TM & Co. Jewels

 

Q1.  How do I place an order?

Simply browse our collections, select your preferred piece, choose your size or variant, and click 'Add to Cart'. When you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order. You'll receive an order confirmation email within minutes.

 

Q2.  What payment methods do you accept?

We accept a wide range of secure payment methods, including:

•     Cards: Visa, Mastercard, American Express, Discover, Diners Club, Maestro, Union Pay

•     Digital wallets: Apple Pay, Google Pay, Shop Pay, PayPal

•     Buy now, pay later: Klarna

•     Regional: Bancontact

All transactions are processed securely at checkout.

 

Q3.  Can I modify my order after placing it?

Order modifications are possible within 48 hours of placing your order, provided it has not yet been dispatched. Please contact us at support@tmandcojewels.com as soon as possible with your order number and the changes you'd like to make. Once an order has been dispatched, we are unable to make modifications — but our 30-day return policy will apply once your order arrives.

 

Q4.  Can I cancel my order?

Yes — cancellations are free of charge within 48 hours of placing your order, provided it has not yet been dispatched.

Please note the following:

•     Cancellations requested after 48 hours (but before dispatch) are subject to a 30% cancellation fee.

•     Once an order has been dispatched, it cannot be cancelled — but you may return it under our 30-day return policy.

To request a cancellation, please email support@tmandcojewels.com with your order number as soon as possible.

 

Q5.  Will I receive an order confirmation?

Yes. An order confirmation email is automatically sent to the email address provided at checkout. This will include your order number, a summary of your items, and your delivery details. If you don't see it, please check your junk or spam folder. If you still can't find it, contact us at support@tmandcojewels.com.

 

Q6.  How do I apply a discount code?

You can enter your discount code at checkout in the 'Discount code' field. Click 'Apply' to confirm the discount before completing your order. Please note that only one discount code can be applied per order, and codes cannot be applied retroactively after an order has been placed.

 

Q7.  Do you offer gift wrapping or personalised messages?

We offer an order note option at checkout where you can include a personal message or special instructions. For gift-specific packaging or engraving availability, please check the individual product page or contact us at support@tmandcojewels.com prior to ordering. Please note that personalised or engraved items are non-returnable once created.

 

Q8.  Is it safe to shop on your website?

Yes. Our website uses SSL encryption to protect all personal and payment data. We do not store your full card details — all payment transactions are processed through secure, PCI-compliant payment gateways including Shopify Payments, PayPal, and Klarna.

 

 

 

Q9.  What shipping options do you offer?

We offer two shipping options:

•     Standard Shipping — FREE on all orders, regardless of order value.

•     Premium Priority Express Shipping — FREE on all orders over $200. A shipping fee applies for orders under $200.

Both options are available at checkout.

 

Q10.  How long does delivery take?

All orders are processed within 1–3 business days before dispatch. Estimated delivery times after dispatch are:

•     United States, United Kingdom & Europe: 3–5 business days (Premium Priority)

•     Canada: 5–7 business days (Premium Priority)

•     Standard Shipping delivery times vary by destination and are displayed at checkout.

Please note that business days exclude weekends and public holidays. Delivery times are estimates and may vary during peak periods.

 

Q11.  Is shipping free?

Yes — Standard Shipping is FREE on every order, with no minimum spend required. Premium Priority Express Shipping is also FREE on all orders over $200.

 

Q12.  Do you ship internationally?

Yes, we ship to a wide range of countries worldwide, including the United States, United Kingdom, Canada, Australia, and across Europe. Available shipping destinations and applicable costs are displayed at checkout based on your delivery address.

 

Q13.  How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your delivery. You can also track your order at any time by visiting:

tmandcojewels.com/apps/track-your-order

If you have not received a tracking email within 5 business days of placing your order, please contact us at support@tmandcojewels.com.

 

Q14.  My order says delivered but I haven't received it — what should I do?

We're sorry to hear this. Please first check with neighbours or any safe location where the parcel may have been left. If you are still unable to locate your order, please contact us at support@tmandcojewels.com within 7 days of the delivery notification, and we will investigate with the carrier on your behalf.

 

Q15.  What happens if my order is delayed?

While we aim to meet all estimated delivery times, occasional delays may occur during peak periods or due to carrier disruptions. If your order has not arrived within the estimated timeframe, please contact us at support@tmandcojewels.com with your order number and we will look into this for you promptly. Our team responds within 24 hours, Monday to Friday.

 

 

 

Q16.  What is your return policy?

We offer a 30-day hassle-free return policy. You may return or exchange any eligible item within 30 days of the delivery date, for any reason.

Items must be returned in their original, unworn condition and in original packaging. Please note the following items are non-returnable:

•     Earrings (for hygiene reasons)

•     Personalised or engraved items

•     Custom-made or made-to-order pieces

•     Final sale items

To initiate a return, please visit our Returns Centre at: tmandcojewels.com/pages/returns-center

 

Q17.  How do I return an item?

To start a return, visit our Returns Centre at tmandcojewels.com/pages/returns-center and follow the step-by-step instructions. You will be asked to provide your order number and reason for return.

You can then choose either:

•     A prepaid return label ($7.95 deducted from your refund), or

•     Use your own carrier at your own cost.

Once we receive and inspect your return, we will process your refund or exchange within 7–14 business days.

 

Q18.  What items cannot be returned?

The following items are not eligible for return or exchange:

•     Earrings — excluded for hygiene reasons

•     Personalised or engraved items

•     Custom-made or made-to-order pieces

•     Final sale items

If you are unsure whether your item is eligible, please contact us at support@tmandcojewels.com before initiating a return.

 

Q19.  How do I exchange an item?

Exchanges are handled through our Returns Centre at tmandcojewels.com/pages/returns-center. Select 'Exchange' when prompted and specify the item or size you'd like instead. Exchanges are subject to stock availability. If your preferred exchange item is unavailable, we will issue a refund or store credit.

 

Q20.  When will I receive my refund?

Once your returned item has been received and inspected, your refund will be processed within 7–14 business days to your original payment method.

Alternatively, you can choose 110% Store Credit, which is issued instantly and never expires — giving you more value than a standard refund.

Please note that original shipping fees are non-refundable, and a $7.95 deduction applies if you use our prepaid return label.

 

Q21.  What if my item arrives damaged or defective?

We're sorry if this has happened. Please report any damaged or defective items within 7 days of delivery by emailing support@tmandcojewels.com with your order number and clear photographs of the issue.

We will arrange a free prepaid return label and offer you the choice of:

•     A replacement or exchange

•     A full refund to your original payment method

Manufacturing defects are also covered by our 90-day quality guarantee.

 

Q22.  Who pays for return shipping?

You have two options for return shipping:

•     Use our prepaid return label — a flat fee of $7.95 is deducted from your refund amount.

•     Use your own carrier — you cover the cost, but no deduction is made from your refund.

For defective or damaged items, we always provide a free prepaid return label at no cost to you.

 

Q23.  Is there a restocking fee?

A restocking fee may apply in the following circumstances:

•     20% restocking fee if the original packaging is missing or damaged upon return.

•     30% cancellation fee if an order is cancelled after 48 hours but before dispatch.

No restocking fee applies to standard returns made within 30 days in original condition and packaging.

 

Q24.  What is your holiday return policy?

For orders placed between 1 November and 24 December, we extend our return window to 31 January of the following year — giving you extra peace of mind when purchasing gifts during the festive season. All standard return conditions apply.

 

Q25.  Can I return a gift?

Yes. If you received a TM & Co. Jewels piece as a gift and would like to return or exchange it, please contact us at support@tmandcojewels.com. We recommend having the original order number available if possible. Refunds for gift returns will be issued as store credit or to the original purchaser's payment method.

 

 

 

Q26.  What materials do you use?

Our jewellery is crafted from a carefully selected range of quality materials:

•     925 Sterling Silver — 92.5% pure silver, alloyed with 7.5% copper for strength and durability.

•     18K Gold PVD Plated Stainless Steel — a 316L surgical-grade stainless steel base with an 18K gold coating applied using PVD (Physical Vapor Deposition) technology.

•     Platinum-Plated Sterling Silver — sterling silver with a platinum finish for a cool, bright lustre.

•     Freshwater Pearls — genuine organic pearls cultivated in freshwater lakes and rivers.

•     Natural Gemstones — including amethyst, citrine, garnet, topaz, turquoise, and other semi-precious stones.

•     Quality Brass — used for bold statement designs, offering a warm golden tone at accessible price points.

Full material details are available on each product page and at tmandcojewels.com/pages/tm-co-jewels-materials.

 

Q27.  Is your jewellery suitable for sensitive skin?

Our 925 Sterling Silver pieces are known for their hypoallergenic properties — making them a comfortable choice for many customers with sensitivities. Our 18K Gold PVD Plated Stainless Steel pieces use a 316L surgical-grade stainless steel base, which is also known for its hypoallergenic properties and is crafted without nickel.

Freshwater pearls are similarly known for their hypoallergenic properties. If you have a known metal allergy, we recommend checking the individual product material details before purchase, or contacting us for guidance at support@tmandcojewels.com.

 

Q28.  Are your pieces crafted without nickel?

Our 18K Gold PVD Plated Stainless Steel pieces feature a 316L surgical-grade stainless steel base that is crafted without nickel, making them a popular choice for customers who prefer to avoid nickel in their jewellery. Individual product pages confirm the specific materials used for each piece.

 

Q29.  Is your jewellery water-resistant?

Our 18K Gold PVD Plated Stainless Steel pieces are water-resistant — the stainless steel core naturally resists rust and corrosion, and the advanced PVD coating provides additional durability. You can wear these pieces in everyday situations without concern.

However, we recommend removing all jewellery before swimming in chlorinated pools or saltwater, and before intense physical activities, to help maintain the quality and finish over time.

Our 925 Sterling Silver pieces are not water-resistant — exposure to moisture, chlorine, and saltwater can accelerate tarnishing. Please remove silver jewellery before swimming, bathing, or exercising.

 

Q30.  Are your pieces artisan-crafted?

Our jewellery is crafted by skilled artisans working in established jewellery manufacturing facilities, using traditional jewellery-making techniques alongside modern precision methods. We partner with experienced manufacturers who specialise in quality metalwork, ensuring each piece meets our standards for craftsmanship, durability, and finish.

 

Q31.  What is 925 Sterling Silver?

925 Sterling Silver is the internationally recognised standard for quality silver jewellery. The '925' hallmark signifies that the piece is composed of 92.5% pure silver, with the remaining 7.5% typically being copper. This alloy combination gives sterling silver its characteristic strength and durability, while retaining the beautiful cool lustre that pure silver is prized for.

To learn more, visit the Silver Institute at silverinstitute.org.

 

Q32.  What is 18K Gold-Plated Stainless Steel?

Our gold-plated pieces feature a base of 316L surgical-grade stainless steel with an 18K gold coating applied using PVD (Physical Vapor Deposition) technology. PVD creates a molecular bond between the gold and the steel — resulting in a significantly more durable and longer-lasting finish than traditional electroplating. With proper care, the gold finish can maintain its brilliance for 3–5 years or more.

To learn more about gold plating technology, visit the World Gold Council at gold.org.

 

Q33.  What is PVD plating, and why does it matter?

PVD stands for Physical Vapor Deposition — an advanced plating process in which gold is vaporised and deposited onto the stainless steel base at a molecular level. This creates a bond that is significantly harder and more durable than traditional electroplating, offering improved resistance to scratching, tarnishing, and everyday wear. PVD-plated jewellery is widely recognised as a premium standard in the industry.

 

Q34.  How long will the gold plating last?

With proper care, our PVD gold-plated stainless steel pieces can maintain their brilliance for 3–5 years or more — far longer than standard gold-plated jewellery. Longevity depends on how the piece is worn and cared for. Avoiding harsh chemicals, perfumes, chlorine, and abrasive cleaning will help preserve the finish. Please see our Care & Maintenance guidance for full details.

 

Q35.  Do you use real pearls?

Yes. Our pearl jewellery features genuine freshwater pearls — organic gemstones formed naturally inside freshwater mussels. Unlike mass-produced imitation pearls, each natural pearl is unique in shape, size, colour, and lustre. Freshwater pearls are cultivated in freshwater lakes and rivers, and are known for their beautiful natural glow and enduring quality.

 

Q36.  Do you use real gemstones?

Yes. Our gemstone jewellery features natural semi-precious gemstones, selected for their beauty, colour, and individuality. Our collection includes amethyst, citrine, garnet, topaz, turquoise, and other semi-precious stones. Each natural gemstone is unique — with its own colour variations and natural characteristics that make every piece one-of-a-kind.

 

 

 

Q37.  How do I care for my sterling silver jewellery?

To keep your sterling silver looking its best:

•     Store in anti-tarnish pouches or airtight bags when not wearing.

•     Wear regularly — natural body oils can actually help prevent tarnishing.

•     Clean with a soft silver polishing cloth to restore shine.

•     Remove before swimming, bathing, or exercising.

•     Avoid contact with chlorine, saltwater, perfume, lotions, and hairspray.

Sterling silver naturally oxidises (tarnishes) over time — this is a normal surface reaction that does not damage the silver and can be easily reversed with a polishing cloth or mild soap and warm water.

 

Q38.  How do I care for my gold-plated jewellery?

Our PVD gold-plated stainless steel pieces are designed for everyday wear. To maintain their finish:

•     Clean with a soft, dry microfiber cloth after wearing.

•     Store in a dry place when not in use.

•     Avoid harsh chemicals including perfume, bleach, and chlorine.

•     Do not use abrasive cleaners or scrubbing materials.

•     Limit prolonged exposure to saltwater.

A quick wipe with a damp microfiber cloth followed by thorough drying is all that's needed for regular cleaning.

 

Q39.  How do I care for my pearl jewellery?

Pearls are delicate organic gemstones that require gentle care:

•     Put pearls on last — after applying makeup, perfume, and hairspray.

•     Wipe gently with a soft, damp cloth after each wear.

•     Store separately in a soft pouch to prevent scratches.

•     Wear regularly — pearls benefit from natural body oils.

•     Restring pearl necklaces every 1–2 years if worn frequently.

•     Avoid water, chemicals, ultrasonic cleaners, and direct sunlight.

Pearls rate 2.5–4.5 on the Mohs hardness scale and can be scratched by harder materials, so always store and handle them with care.

 

Q40.  How do I prevent my jewellery from tarnishing?

Tarnishing is a natural process that affects silver jewellery when exposed to air, moisture, and sulphur compounds. To slow tarnishing:

•     Store silver in anti-tarnish pouches or airtight bags.

•     Keep jewellery away from perfume, lotions, and hairspray.

•     Remove jewellery before swimming, bathing, or exercising.

•     Wear your pieces regularly — natural body oils help protect the surface.

For gold-plated stainless steel pieces, tarnishing is far less common due to the PVD coating and stainless steel base. Simply avoid harsh chemicals and store in a dry place.

 

Q41.  How do I clean my jewellery at home?

For sterling silver: Use a soft silver polishing cloth for light tarnish. For deeper cleaning, use mild soap and warm water — rinse thoroughly and dry completely with a soft cloth.

For gold-plated stainless steel: Wipe with a damp microfiber cloth and dry immediately.

For pearls: Wipe gently with a soft, barely damp cloth only — avoid soaking.

For gemstones: Clean with mild soap and lukewarm water using a soft brush. Dry thoroughly. Avoid ultrasonic cleaners, harsh chemicals, and extreme temperature changes.

Never use abrasive materials, toothpaste, or chemical jewellery dips, as these can damage finishes and gemstones.

 

Q42.  My jewellery has tarnished — is this covered?

Surface tarnishing on sterling silver is a natural process and not considered a manufacturing defect. It is easily reversed with a silver polishing cloth or mild soap and water.

However, if your jewellery has tarnished unusually quickly — particularly within the first 90 days of purchase — this may indicate a quality issue, and we encourage you to contact us at support@tmandcojewels.com with your order details and photographs. Manufacturing defects are covered under our 90-day quality guarantee.

 

 

 

Q43.  How do I find my ring size?

We provide a detailed Ring Size Guide at tmandcojewels.com/pages/ring-size-guide-chart. The guide includes measurement methods using a strip of paper or existing ring, as well as a full size conversion chart across UK, US, and EU sizing standards.

We also offer resizable rings across several styles — look for the 'Adjustable' or 'Resizable' label on individual product pages. If you're between sizes, we recommend sizing up for comfort.

 

Q44.  How do I measure my bracelet size?

Our Bracelet Size Guide is available at tmandcojewels.com/pages/bracelet-size-guide. Use a soft measuring tape or a strip of paper to measure around your wrist, then add approximately 1–2 cm for a comfortable fit. The guide provides full sizing recommendations and fit advice for different bracelet styles.

 

Q45.  What necklace length is right for me?

Our Necklace Length Guide at tmandcojewels.com/pages/necklace-length-guide shows how different lengths — from choker to opera — sit on the neckline. Common lengths include:

•     14–16 inches — sits at the base of the neck (choker / collar)

•     17–18 inches — rests just below the collarbone (princess length)

•     20–22 inches — falls at or above the bust (matinee length)

•     24+ inches — drapes lower for layering or statement wear

Your choice will depend on neckline, personal style, and whether you wish to layer. The full guide includes visual references for each length.

 

Q46.  Do you offer resizable rings?

Yes. Several styles in our ring collection are available as open-band or adjustable designs that can be resized to fit. Look for 'Adjustable' or 'Resizable' in the product description. For fixed-band rings, please refer to our Ring Size Guide to ensure the best fit before ordering.

 

 

 

Q47.  What quality guarantee do you offer?

All TM & Co. Jewels pieces are backed by a 90-day quality guarantee covering manufacturing defects. If your jewellery develops a fault due to a manufacturing issue within 90 days of purchase, we will provide a free replacement, exchange, or full refund.

To make a quality guarantee claim, please contact support@tmandcojewels.com with your order number and clear photographs of the issue.

 

Q48.  What does the quality guarantee cover?

Our 90-day quality guarantee covers manufacturing defects, including:

•     Faulty clasps, closures, or settings

•     Structural defects present at the time of purchase

•     Gold plating that deteriorates unusually quickly under normal wear conditions

•     Stones or pearls that become loose due to a manufacturing fault

The guarantee does not cover damage resulting from normal wear and tear, improper care, accidental damage, or tarnishing (which is a natural process for sterling silver).

 

Q49.  How do I make a quality guarantee claim?

To make a claim under our quality guarantee, please email support@tmandcojewels.com within 90 days of your purchase date. Please include:

•     Your order number

•     A brief description of the issue

•     Clear photographs showing the defect

Our team will review your claim within 24 hours (Monday to Friday) and arrange a free prepaid return label if required. We will then offer a replacement, exchange, or full refund.

 

Q50.  Are your materials authentic?

Yes. All TM & Co. Jewels pieces are crafted from authentic, quality-verified materials. Our 925 Sterling Silver meets the internationally recognised 92.5% purity standard. Our gold-plated pieces use genuine 18K gold applied via PVD technology onto a 316L surgical-grade stainless steel base. Our pearls are genuine freshwater pearls, and our gemstones are natural semi-precious stones.

Material details are confirmed on every product page and at tmandcojewels.com/pages/tm-co-jewels-materials.

 

 

 

Q51.  How do I contact customer support?

You can reach our customer support team by email at:

support@tmandcojewels.com

We respond to all enquiries within 24 hours, Monday to Friday. For returns and order tracking, you can also use the self-service tools available at:

•     Returns Centre: tmandcojewels.com/pages/returns-center

•     Order Tracking: tmandcojewels.com/apps/track-your-order

 

Q52.  How do I create an account?

You can create a TM & Co. Jewels account by clicking 'Register' in the top navigation at tmandcojewels.com. Creating an account allows you to view order history, track deliveries, save a wishlist, and manage your details. You can also check out as a guest without creating an account.

 

Q53.  How do I unsubscribe from marketing emails?

You can unsubscribe from our marketing emails at any time by clicking the 'Unsubscribe' link at the bottom of any email you've received from us. Alternatively, you can email us at support@tmandcojewels.com and we will remove you from our mailing list. Please allow up to 48 hours for this to take effect.