Customer Support
About
"If you're happy, we're happy" that's our motto. Our jewellery is designed and made with the utmost attention to detail.
In the unlikely event that something is wrong, we will always try to find a solution together. 
It is best to give us your feedback via chat (the button on the bottom right of your screen) or via mailinfo@kayajewellery.co.uk, we often respond the same day. 
You can also call me (Tanja) on my UK number: +44 794 861 2511 

14 days 100% Satisfaction Guarantee

You may return your jewellery in its original state for whatever reason up to 14 days after receipt (except custom-made engraved jewellery).
- If you need a long-term exchange (for example because it is a gift), this is possible. Send an email beforehand to info@kayajewellery.co.uk.
- Did you order the wrong size?
 No problem. We will exchange it free of charge for you. The only thing you pay for is the cost of returning the package to us.

Exception: Engraved jewellery
 
These are specially made for you, custom-made. This jewellery can not be sold to anybody else after return. Engraved jewellery is therefore exempt from the 14-day warranty. 
If we have made a mistake with your order (eg. a misspelling of a name), then we will make sure to correct it and you will receive a new piece of jewellery. Contact us for details.

Returns

We do our utmost to provide you with comprehensive and complete information about the jewellery. If you are still not completely satisfied, for any reason, you can return the jewellery after receipt. Returned products must be in their original packaging and in an unused condition. We will refund the price you paid for the goods as a gesture of goodwill. Please follow the following procedure:

1) Contact us within 14 days of receipt of your jewellery via info@kayajewellery.co.uk
Please state the following with your return: 
- Your name 
- Your bank account information so we can refund the purchase amount 
- Invoice number 
- Reason for return


2) You will receive a message back from us. Then you can send the jewellery (within 21 days of receiving) to the following return address: 
KAYA Jewellery 
Lucien Road 23
SW19 8EL London


3) Until the shipment is received by us, the responsibility of the returned product would normally lie with the customer. However, our philosophy is confidence, so we will refund your purchase amount immediately after you have indicated that the package has been returned to us. 


4) The cost of returning the package will be borne by you and are not reimbursed.


5) If you don't use the 100% satisfaction guarantee, then the sale will be final 14 days after receipt of your jewellery.
 

Packaged to Perfection

We are very proud of our wrapping service and believe that every item should be packaged to perfection. After all, whether it's a treat for yourself or for someone else, who doesn't love opening a beautiful, hand-tied parcel to reveal a wonderful gift?

 

Warranty

As much as possible, KAYA strives for a satisfied customer. Therefore, we try to be very flexible with our warranty, although not unlimited. 
European law states that a consumer can expect a piece of jewellery to be 'sound' for a logical period. That means that you may assume that your ordered product will last a certain time with normal use. 
Within the period of warranty you can return a product that is defective to us for repair or - if repair fails - replacement for a similar product. 

There are some exceptions:

* Discolouration of precious metals 
Sterling silver can discolour (oxidize) by exposure to oxygen, perfume and sweat. 
This discolouration can be prevented in most cases or resolved by polishing with a special jewellery cloth. 

* Wear of silver or silver-plated parts 
A silver plated piece of jewellery has a thin layer of silver on a surface of non-noble metal. 
In ordinary everyday use that layer can wear off, for example, by contact with other parts of the jewellery or clothing. 

* Scratches or dulling of smooth surfaces 
Jewellery with smooth surfaces can be dulled by tiny scratches. In the case of a piece of jewellery that consists of several components those scratches can arise because the components move over or against each other. 

* Breaking of necklace or bracelet 
KAYA only offers necklaces and bracelets of high quality. 
If your chain breaks anyway (for example by being caught behind something or because a small child grabs the chain) this is exempt from warranty. 

* Damage caused by improper cleaning 
A piece of jewellery is a delicate subject that is often made of soft, sensitive materials (such as silver). Damage caused by improper cleaning (eg. by sanding or using chemicals) does explicitly not fall within the warranty. 


Repair

Of course, we understand your disappointment if your jewellery is not covered by our warranty. Therefore, we offer the following solution for jewellery that has been purchased not more than three months ago:


- Silverplated Pearl Bracelet: we can make and send you a new bracelet for a symbolic price of £6.
- Silver Pearl Bracelet / Pearl Necklace:
 we can make and send you a new bracelet or necklace for a symbolic price of £8.
- Other jewellery: you will receive a 40% discount for a replacement piece of jewellery


To make use of this repair service, we ask you to mail an explanation and a picture of the broken jewellery to info@kayajewellery.co.uk. We then will contact you.


Company details

KAYA Jewellery, Lucien Road 23, London SW19 8EL 
Email: info@kayajewellery.co.uk 
Tel: +44-794 861 2511 


Other information

Bank account number: NL52RABO0171663608 in name of Kaya Jewellery 
BIC: RABONL2U 
VAT number: NL175260837 
Chamber of Commerce registration number: 54484529


Shipping

Your order will be delivered free of charge. All shipments will fit through the letterbox, so you do not have to stay at home. The risk of shipping lies with the buyer, but is insured by Royal Mail for up to £20. If you want more security, then choose to send it insured (up to £50 for an extra £3).


Delivery

KAYA jewellery will aim to deliver your order to you within 1 to 3 business days depending on your chosen piece of jewellery. The period of time starts from the moment the payment is received by us. Do you have a rush order, please send a message via mail or chat, and we will see what we can do to speed your delivery along.


How can I use my gift card?

Fill in the Gift Voucher code in the 'Discount or Voucher code' in your shopping cart menu. Then click on 'Apply'. 
Finished shopping? Click "Proceed to checkout".


Is payment secure?

Payment via our website is 100% safe because we work with a secure server. You run no risk. 


Will I get a message when my payment has come in? 

Of course you will receive a message from us by email. After that we will process your order and it will take approximately 1 to 3 days before you will receive your jewellery. 


Payment methods

KAYA uses a secure checkout system, and has a great choice of payment methods.
All our payment methods are free and guaranteed safe.

PayPal 
PayPal is a secure payment method. You can choose this payment method when you checkout.
Or make your payment on our PayPal account info@kayasieraden.nl (this is our dutch sister company with which we share the PayPal account).
The money will be in our account within 5 minutes and your shipment will not be delayed.


Credit Cards 
We accept all major credit cards and unlike other online shops, you don't pay any extra charge to use your credit card in our checkout. We use MasterCard SecureCode, 3D Secure, Verified by Visa, Maestro SecureCode and American Express.


Bank transfer 
You can also transfer money by wire transfer. 
Transfer the total (include the order number in the description) to bank account EN52 RABO 0171 6636 08 in name of KAYA jewellery (BIC: RABONL2U). We will process the order as soon as we have received your payment. This can take 2 days so if you are in a hurry, please send us a confirmation of your payment (with a screenshot of your payment) to info@kayajewellery.co.uk so that we can dispatch your order.

Voucher / Discount Code 
Did you win a voucher or discount through a giveaway, or did you receive a gift voucher from KAYA Jewellery? 
Simply enter the code of the coupon in 'Discount or Voucher code' during the checkout process. 
The value of the voucher will be automatically deducted from the total amount. 
If you have chosen jewellery for a higher amount than the voucher is worth, then you can simply pay the extra amount with any of the above payment methods.
Vouchers and discounts are not redeemable for cash and are valid for 1 year from date of issue.