All your questions, answered here!

 

My Account

 

Jewellery, Product Options & Personalisation

 

Ordering & Order Status

Shipping, Delivery & Packaging

Returns & Repairs

Pricing & Billing

Operations

Guarantees

How do I create an account?
In the top row of the online store you will see a Log In Icon.  Click on this icon and under the log in click on the Need to Register? link.  This will take you to the registration page for Kendi Jewlz.  Complete the information, submit and you will have created your new account.

Once you've created an account you simply log in and use this for future purchases.  In addition, if you are in your account when browsing, everything you put in your basket will be remembered even if you leave the site and come back at a later time.
Back to Top

Help, I've forgotten my username or password.
Your user name is your email address. 

If you have forgotten your password, if you go to log-in, simply click the Forgot Your Password link, enter your email address and we will send you a temporary password.  Once this is received you can log-in and changed your password to one you will remember.

Also, when you log-in, you can click Remember Me, which will take you directly into the shop and your account on future visits.  Just be sure that for security purposes, you only do this is you are the only one who uses your computer.
Back to Top

How do I know that my order has been received?
Once an order is received by Kendi Jewlz you will receive an order confirmation email to the email address you entered during the secure site checkout.
Back to Top

How long will it take to process my order?
As each piece of jewellery purchased from Kendi Jewlz is customised by you, it takes us two weeks to make your individual pieces. But we promise, it is worth the wait! 
Back to Top

How do I track my order?
You can check the status of your order by logging on, clicking into My Account.  Details and status of current and historical orders can be found in Order History.
Back to Top

My order has not arrived.
Please contact us via the Contact Us page if you have not received your order within the specified time in our Delivery Details section.   Please remember that customised jewellery takes up to two weeks to create.
Back to Top

An item is missing from my order.
Please contact us via the Contact Us page if your order is incomplete or incorrect.
Back to Top

What are the delivery timings?
As each piece of jewellery purchased from Kendi Jewlz is customised by you, it takes us two weeks to make your individual pieces. But we promise, it is worth the wait!
Overall, delivery can take up to 28 days depending upon the type of delivery you select. See below for all the details & pricing.

Back to Top

What are delivery and packaging options and costs?
Personalised jewellery takes two weeks to design and create.  All delivery times quoted below are following this period of time to create the jewellery.

UK: 3-5 days, £3.50
Europe: 4-6 days, €7.00
US/Canada: 6-8 days, $12.00

Free Delivery
UK: Special delivery free on orders over £100.00
Europe: Special delivery free on orders over 120 Euros
US/Canada: Special delivery free on orders over $160.00

Gold & Silver Name Necklaces are delivered direct from our studio.  So if you order gold or silver name necklaces plus other products these wlil be delivered separately, but will both arrive within the delivery times as outlined above.


Back to Top

Do you deliver to my country?
We deliver within the United Kingdom, United States, Canada, Australia and Europe.  We can delivery worldwide, however, there may be additional delivery costs so please email us at care@kendijewlz.com so we can confirm any additional delivery costs.


Back to Top

How is the jewellery packaged & gift wrapped?
Our gold and silver name necklaces come delivered in velvet jewellery pouches.  All our other products come in jewellery boxes with Kendi Jewlz logo on the top of the box.  We keep the boxes small so that all orders will be able to fit through your mail slot on delivery.  All orders are then delivered in bubble-protective envelopes to ensure security of product receipt.  Although boxed, jewellery does not come gift wrapped.

Back to Top

What are my return options?
As each piece is customised and personalised for you, we cannot refund or exchange our jewellery so please choose carefully before your order.  Also, we cannot refund or exchange earrings for hygiene reasons.  However, we will refund or exchange any faulty item within 28 days of delivery, including postage costs. Send the item, your receipt and your full contact details to Returns, Kendi Jewlz, Unit 200, 405 Kings Road, London, SW10 0BB.

Back to Top

What happens if I need a repair?
If you've broken a piece of our jewellery, we make a small charge for any repairs, plus postage costs. Please email us at care@kendijewlz.com, to find out if we can fix it, then send the broken item to: Repairs, Kendi Jewlz, Unit 200, 405 Kings Road, London, SW10 0BB with details of your name, address, order number and phone number. You can pay by cheque, made payable to Kendi Jewlz, or we can phone you for your card details. If you are returning something to us please wrap it carefully and securely in its box in a well-sealed padded envelope.

Note: We are no longer carrying the Acrylic name necklace range and cannot offer refunds/exchanges or credits on this line.

Back to Top

What are my payment choices?
In the UK, you can pay using your debit or credit card as well as Paypal. Kendi Jewlz accepts all cards except American Express. For all other countries, Paypal is available for payment by credit card.

Back to Top

I have a question on my charges?
Please contact us via the Contact Us page if you have any questions regarding your order.
Back to Top

When will my credit card be charged?
Your credit card is charged immediately upon purchase.  If your card cannot be charged, the goods you ordered will not be sent.
Back to Top

Taxes & Delivery charge details.
All local and other taxes are included in the product price.  Delivery charges are in addition to the product price and details of this can be found under Delivery, Shipping & Packaging on this page.
Back to Top

How do I find my product?
There are two ways to find products at Kendi Jewlz. 1) Browse through the store categories in the left hand menu. 2) Use the search tool at the top of the page to search and find with keywords. Back to Top

How do I add to the shopping bag?
You can add to the shopping bag through the detailed product page. Once you customise your jewellery and add the options to your piece, all your selections will show at the bottom of the detailed product page in a summary for you.  Once you are happy with your choices, click "Add to Bag" to add the item to your shopping bag.
Back to Top

How do I know my item has been added to the shopping cart?
Once you have clicked on "Add to Bag" to place the item in your shopping bag your page will refresh and the item will be added to your shopping bag. You can then locate your shopping bag either on the top right hand side of your page or by clicking on the Shopping Bag icon at the top of the page.  If you want to edit the contents of your shopping bag, you can do this by clicking the Shopping Bag icon.
Back to Top

How do I get to the checkout?
You can go to secure checkout either by clicking the Checkout Button at the top of the page or via your Shopping Bag by clicking on Place Order Now.
Back to Top

How do I edit my item(s)?
You can edit product options prior to placing them in your Shopping Bag on the detailed product page.  At the bottom of each detailed product page there is a summary of your selections.  Prior to putting into your Shopping Bag you can remove and change any of your selections.

Once items are in your basket, you can no longer change product customisation selections so you wil need to go into Your Shopping Bag to remove any items you no longer wish to purchase and start your selections again on the detailed product page.

Back to Top

How do I create my jewellery?

Each product page has a number of options to customise each item you buy. The options vary from product to product.  If you follow the options on each product page you will complete the jewellery to your choices.  Each option is numbered so follow down the options and as you complete/select each choice hit the Add Option button and this choice will be added to your summary selection which can be found at the bottom of the product page.  If you miss any options, we will let you know before you add the final product selection to your shopping bag. 

Also, if you try to add to many options, we will let you know this too!  The system is pretty failsafe so have fun and enjoy creating!

If you have any addition problems just email us at care@kendijewlz.com and we will be happy to help!
Back to Top


Tips on personalisation.
We have limited the personalisation length to 10 characters as longer than this will make the name plate too long (trust us it doesn't look as good!).  If your name is longer than 10 characters try using a nickname or shortened version.

As well as using your name, you can also use any words as messages such as: sexy, laugh, smile etc...anything you want as long as it is under 10 characters.  However, we reserve the right to refuse an order which contains profanity and may cause offense.

As well as letters you can use numbers and on necklaces where you want a "heart" to appear all you need to do is type * where the heart would go (ie. Jack*Jill).
Back to Top

Caring for my jewellery.

Jewellery can be fragile so always keep it in safe storage when you're not wearing it.  Perfume, hairspray and other substances we put on our body may tarnish gold and silver so please be carefully applying these.  Also, don't get your jewellery wet if you can help it!

We recommend you clean your silver sterling jewellery regularly.  Both tarnishing and oxidisation (black discolouration) are usual in sterling silver but is easily remedied.

For our silver sterling jewellery, you can keep the silver shiny by using a silver dip. This is available at most large supermarkets. Clean the silver regularly to keep it in good shape! For our gold jewellery, the best cleanings method is to use soapy water and a soft bristle brush (like a toothbrush!) to clean.  Make sure all jewellery is completely dry before putting away.  Please note that the gold nameplates are not stamped as they are small names, we don't stamp mark the gold as this can cause the gold to bend.

The acrylic necklaces whilst not fragile are delicate and should be treated with care.  We recommend that you do NOT wear them whilst under taking physical strenuous activity or whilst sleeping.  Acrylic is plastic and can break if pulled and pushed hard so please take care.

Back to Top

Price
All prices are guaranteed to be fair and accurate in our industry market. They will not alter from the time of your purchase to the time your are charged. 

No products are free of charge.  If there is a problem listed at 0 value, this is an error on our site and we will advise you of the actual price if you accidentally order a 0 valued item on Kendi Jewlz' website.

Back to Top

Privacy Policy
We will not sell, share or rent your personal details and information without your express permission.  If you have provided permission for third party usage, we only provide name, address and email details to recommended third parties.  Financial and transaction information is solely held by Kendi Jewlz and is not shared with any third parties.
Back to Top

Security
The checkout securely encrypts all payment information.
Back to Top