Refund policy

At Keyes, each piece of jewellery is handcrafted to order with care and attention. As all our pieces are made especially for you, our returns policy reflects the bespoke nature of our work. 

1. Exchanges

We understand that sometimes a piece may not feel quite right. While we do not offer refunds for change of mind, we are happy to offer exchanges where possible. Please contact us to discuss your options - we’ll do our best to accommodate where feasible.

Bespoke orders that are made to order and customised to your specifications are exempt from this.

2. Faulty or Damaged Items

If your item arrives faulty or damaged we will offer a repair, replacement, or full refund. 

If you believe your item is faulty:

  1. Please email us at studio@keyeskeyeskeyes.com within 14 days of receiving your order.

  2. Include your order number, a description of the issue, and clear photographs.

  3. We will review your case and respond with next steps.

3. Return Conditions

If a return is required, we will cover reasonable return postage costs for faulty or incorrect items.

Please note, items must be returned in original packaging and must be unworn in original condition. 

4. Repairs and Repolishing

Jewellery is meant to be worn and with time, wear can naturally occur. We're pleased to offer a repairs and repolishing service to help keep your jewellery looking its best.

This service may be subject to an additional cost, depending on the work required.

Please contact us at studio@keyeskeyeskeyes.com with photos and a brief description of your item’s condition. We will assess the piece and provide a quote and time estimate.