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At TLKC we strive to deliver the highest quality products and customer experience possible – when our customers are thrilled with their items, we are simply over the moon!
In the regrettable circumstance that you are not happy with your order, then please fill in our returns form within 48 hours of receipt of your items and our in-house team will strive to resolve any issues you may have as quickly as possible.
We cannot accept returns for an item which is excluded from the terms of our 14 day cooling off period, unless we are at fault. Please see further details below in the Cooling Off Period section.
In order to keep your item in perfect condition we recommend following the jewellery care advice on our website. We cannot accept responsibility for any items, lost, damaged or mistreated. Sterling Silver is a relatively soft metal, and if repeatedly knocked or trapped it can become misshapen.
If contacting us regarding a damaged or faulty item we will ask you to email photos of your item as delivered so we are able to best assess the item in the first instance. Our customer services team may then advise that your item is returned to us for further assessment.
If returning an item, as arranged with our customers services team, please include written details to let us know the name the order was placed under, the order number and a contact phone number. This will enable us to quickly resolve your query upon receipt of the returned item(s).
If returning an item, as arranged with our customers services team, we recommend using a recorded delivery service and obtaining a proof of postage for your returned items. We are unable to accept liability for goods lost or damaged in transit which are being returned to us.
We cannot reimburse any postage costs incurred when returning items which are included in the cooling off period guarantee, unless we are at fault. Your refund will only include any postage costs incurred only if we are at fault.
Refunds can take up to 14 working days to process once we have confirmed receipt of the returning goods.
Earrings
Please note that we cannot refund or exchange pierced jewellery, e.g. earrings, due to hygiene reasons. Our collection of earrings does not include hygiene seals. Please note that earrings are non-refundable before placing your order.
Personalised & Engraved Items
Please note that we cannot refund or exchange personalised or engraved items unless the item is faulty or does not match the personalisation or engraving specifications placed in the order.
If incorrect personalisation or engraving specifications are made in customer error, we are unable to accept liability. Please contact our customer services team as soon as you notice the error and we will strive to amend your order if it has not yet been created by our studio team. If your item has already been created or dispatched we can strive to send out an amended order as quickly as possible – this will be at the expense of the customer.
Please double check all personalisation and engraving specifications are correct before placing your order.
Cooling Off Period
When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 14 days, which is inline with the statutory cooling off period.
This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 14 days after the day of delivery of the items. We cannot accept returns for an item after 14 days from the day of delivery of the item.
Certain items are excluded from the cooling off period guarantee, unless we are at fault. These are personalised or engraved items and pierced jewellery such as earrings due to hygiene reasons.
If you are returning an item which is included in the cooling off period guarantee the item must be returned to us in an unworn, saleable condition. If upon receipt the goods have been worn or damaged the item will be exempt from the cooling off period guarantee and we will not be able to offer you a refund.
If returning an item, as arranged with our customers services team, we recommend using a recorded delivery service and obtaining a proof of postage for your returned items. We are unable to accept liability for goods lost or damaged in transit which are being returned to us.
We cannot reimburse any postage costs incurred when returning items which are included in the cooling off period guarantee, unless we are at fault. Your refund will only include any postage costs incurred only if we are at fault.
Refunds can take up to 14 working days to process once we have confirmed receipt of the returning goods.