TM & Co. Jewels

Last Updated: January 2026

We want you to love your jewelry. If something isn't quite right, we offer a clear and fair returns and exchanges process.

1. RETURN WINDOW

You may request a return or exchange within 30 days of delivery.

Holiday Extension: Orders placed between November 1 and December 24 may be returned until January 31 of the following year.

Important:

Return requests must be initiated within 30 days
Items must be shipped back within 14 days of return approval
Requests submitted after this period fall outside our policy

2. ELIGIBLE RETURNS & EXCHANGES

To qualify for a return or exchange, all items must:

Be unused and unworn
Be returned in original condition (no scratches, marks, or signs of wear)
Include original packaging (box, tags, and all materials)
Include proof of purchase

We reserve the right to decline any return that fails inspection or does not meet these requirements.

3. NON-RETURNABLE ITEMS

For hygiene, customization, and quality reasons, the following items cannot be returned or exchanged:

❌ Earrings (all types - hygiene policy)
❌ Personalized or engraved jewelry
❌ Custom-made items (made to your specific specifications)
❌ Final Sale items (clearly marked at checkout)

Note: Items from our standard handmade collection ARE returnable. Only custom orders made specifically to your personal specifications are non-returnable.

4. SALE & PROMOTIONAL ITEMS

Flash Sales & Clearance Items:

Items purchased during sales or with discounts are eligible for exchange or store credit only
Sale items are non-refundable

Sitewide Promotions:

Items purchased during sitewide promotions (e.g., Black Friday, holiday sales) are eligible for our standard return policy
Full refunds to original payment method available

Promotional Gifts:

If you received a complimentary gift with your purchase, you must return the gift along with your order to receive a full refund
If exchanging your item, you may keep the complimentary gift

5. HOW TO START A RETURN

Step 1 – Contact Us

Visit our online returns portal or email our support team within 30 days of delivery to request authorization:

Returns Portal: Returns & Exchange Center

Email: support@tmandcojewels.com

You will need:

Your order number
Email address used for purchase
Items you wish to return
Reason for return
Photos (if claiming defect or damage)

You will receive instant approval and return instructions.

Step 2 – Choose Your Return Shipping Method

Option A - Prepaid Return Label (Recommended):

Generate a prepaid return label through our portal
Cost: $7.95 (deducted from your refund)
Print the label and attach it to your package
Drop off at your nearest carrier location

Option B - Use Your Own Carrier:

Use any tracked shipping service of your choice
You pay shipping costs directly to the carrier
Email tracking number to: support@tmandcojewels.com
This option may be cheaper if you have preferred carrier rates

Important: All returns must use a tracked shipping service. The sender remains responsible for the package until it reaches us.

Step 3 – Prepare Your Package

Print and include your original order confirmation
Secure the item in its original packaging with all tags and materials
Seal the package securely
Attach your shipping label

This helps us identify your order without delay.

Step 4 – Ship Your Return

Drop off your package at the carrier location
Keep your tracking number for your records
You are responsible for ensuring safe return to us

Return Address: You will receive the return address in your approval email or through the returns portal.

6. EXCHANGES

We offer direct exchanges for size or color variations of the same item.

How Exchanges Work:

Start your return through our online portal and select "Exchange"
Choose your replacement item (size, color, or variant)
Return your original item using the instructions above
Once we receive and inspect your return (1-3 business days), we will ship your replacement item at no additional shipping cost to you
You only pay return shipping; we cover outbound shipping for your replacement

Total turnaround time: Approximately 2-3 weeks

Want a Different Item Entirely?

We do not offer direct exchanges for completely different products
Return your original item for a refund or store credit
Place a new order for the item you prefer

International Customers:

Direct exchanges are not available for international orders
Return your item for store credit (110% bonus available)
Use store credit to place a new order

7. REFUND PROCESSING

Once your return is received and inspected, approved refunds are processed according to your selected refund method.

Refund Option 1 - Original Payment Method

Full refund issued to the original payment method (credit card, PayPal, etc.)
Processing time: 7-14 business days after approval
Original shipping fees are non-refundable
Return shipping costs are not reimbursed

Refund Option 2 - Store Credit (Bonus)

Receive 110% of your order value in store credit
Example: $100 order = $110 store credit
Instant processing upon return approval
Store credit never expires
Can be used on any future purchase

Refund Timeline

Full Process:

You ship return → We receive in 5-10 business days
Inspection & approval → 1-3 business days after receipt or submission of required information
Refund approval email sent to you
Refund processed → 7-14 business days to your account (original payment) or instant (store credit)

Total time: Approximately 2-4 weeks from when you ship your return

Note: All returns and claims are reviewed within 1-3 business days after receipt or submission of required information. Once approved, refunds, replacements, or store credit are processed according to your selected option.

8. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your jewelry arrives damaged, defective, or incorrect, we will resolve it at no cost to you.

To qualify, you must:

Contact us within 7 days of delivery
Email: support@tmandcojewels.com
Subject line: "Defective Item - Order #[your order number]"
Include clear photos or video showing the issue

What Qualifies as Defective:

Item arrived damaged in transit
Manufacturing defect (broken prong, loose stone, cracked band, missing components)
Wrong item sent
Significantly different from product description or photos
Missing stones or parts

What Is NOT Covered:

Normal wear and tear after delivery
Tarnishing from chemicals, perfumes, chlorine, or pool water
Damage caused after delivery
Size or color preference (use standard return policy)
Minor variations in handmade items (natural characteristics)

Once Verified, You May Choose:

A free replacement of the same item
An exchange for a similar item
A full refund (including original shipping costs)

We provide prepaid return shipping when required.

Response Time:

We respond to all defect claims within 24 hours (business days)
Resolution initiated immediately upon verification

9. ORDER CANCELLATIONS

Within 48 Hours of Order Placement:

FREE cancellation with full refund
Email: support@tmandcojewels.com immediately
Subject line: "URGENT - Cancel Order #[your order number]"

After 48 Hours, Before Shipping:

Cancellation possible with a 30% restocking fee
This covers supplier processing and materials costs
Refund (minus restocking fee) issued within 5 business days

After Item Has Shipped:

Orders cannot be cancelled once shipped
Use our standard return process upon delivery
30-day return window applies from delivery date

10. RETURN SHIPPING COSTS

Standard Returns (change of mind, preference, size/color):

Customer is responsible for return shipping costs
Option 1: Prepaid label through our portal - $7.95 (deducted from refund)
Option 2: Your own carrier - you pay directly

FREE Return Shipping Provided For:

✓ Defective or damaged items
✓ Wrong item sent by us
✓ Manufacturing quality issues verified by our team

International Returns:

Customer is responsible for all return shipping costs
Must use a tracked shipping service
We recommend marking the package as "RETURN" to avoid additional customs charges
Original customs duties, VAT, or import taxes are non-refundable

11. RESTOCKING FEES

No Restocking Fee:

Items returned in original, unworn condition
All original packaging, tags, and materials included
Return initiated and completed within 30-day window

20% Restocking Fee Applied:

Original packaging is missing, damaged, or incomplete
Tags have been removed
Item shows signs of wear (scratches, tarnish, marks)
Item is not in resellable condition

30% Restocking Fee:

Order cancelled more than 48 hours after purchase but before shipping
Covers supplier processing and materials costs

Maximum Fee:

Restocking fees are capped at 30% of item value

No Fee for Defects:

Restocking fees never apply to defective, damaged, or incorrect items

12. INTERNATIONAL ORDERS

Return Window:

Same 30-day return policy applies worldwide
Calculated from delivery date

Return Shipping:

Customer is responsible for all return shipping costs
Must use a tracked shipping service (mandatory)
We recommend marking packages as "RETURN - DO NOT ASSESS DUTIES"

Customs & Duties:

Original import taxes, duties, and VAT are non-refundable
Return shipments may incur fees (varies by country)
We cannot reimburse customs or duty charges

Exchanges:

Direct exchanges are not available for international orders
Return your item for store credit (110% bonus available)
Use store credit to place a new order

Refund Processing:

Same 7-14 business day timeline after receipt and approval
Refunds issued in original currency
Exchange rate fluctuations may affect final refund amount

13. GIFT RETURNS

Returning a Gift:

If you received jewelry as a gift and would like to return it:

Visit our returns portal and select "Returning a Gift"
Enter the order number and postal code from the original order
Provide your own contact details for the return
The original purchaser will NOT be notified of the return

Refund Options for Gifts:

Store credit for the full value of the item
Exchange for an item of equal value
Cash refunds require approval from the original purchaser

Need Help Finding the Order Number?

Contact us at: support@tmandcojewels.com
Provide: Recipient name, delivery address, and approximate order date
We will locate the order discreetly

14. QUALITY GUARANTEE

Every piece of jewelry is inspected before shipping. If you receive an item with a manufacturing defect, we will make it right immediately.

Covered for 90 Days from Delivery:

Loose or missing stones
Broken prongs, clasps, or closures
Band cracks or breaks
Plating or finish defects
Manufacturing-related tarnishing

Not Covered:

Damage from chemicals, perfumes, lotions, or pool water
Normal wear and tear (e.g., prong thinning over time)
Loss or theft of jewelry
Scratches from daily wear
Repairs or modifications performed by other jewelers

How to File a Quality Claim:

Email photos or video to: support@tmandcojewels.com
Describe the issue clearly
Include your order number
We will assess within 24-48 hours
Free repair or replacement if the issue is covered

15. HIGH-VOLUME RETURNS POLICY

Fair Use Policy:

We reserve the right to limit or suspend returns from accounts showing excessive return rates (over 60% of orders returned within a 6-month period).

Why This Policy Exists:

Protects competitive pricing for all customers
Prevents abuse of our return policy
Ensures sustainable business practices

How It Works:

First notice: Friendly reminder about return rate
Second notice: Account review and discussion
Continued pattern: Account restrictions or closure may apply

Note: This policy does not apply to legitimate quality issues or defective items.

16. DELIVERY ISSUES

Lost Package:

Contact us immediately: support@tmandcojewels.com
We will file a claim with the carrier
Replacement or refund issued after carrier investigation (7-14 business days)

Stolen Package (after confirmed delivery):

File a police report
Contact us with the report number
We will assist where possible, but cannot guarantee replacement for stolen packages
Consider requiring signature confirmation on future orders

Delivery Delays:

Estimated delivery times are not guaranteed
Delays caused by customs, carriers, weather, holidays, or peak seasons do not qualify for refunds
We will work with the carrier to locate your package

Refused Delivery:

If you refuse delivery due to unpaid customs fees or duties, no refund will be issued
Customers are responsible for all import duties, taxes, and fees
All international orders ship on a Delivered Duty Unpaid (DDU) basis

17. CUSTOMS, DUTIES & TAXES

International Orders:

All international orders ship on a Delivered Duty Unpaid (DDU) basis.

Local customs duties, VAT, or import taxes are the customer's responsibility
Fees vary by country and are determined by local customs authorities
We cannot predict or control these fees
Refused deliveries due to unpaid customs charges are non-refundable

Returns:

Original customs duties and taxes paid are non-refundable
Return shipments may incur additional customs fees in some countries

18. DELIVERY TIME DISCLAIMER

Delivery Times Are Estimates:

All delivery timeframes provided are estimates only and are not guaranteed.

Processing time: 1-3 business days before dispatch
Transit time: Varies by shipping method and destination
Total delivery time = Processing + Transit time

Delays May Occur Due To:

Customs clearance procedures
Carrier delays or operational issues
Public holidays or peak shopping seasons (e.g., Black Friday, Christmas)
Weather conditions or natural events
Address issues or delivery exceptions

Delays do not qualify for refunds. If your order is significantly delayed, we will work with the carrier to locate your package and resolve the issue.

19. CONTACT

For any return, exchange, or refund request, please contact us:

📧 Email: support@tmandcojewels.com
🌐 Returns Portal: Returns & Exchange Center

⏰ Response Time: Within 24 hours (business days: Monday-Friday)

Company Name: TM & CO. JEWELS LTD
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Registered in: England and Wales
Contact Email: admin@tmandcojewels.com

When Contacting Us, Please Include:

Your order number
Item name or SKU
Clear description of your request or issue
Photos (if applicable for defects or damage)

20. POLICY UPDATES

We reserve the right to update or modify this Returns & Refunds Policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

Your continued use of our website and services after any changes constitutes acceptance of the updated policy.

For questions about this policy, please contact: support@tmandcojewels.com

Thank you for shopping with TM & Co. Jewels. We're here to ensure you have a positive experience with every purchase.

This policy is effective as of February 2026 and applies to all orders placed on or after this date.

Need Help ?

Contact our Customer Care Team.

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