RETURNS:
In the unlikely event that you are unhappy with your purchase, we are happy to exchange or refund items returned within 14 days of delivery. Regrettably, any returns received outside of the returns window will be refused or issued with a credit.
All items must be returned unworn, in their original packaging. We cannot accept returns on earrings, according to best practice hygiene standards, nor do we accept returns of any made-to-order, bespoke or engraved pieces.
To start a return, you can contact us at info@kenshoheirlooms.com. We aim to process returns within 3 working days of receipt, however, during busy periods, it may take us a little longer. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at: info@kenshoheirlooms.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned or exchanged, like items that do not meet our return/exchange criteria. Please get in touch if you have questions or concerns about a specific item.
Unfortunately, we cannot accept returns on sale items or gift cards. For hygiene reasons, earrings can not be returned or exchanged.
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.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kenshoheirlooms.com.
