

Process
To start a return, you can contact us at tsskeepsakes@outlook.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at tsskeepsakes@outlook.com.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tsskeepsakes@outlook.com.