If it isn’t right

You have 14 days from the day your parcel arrives to tell me you have changed your mind. You do not need a reason. Once you have told me, please post the piece back as soon as you can.

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 — that is enough to see if it suits you.

If a piece has already been worn, or taken out for an evening, it is no longer in new condition. I cannot accept it for a change-of-mind refund, and I will decline the return.

This applies only when you are changing your mind. If something is faulty, damaged in transit, or not what you ordered, your rights are unchanged — see If something is faulty below.

A few pieces cannot come back for a change of mind:

• 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.
• Earrings — for hygiene reasons, earrings cannot be returned. Please choose carefully before you order.

The first two are the personalised-goods exception in the Consumer Contracts Regulations 2013 — made to your specification and cannot be sold to anyone else. Earrings are held back for hygiene. Everything else in the shop can be returned unused and as new.

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

If something is wrong within 30 days of purchase — a craftsmanship fault, damage in transit, or not what you ordered — write to me with a photo and your order number if you have it.

I will usually offer to repair it first. If I cannot put it right, you can have a refund. We agree one fair remedy for the same issue: you will not receive a full refund and a repair or replacement together.

If you would rather return an unusedfaulty piece for a refund in those first 30 days, your short-term right to reject still applies — tell me, and we will sort it that way instead.

Damage from accident, alteration or misuse after delivery is not treated as a fault — I can still quote a paid repair if you want.

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.

These are your rights under the Consumer Rights Act 2015, and nothing on this page reduces them. For how studio repairs work after purchase — what is free in the first 30 days, paid repairs, and postage — see the repair section of the FAQ.

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.