Your TOV is made to last. Solid 14 karat or 18 karat gold, never plated. But should something unexpected happen: we'll sort it out. No hassle, no fine print you have to wade through. Below you'll find exactly where you stand.
Our warranty
All our jewellery is covered by your statutory guarantee: your TOV must be and do what you can reasonably expect of it. On top of that, we offer a manufacturer's warranty of 2 years on all our jewellery. On parts that wear through daily use, namely the setting of stones and the working of clasps, this is 1 year. These warranties are separate from your statutory rights.
What's covered and what isn't?
✓ Covered
✗ Not covered
These periods apply to our own manufacturer's warranty. Your statutory rights as a consumer are separate from this and may run longer, depending on what you can reasonably expect from a piece of jewellery.
What about discolouration?
Discolouration isn't covered by the warranty, and there's a logical reason for that: it says nothing about the quality or authenticity of your gold. Solid gold is always an alloy. Pure gold is too soft to wear, so we mix it with other metals for strength. It's precisely those metals that can react to the acidity of your skin, and to sweat, perfume, soap, lotion, hairspray or chemical cleaning agents. That's why your jewellery may become slightly duller or change colour over time.
Perfectly normal, then, and easy to fix: a jeweller near you can polish your TOV back to its shine in no time. Want to prevent discolouration as much as possible? Take a look at our Love & Care tips for looking after your jewellery.
A defect within the warranty period? Then you have three options.
Is there a manufacturing fault on your TOV within the warranty period? Then you choose how we solve it:
Report your complaint via Contact Us and include your order number plus a photo or video. We'll then discuss together which option suits you best and explain the next steps. Does none of these options fit your situation? Then we'll look for a suitable solution together.
Parts that wear: stones and clasps
On the setting of stones and the working of clasps, we offer a 1-year warranty. If something goes wrong within that year due to a manufacturing fault, we'll solve it for you through one of the three options above.
After that, we can no longer offer this warranty, and we'd like to explain that honestly: jewellery is worn every day and goes through a lot along the way. Moving parts in particular, such as clasps and set stones, wear as a result. After a year, it's no longer possible to establish with certainty whether something came loose due to production or due to use. Rather than being vague about it, we prefer to be clear.
The good news: a loose stone or a faltering clasp is usually very easy for a jeweller near you to fix, often at limited cost. That saves you the trouble of sending it in and waiting. Not sure? Feel free to get in touch and we'll think along with you about the best solution.
And our accessories?
On our accessories, such as the jewellery box and the cleaning kit, we offer a 3-month manufacturer's warranty from the date of purchase. This covers manufacturing and material faults, for example a faulty hinge or packaging that leaks straight away under normal use. Not covered are normal wear, signs of use and damage from careless handling. Here too: this period is separate from your statutory rights, which may run longer.
Does your situation fall outside the warranty? Then we'll think along with you.
Even when the warranty doesn't apply, we won't leave you out in the cold. Tell us what's going on and we'll point you to the best route. Often there's a simple solution close by: a loose stone or a faltering clasp can usually be reset quickly and affordably by a jeweller near you, and a piece that's become a little duller can easily be polished there. Not sure what's wise? Get in touch, we're happy to think along with you.
My TOV needs attention. What now?
1. Tell us what happened. The more detail, the better we can help. Always include:
2. Wait for personal instructions. We'll review your situation and get back to you within 5 working days with the next steps.
Report your situation to us first before taking any action. That way we choose the best solution together and you avoid unnecessary steps.
We love to hear your thoughts. So: let’s talk! There is a direct line between us.
Contact UsWe craft jewellery that embody our ambitions. Cause, you and I, we dream it, go for it, get it.
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Your TOV comes boxed up to the max and you receive a digital Certificate of Authenticity.
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