After-sales Maintenance Services

1. Each handcrafted jewelry item is eligible for one complimentary component replacement service; however, the buyer shall bear the cost of shipping both ways.
   
   
2. Please ensure that you have applied for membership on our website before submitting the repair form. This will allow us to track your order information, provide repair services, and confirm your shipping address.
   
   
3. Replaceable jewelry components include only metal parts such as open rings, clasps, and extension chains.
   
   • Repairable Damage Conditions Include:
   • Breakage of open rings or extension chains
   • Replacement of clasps (e.g., damaged clasps, decorative clasps, or OT clasps)
   • Discoloration of metal components such as open rings and clasps
   • Loose clasps
     
     
   • Non-Repairable Damage Conditions Include:
   • Complete breakage of bead jewelry or phone straps
   • Discoloration of buckles
   • Jewelry items explicitly stated as non-repairable in the product description
   • Any damage caused by negligence (e.g., surface scratches, exposure to acidic chemicals, soap, perfume, and other chemicals)
   • Natural wear and tear (e.g., deformed rings, earrings, or pins)
   • Discounted items/gift sets/gift bags/giveaways are not eligible for repair and maintenance services.
     
     
4. Should there be a request for repair services on items classified as non-repairable, please contact us separately; additional repair fees may be applicable.
   
   
5. Incomplete electronic repair application forms, missing components, items not meeting repair criteria, or the absence of clear images of the damage will not be processed. Returned items will be sent back via SF Express with shipping costs to be borne by the customer. All associated costs and risks arising from this will be the sole responsibility of the customer.
   
   
6. Upon submission of the repair application form, we will review it within seven days, and the outcome will be communicated via email.
   
   
7. Please return the item only after receiving the email approval notification. If an item is returned without prior approval, it will be sent back via SF Express with shipping costs to be borne by the customer. All associated costs and risks arising from this will be the sole responsibility of the customer.
   
   
8. We do not accept Hong Kong Post Office’s mail or any deliVery methods without tracking records for returns or exchanges. If Hong Kong Post mail delivery fails on the first attempt, the recipient must collect it in person from the post office. In such cases, we will not be able to arrange for someone to collect it on behalf of the customer, and the item will automatically be returned to the sender due to timeout without further notification. All associated costs and risks arising from this will be the sole responsibility of the customer.
   
   
9. You may return the product to our store via SF Express. Upon completion of repairs, the item will be returned directly via SF Express with shipping costs to be borne by the customer, without further notification. All return shipping costs and risks of loss are the sole responsibility of the customer.
   
   
10. If you wish to have your jewelry repaired a second time, we will be happy to provide a repair quotation.

For any additional inquiries, please feel free to email us at hello@twinkleaccessories.co or contact us via IG @ttwinkle.acc.

Repair Service Guidelines