Shipping & Returns

Shipping

Orders are processed Monday through Friday. Orders placed on weekends or public holidays are processed on the next business day. All orders ship from Luxembourg.

Personalised jewellery is made to order. The preparation time shown on the product page or in the order confirmation is added to the delivery time.

Delivery times and rates

The applicable shipping charges are calculated and displayed before payment.

Duties and taxes

For deliveries outside the European Union, customs duties and local taxes may apply. They are not included in the order total and remain the recipient’s responsibility.

Teddy & Oly cannot be held responsible for delays caused by customs procedures.

Personalised jewellery

Medallions engraved or made according to your choices are created especially for you. They cannot be returned or exchanged simply because you have changed your mind. This restriction does not affect your rights if the product is faulty, damaged or does not match your order.

Before confirming the personalisation, please check the name, date, gold colour and selected options carefully. The information shown in the cart and order confirmation is used as the reference for production.

Returns of non-personalised items

For a non-personalised item, you may notify us of your decision to withdraw within 14 days of receiving it. After notifying us, you have 14 days to return the item.

The item must be returned complete and in its original condition. You may be held responsible for any loss in value resulting from handling beyond what is necessary to establish the item’s nature and characteristics.

To exercise this right, contact maude@teddy-oly.com, clearly stating your decision and order number. Direct return costs are your responsibility, unless we made an error or the product is faulty.

Return address

Teddy & Oly
101 Allée Léopold Goebel
1635 Luxembourg
Luxembourg

Damaged or non-conforming products

Please inspect your order upon delivery. If an item is damaged, faulty or different from what you ordered, contact us as soon as possible with your order number, a description of the issue and any useful photographs. We cover the return costs for faulty or non-conforming products.

Refunds

For a valid withdrawal, we refund the amounts received, including the initial standard delivery charge. Any additional cost resulting from choosing a more expensive delivery method than the standard option offered is not refunded.

The refund is issued to the original payment method within 14 days of your notification. We may wait until we have received the returned item, or proof that it has been sent, before issuing the refund.

Model withdrawal form

To Teddy & Oly, 101 Allée Léopold Goebel, 1635 Luxembourg, Luxembourg — maude@teddy-oly.com

I hereby give notice that I withdraw from my contract for the following goods: [please complete].
Ordered on / received on: [date].
Order number: [number].
Consumer’s name and address: [please complete].
Date: [please complete].