Refund policy

Changing your mind

You can cancel your order and return your items for a refund within 14 days of receiving them. You do not need to give a reason. To cancel, email hello@thetoymakerskey.com with your order number and tell us you want to cancel. You then have 14 days from the day you told us to send the items back.

Please return items unused and in their original condition and packaging.

How to return an item

After you have contacted us, send the items to RETURN ADDRESS. You pay the cost of returning items you have changed your mind about. We recommend a tracked service, because the items remain your responsibility until they reach us.

Refunds

We will refund the price of the items and the standard delivery charge you paid within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is earlier. Refunds go back to the payment method you used for the order. If you chose a more expensive delivery option than our standard one, we refund only the cost of standard delivery. We may reduce the refund to reflect any loss in value if the items have been handled more than was needed to inspect them.

Faulty, damaged or incorrect items

If an item arrives damaged or faulty, or is not what you ordered, email hello@thetoymakerskey.com as soon as you can with your order number and photos. We pay the cost of returning these items.

Your rights under the Consumer Rights Act 2015 apply. In summary, if an item is faulty, you can reject it and get a full refund within 30 days of delivery. After that, you are entitled to a repair or a replacement, and to a refund or a price reduction if that is not possible or does not fix the problem. If we agree that an item is faulty, we will refund you within 14 days. Your legal rights are not affected by this policy.

Handcrafted jewellery

Each piece of jewellery is handcrafted, so small variations in finish are a normal part of the product and are not faults. Where a product page gives sizing guidance, please check it before you order.

Personalised or custom items

If we make an item to your own specification, we cannot accept it back for a change of mind unless it is faulty, damaged or not as described.

Orders from outside the UK

The same 14-day period applies to orders delivered outside the UK. You pay the cost of returning items, and we cannot refund import duties and taxes charged by customs on your order.

Items bought in person

If you bought from us in person at an event, you can return unused items within 14 days on the same terms as an online order. Items bought from a shop or stockist are covered by that retailer's own returns policy.