Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused in its original box / packaging. You’ll also need the receipt or proof of purchase email.

To start a return, you can contact us at sales@keikobee.co.uk. If your return is accepted, we'll email you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will also be responsible for the cost of return shipping.

You can always contact us for any return question at sales@keikobee.co.uk.

Once an item that has been tracked and states that it has been delivered to your address, we will no longer be responsible for the goods or loss of them.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards, bespoke / customised pieces or earrings (due to hygiene reasons).

Skin Discolorations or Reactions

We do not accept returns in the rare instance of skin reactions or discoloration of fingers - this is because all of our pieces are hallmarked by the London Assay Office which confirms they are either 925 Sterling Silver or the stated Caratage of Gold (as advertised).  If you find that you have a reaction, please contact us and we will provide you with the necessary guidance and website links to resolve this issue efficiently.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Online Order Cancellation

If you wish to cancel an order placed online at keikobee.co.uk, this must be done within 48 hours of ordering.  This is because we are a small team and every item is made to order specifically for the customer, and after this time, production on your order will have already commenced. If you cancel within the first 48hr window, you will receive the full amount minus a small fee to cover what we are charged on the processing of the original transaction through Shopify ie the Currency conversion fee (if you used any other currency than GBP) plus the Shopify Fee as these are not refunded back to us if we process a refund to you. 

Refunds
If you have emailed us about a refund and returned an item, we will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be emailed and refunded on your original payment method, the original payment amount minus the transaction fee that Shopify charges us and doesnt refund. Please remember it can take some time for your bank or credit card company to process the refund too.

Keiko Bee does not accept any responsibility for return postage costs, or for any items lost, stolen or damaged in transit. These responsibilities are those of the customer.  We, therefore, strongly recommend insuring and using a secure and tracked service to return the goods to Keiko Bee. 

Covid 19 or other world events

Any requests for refunds due to postage delays caused by Covid 19 restrictions, weather or any other event out of our control, will not be accepted because all of our pieces are made to order for every customer.

To Overseas Customers

Please note that if you live outside of the UK your purchase may be liable to import taxes and duties. 

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will hopefully ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be deducted from the customer refund. This may also delay the returns process.  If you return your item to us, we are unable to refund any of these charges.  Please contact your local customs office for further details as they may be able to help advise you further.

Copyright

All of our jewellery pieces and designs are copyright and are owned by Keikobee.co.uk.  Any attempt to copy or the re-sale of these items is strictly prohibited and will be met with prosecution.