FAQ's


What countries do you ship to?

We are pleased to be able to offer domestic shipping to the UK, as well as international worldwide shipping. If your country is not listed when you reach the checkout, please email us.

 

How long will it take to receive my order?

Your order will take 1-2 business days to be processed and dispatched.

We ship our orders using:

  • Royal Mail 1st class

Delivery dates will depend on the location the package is being shipped to.

 

What metals are used in the making of the jewellery?

  • 925 sterling silver
  • Natural shell
  • Natural gemstone

 

Do you offer exchanges or refunds?

We do not offer refunds, unless the item is proven to be faulty.

We do offer exchanges, if the initial purchase is returned in its original condition & packaging within 14 days, with no signs of wear/damage. Please note, the purchaser is required to pay for any cost in regards to shipping.

 

What do I do, if I ordered the wrong size?

Drop us an email as soon as you can for exchange instructions.

 

What payment options do you provide?

You can securely pay for your goods using:

  • Visa
  • Credit card
  • American Express

 

When will I receive my order confirmation?

You will receive an automated email confirming your order from us within a few hours. If you do not receive this email, please check your junk mail and confirmation email you provided, before getting in contact.

 

Who pays for any applicable international taxes and import duties?

International taxes and duties are at the customer's expense. This amount is usually payable upon collection. You can check your average tax and duty rate with your local post office.

Please enquire at your local customs office about the fees associated with taxes and duties before you place your order. Orders will not be refunded by Kembali Collections for reasons associated with taxes and duties payable by the purchaser.

Kembali Collections is not liable for any costs associated with goods that are destroyed due to non-payment of taxes and duties payable by the purchaser.

 

How will my order be packaged?

Your order will be packaged in one of our beautiful organic cotton Kembali draw-string pouches.

 

What if my item is lost or damaged?

If this is the case, we will lodge a claim on your behalf. If your package does not arrive or arrives in a damaged state, please contact us as soon as possible and within 2 weeks from confirmation of dispatch. We will take all necessary steps to ensure you receive a new item in an undamaged state.

Kembali Collections is not liable to replace or compensate for lost / damaged items in the following instances:

  • the item is seized by customs, or any other government agency
  • the item is sent to a country where no postal/courier service exists
  • the loss/damage occurs after delivery
  • if you have not provided a secure address

 

How long does customer service take to reply to emails?

We are an extremely small team, who do our very best to respond to emails in 1-3 working days. Please be patient with us. If you have not received a response in 1-3 working days, please send us a friendly reminder. x

 

How do I become a stockist of Kembali Collections?

Please email us with details of who you are / where you are and we will be very excited to chat further with you!

 

I live local, can I place an order and pick it up?

We do our best to get our pieces out to local followers of Kembali Collections. Drop us an email and we normally can get something sorted! Alternatively, follow our Social Media channels to see when our next market date is :)

 

What currency are the prices displayed in?

All prices on our website are displayed in Great British Pounds (GBP).


Do you offer discounts or promotions?

We run occasional discounts and promote them via our social media channels. Ensure you’ve followed us, so you are first to know! Insight to future sales is not available.