Delivery, Returns & Shop Policies
Tegen Jewellery Returns Policy
In the unlikely event that you are not in love with your purchase or need an alternative size / chain length etc. you have a 14 day “cooling off period” (from date of delivery to you) to make contact with us at:
Please quote your order number in the subject bar and the action required Exchange / Refund etc.
We will then get back to you as soon as possible and work with you to sort out a solution.
Bespoke and Commissioned Orders When you order a bespoke piece, we spend time working with you to collect all the necessary information such as sizes to make sure we have all details of your order correct. We then send an invoice stating these details for you to check over before send the deposit payment which must be cleared before the making commences.
We strive to have design communication with the client throughout the whole process so that the item we make is exactly as you imagined.
We require a 50% deposit to be paid on bespoke items before any making takes place, this is an insurance policy to cover basic material costs and to secure your order – this is NON-REFUNDABLE.
If you no longer require or wish to cancel your bespoke order we can only offer a refund of the 50% Balance payment – as long as it has not been personalised (names / dates etc) in which case the item is non-returnable.
we aim to dispatch orders within 3 working days, if you are in a hurry for your item please leave a note in the provided box in the checkout and we will do our best to achieve this.
The shipping options available to you are:
Mainland UK – Royal Mail Second Class Signed For – £5.00
Mainland UK – Royal Mail Special Delivery – 10.00
International – Anywhere outside of the UK. Royal Mail International Tracked & Signed – £12.00
*** Tegen Jewellery is not responsible for any import duties and taxes applied on receiving your parcel by the delivery country.***
Damaged in the post
If your delivery has arrived damaged in the postplease send us a photo via email of the damaged parcel and its contents and we will be back in touch to sort this out.
Outside of the 14 Day Returns Policy
Returns outside of the 14 day returns period can only accepted if there is a fault with your item, in which case please get in touch with us via email. Our products are made by hand and checked over by human eye before being shipped and you should not have any issues with them, however, if there is we want to know so we can rectify this for you straight away.
- Pierced products such as earrings are non-returnable for hygiene reasons, in the case of a manufacturing fault please get in touch via email.
- Personalised and Bespoke made products.
- If you have provided a ring size to us we will make according to this and hold no responsibility for the ring not fitting. Please make sure that if you are measuring your own size that you take time over it to make sure it is correct.
- We do not offer a free return service so the postage back is down to you, but we will cover the postage of any exchanges back out to you.
- Refunds can only be made as a reversal of the original payment and cannot be put back on to an alternative card or paid by any other means.
- Our items are handmade and we use natural gemstones which means that the products can vary (only slightly) from the images on the website.
We offer a 1 year warranty on all of our work, if you have any issues with your items within this time we will happily fix it for you free of charge, if your jewellery is over a year old charges will apply.
Items Bought Form our Stockists
If you have purchased an item from one of our lovely stockists and wish to return it you must return the purchase to the stockist as the sale will be under their shop policies.
However if the item is faulty and needs a repair please contact us direct on firstname.lastname@example.org
Caring For Your Jewellery
We want you to be able to wear your jewellery every day however some activities can damage it. Hot tubs, swimming pools, cleaning products and hair dyes have chemicals in which can turn metals dull and even black and discolour and damage gemstones.
We would advise to invest in a silver cloth, silver can oxidise (turn dull and grey) this is not a damage and is easily rectified with a quick buff with a silver cloth.
We Offer Ultrasonic Cleaning for £25 with is great for cleaning up gemstone jewellery and getting those stones shining bright again.
A great way to clean up your jewellery at home:
- Line a bowl with aluminum foil and top with salt, baking soda, and dish detergent.
- Add hot water and drop in your jewellery, letting it sit for 10 minutes.
- Gently scrub with an old or soft kids toothbrush.
- Rinse and pat dry with paper towel.
Opals are soft stones and can get scuffed quite easily, we advise these to be set in a bezel setting (surrounded in silver) to give the stone a little bit of protection and strongly advise against setting opal in to claw settings especially on rings.
Ethiopian Opals are porous, they have a magic flash to them but can absorb water if worn in the shower and loose this magic, you can get this back again by keeping them in a small sealed pot of rice or silica gel overnight.
Pearls are possibly the most delicate of all our items. A pearl can be damaged by perfume and cleaning products, over time these can cause the pearl to shrink and fall out of its setting. Being a shell substance they are brittle and will break if they encounter impact. Being kept in direct sunlight or in a storage box or safe with no natural air will also damage your pearls, they absorb the moisture from the air, without this they can become dull and start to flake.
These beautiful treasures of nature should be the last thing you put on and the first thing to take off of any outfit.
Do you want to see our jewellery in real life before you buy? Why not visit one of our lovely stockists