If you need to cancel an order or change any order details, please contact us as soon as possible at teylenjewelry@gmail.com. Include your order number, the email address used at checkout, and the details of your request.
Whether a cancellation or change can be made depends on the production and shipping status of your order. We will check its progress and confirm the outcome by email.
1. Ready-to-Ship Pieces
Orders for ready-to-ship pieces may be cancelled free of charge before they are handed to the carrier.
If you would like to change the style, size, or other specifications, we will confirm availability, any price difference, and the estimated dispatch date. Any additional payment or refund will be arranged after you confirm the change.
Once your order has been handed to the carrier, the “Dispatched Orders” section below applies.
2. Made-to-Order Pieces
Made-to-order pieces may be cancelled or changed before production begins.
Once production has started, changes depend on the work already completed. We will explain the available options, any additional costs, and any changes to the estimated dispatch date before proceeding with your approval.
If you wish to cancel after production has begun, we will review the production status and explain the available options and any applicable refund arrangements.
3. Personalised & Custom Designs
Personalised and custom pieces include bespoke designs, engraving, and items made to individual specifications. Before production begins, we will confirm the design, specifications, price, and cancellation conditions with you.
Once the design has been approved and personalised production has begun, we generally cannot accept cancellations due to a change of mind. If you request a change, we will assess what is possible and explain any associated costs before proceeding.
Selecting a standard ring size, metal colour, or another standard option does not, by itself, make a piece personalised. Your cancellation and after-sales rights under applicable law remain unaffected.
4. Changes to Delivery Details
Please check your recipient name, telephone number, and full delivery address carefully before placing your order. If you notice an error, contact us immediately.
Before dispatch, we will do our best to update your details. After dispatch, address changes or parcel interception depend on the carrier and cannot be guaranteed. If additional charges apply, we will explain them and obtain your agreement before proceeding.
5. Dispatched Orders
Once your order has been handed to the carrier, we cannot directly change its contents.
If you wish to cancel, we will check whether the parcel can be intercepted. If interception is unavailable, please follow the applicable returns policy.
Please contact us for instructions before refusing delivery or returning a parcel, as doing so without prior arrangements may delay processing. Dispatch does not affect any statutory withdrawal or return rights you may have.
6. Refunds & Order Issues
Once your cancellation is confirmed, any amount due will be refunded to your original payment method, and we will notify you by email. The time it takes for the refund to appear depends on your bank or payment provider.
If we cannot fulfil all or part of your order because of stock availability, material supply, or another issue, we will notify you promptly and refund the amount paid for the unfulfilled items.
If we cannot dispatch within the promised timeframe, we will provide an updated estimate and offer you the choice of accepting the delay or cancelling the unshipped items for a refund.
This policy does not limit your rights under applicable law, including those relating to faulty goods or items that do not match your order.