Refunds & Returns Policy
We have 30 days return policy. If your item is defective, you don’t need to return the item and we will resend you a replacement for free.
Please note that refunds are not approved once your item has been shipped and is slightly delayed due to logistics. We provide an estimated delivery date that may be adjusted as a result of shipping. Should you need more information about your package please contact our support.
Please note that we take no responsibility if orders placed are not received due to the insufficient address that was provided for the parcel to be shipped to. We strongly encourage you to contact the carrier to request another delivery attempt, you can contact us also and we will assist you.
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue a full refund unless an item you received has a major problem. This is when the item is:
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
The shipping cost should be borne by the customer. You have to contact us to get the return label.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 30 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Timeless Pieces (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 14 days after the guaranteed period for delivery (30 days) has expired. You can do it by sending a message on Contact Us page. So you have to return your product within 14 days.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Please be noted that with other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee)
Please note should you have any issues with your order being delayed, we kindly ask that you call or message our support to get more detail as some orders may experience longer delivery times as some products are transported from our international warehouses. We operate our international warehouse from the United Kingdom and China.
Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display
Once an order has been placed, the shipping address cannot be changed. You will need to cancel the order and place a new order. You may cancel an order within 24 hours of placing the order– if the order has not been shipped.
Once your order has been shipped out, you are responsible for the items if they are sent to the wrong address. Refunds will not be issued for items that are delivered to the wrong address if an incorrect address is entered during checkout. This is because shipping carriers will not reimburse us for the products shipped or the shipping costs paid.
For this reason, we cannot stress enough how important it is to make sure that you are entering the correct address and information during checkout!
To file a claim, please send us an email to
[email protected] and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
If your claim is in regards to a defective issue, please provide a video and photo of the product in its defective state.
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you for the full cost of the eligible product (including shipping costs).
For orders shipped to the wrong address due to a customer inputting the incorrect address:
– We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse)
– The customer must cover the cost of ordering replacement items
So please be extremely careful when entering your shipping address.
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering [email protected] and if you have any questions, please don’t hesitate to contact us via: [email protected]