If it isn’t right

You have 14 days from the day your parcel arrives to tell me you want to cancel. You do not need a reason. Once you have told me, you have a further 14 days to get the item back to me.

Email hello@tengology.com with your order number and what you would like to send back. A message is enough — there is no form to fill in.

Return postage for a change of mind is yours to pay. Please use a tracked service and keep the receipt: until the parcel reaches me it is still your responsibility, and without tracking neither of us can prove where it went.

If a piece is faulty, damaged in transit, or simply not what you ordered, the postage is mine. Do not pay to send it back — tell me first and I will cover it.

Please return pieces unworn and in their original packaging, with any card or tag still attached. You are welcome to try something on the way you would in a shop; a piece that has been worn out for an evening is a different matter, and I may reduce the refund to reflect its condition.

Two things are excluded, because they are made to your specification and cannot be sold to anyone else:

• The Birthstone & Initial Choker, once strung with the letter you chose.
• Bespoke designs made in the online designer to a strand you laid out yourself.

This is the personalised-goods exception in the Consumer Contracts Regulations 2013, and it is why it is written here rather than sprung on you afterwards. Everything else in the shop can be returned.

It does not touch your rights if something arrives faulty. A personalised piece that is broken, wrong, or not as described is still my problem to fix.

Tell me within 30 days of delivery and you can reject the piece outright for a full refund. After that, I will repair or replace it. These are your rights under the Consumer Rights Act 2015 and nothing on this page reduces them.

Handmade work varies — a bead sits slightly differently, a felt petal curls its own way, natural stone is never twice the same colour. That is the nature of the thing rather than a fault. A clasp that fails or a hook that bends is a fault, and I want to know.

Refunds go back to the card or account you paid with, within 14 days of the item reaching me. I refund what you paid for the piece plus the standard delivery charge; if you chose express delivery, I refund the standard rate rather than the upgrade.

Bank clearing usually adds a couple of days at the far end, which is out of my hands.

If a parcel has not arrived, start on the delivery page — it explains how long to wait before a parcel counts as lost. For anything not covered here, just write to me.