Shipping policy

This page outlines our delivery and return policy for all Keanis orders.
We want your shopping experience to be as smooth and transparent as possible — from production timelines to how we handle returns or exchanges.
Please review the information below carefully before placing your order.

Delivery

Made-to-order Items

Please allow 6–8 weeks for delivery.
The timeframe begins once your order is confirmed and any details (such as size or engraving) are finalized.

Ready-to-ship Items

Usually delivered within 5–7 working days.
Resizing or engraving will add extra 5 business days before dispatch.

Resizing & Engraving

Add extra 5 business days to the standard dispatch time for these services.

UK Delivery

Complimentary on all UK orders.
All parcels are fully insured and sent with tracked delivery.
You’ll receive tracking details as soon as your order ships.

Working days are Monday to Friday, excluding UK public holidays.

Returns & Exchanges

We truly hope your piece is everything you imagined — and more. However, if for any reason it isn’t quite right, we offer a 30-day return and exchange window from the date your order is received, with a few exceptions noted below.

How to start a return

We have made managing your returns seamless through your online account portal. Even if you placed your order using Guest Checkout, you can access the portal at any time using the email address associated with your purchase.

To initiate a request, please follow these steps:

Access the portal: Head to our account login page.
Log in seamlessly: Enter the email address associated with your order.
Select your order: Find the specific order you wish to return or exchange and click Request Return.
Await review: Our team will promptly review your request. Once approved, you will receive an email confirmation with instructions to proceed.

You can choose to complete your return in one of two ways:

- Return by post: Customers are responsible for the arrangement and cost of return postage. Please see the Return postage & guidelines below to ensure your return is safely covered.
- Return in person: You are welcome to return or exchange your item at our London showroom. Please ensure you book an appointment in advance once your portal request is approved.

Eligibility

Items must be unworn, in original condition, with all tags, certificates, and packaging included.
Items sent back without first requesting a return may not be accepted.

Return postage & guidelines

We cover return shipping costs only if an item is faulty or an error was made on our part. For all other returns, customers are responsible for the arrangement and cost of postage.

Because fine jewellery requires secure transit, please follow these standard shipping steps. Keanis cannot be held responsible for any loss or damage during return transit if these safety guidelines aren't met:

Shipping service: Packages must be sent via Royal Mail Special Delivery Guaranteed. This is the standard service that ensures your piece is fully tracked and legally insured to its correct fine jewellery value.

Proof of posting: Please ensure the post office clerk hands you a physical Proof of Posting receipt before you leave. This receipt activates your tracking and insurance coverage.
Parcel labelling: For safe delivery, please write "FRAGILE" clearly on the outer box, along with the distinct instruction: "Do not leave with a neighbour or on the doorstep."
Packaging & documentation: Your item should be returned securely cushioned inside its original packaging to prevent damage. This package must include any official IGI certificates or grading reports that originally arrived with your piece.

Exceptions (non-returnable)

Earrings (for hygiene reasons)
Engraved or resized items (unless faulty)
Custom-made or personalised pieces
Gift cards
Sale items (returnable only if specifically stated on the product page.)

Faulty or incorrect items

Please inspect your order upon receipt and contact hello@keanis.co.uk within 48 hours if your item is defective, damaged, or incorrect.
Once verified, we’ll provide instructions for return and arrange for repair, replacement, or refund as appropriate.

Exchanges

You may return an item for exchange within 30 days, provided it meets the conditions above.
Exchanges can also be made in person by appointment.
If you prefer, you can make a new purchase once your return is accepted.

Refunds

We’ll notify you once your return is received and inspected.
If approved, a refund will be processed to your original payment method within 10 business days.
Your bank or card provider may take additional time to complete processing.
If more than 15 business days have passed since approval, please contact us at hello@keanis.co.uk.

Useful Notes

Engraving or resizing adds extra 5 business days before dispatch.
Always return items in original packaging to prevent damage.
This policy does not affect your statutory rights under UK law.