Refund policy

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.

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.

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.

Damaged or non-conforming products

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. 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].