F A Q

Frequently Asked Questions

Welcome to the TEYSEN & CO. FAQ.

We believe luxury should feel effortless—not complicated. Below, you’ll find answers to some of the most common questions about our jewelry, orders, payments, shipping, returns, care, and customer support.

If you cannot find the answer you are looking for, our Customer Support team is available 24 hours a day, 7 days a week.

ABOUT TEYSEN & CO.

What is TEYSEN & CO.?

TEYSEN & CO. is a modern jewelry brand created for women who appreciate timeless elegance, thoughtful design, and meaningful details.

Our collection is carefully selected around the idea that jewelry should be more than an accessory—it should become part of your personal style, your memories, and your story.

What does TEYSEN & CO. stand for?

TEYSEN & CO. represents our commitment to intentional design, refined presentation, quality-conscious selection, and a thoughtful customer experience.

We believe true elegance is not about excess. It is about choosing pieces that feel personal, timeless, and beautifully considered.

Where does TEYSEN & CO. ship?

We serve customers internationally, subject to available shipping services and destination-country requirements.

Available shipping methods and costs may vary depending on your location and order.

PRODUCTS & JEWELRY

What materials are your jewelry made from?

Our jewelry collection may include different materials and finishes depending on the individual product.

Product pages provide the applicable material, stone, finish, plating, and other specifications available for that particular piece.

Because our collection can include different jewelry constructions, we recommend reviewing the product description before purchasing.

Is your jewelry made with real moissanite?

Where a product is described as moissanite, the product page will identify the applicable stone specifications.

Please refer to the individual product listing for the exact stone information, size, cut, and other available details.

Do you sell sterling silver jewelry?

Yes. Selected TEYSEN & CO. pieces may be crafted using 925 sterling silver.

However, not every product necessarily uses the same base material or construction. Always check the individual product description for the exact specifications of the piece you are considering.

Will the color or finish of my jewelry change over time?

Jewelry can naturally experience changes in appearance through regular wear.

Factors such as moisture, sweat, perfume, cosmetics, chlorine, chemicals, humidity, and friction can affect certain finishes and plating.

Proper jewelry care can help preserve the appearance and longevity of your piece.

How should I care for my TEYSEN & CO. jewelry?

We recommend keeping your jewelry away from:

  • Perfume and fragrances

  • Lotions and cosmetics

  • Chlorine and swimming pools

  • Harsh cleaning chemicals

  • Excessive moisture

  • Salt water

  • Heavy perspiration

  • Unnecessary friction

Remove jewelry before showering, swimming, exercising, sleeping, or using products containing chemicals.

For detailed instructions, please visit our Jewelry Care page.

SIZING

How do I know which ring size to order?

Please consult our Size Guide before purchasing.

If you are unsure of your ring size, measure your finger carefully and compare the measurement with the applicable sizing chart.

For products with specific sizing information, always prioritize the measurements shown on the individual product page.

What if I am between two sizes?

If you are between sizes, consider the design and fit of the specific ring.

Wider bands may feel different from thinner bands, and finger size can naturally change throughout the day due to temperature and other factors.

If you are uncertain, contact our Customer Support team before placing your order.

Do necklaces and bracelets have different size options?

Some products may be offered in different lengths or sizes, while others may have a fixed or adjustable design.

Please check the individual product listing and our Size Guide for applicable measurements.

ORDERS

How do I place an order?

Simply select the jewelry piece you would like to purchase, choose any available options, add the item to your cart, and proceed through checkout.

Before completing your order, carefully review your:

  • Product selection

  • Size

  • Quantity

  • Shipping address

  • Contact information

  • Shipping method

  • Order total

Once payment is successfully completed, your order will enter our fulfillment process.

Can I change my order after placing it?

If you need to change an order, contact Customer Support as quickly as possible.

We may be able to assist if the order has not yet entered fulfillment or been dispatched.

Once fulfillment or shipment has begun, changes may no longer be possible.

Can I cancel my order?

Cancellation requests should be submitted as soon as possible after placing an order.

If your order has not entered fulfillment, we will make reasonable efforts to accommodate the cancellation.

Once an order has been processed or dispatched, cancellation may no longer be available and the request may instead need to be handled under our Returns & Refunds Policy.

Why did I receive an order confirmation?

An order confirmation confirms that we have received your order request and payment information.

It does not necessarily mean that your order has already been dispatched.

You will receive shipping information when your order has been prepared and tracking becomes available.

PAYMENT

What payment method does TEYSEN & CO. accept?

TEYSEN & CO. uses Stripe to process eligible online payments.

Available payment methods may vary depending on your location, device, currency, and Stripe's supported payment options at checkout.

Is my payment information secure?

Payment processing is handled through Stripe's payment infrastructure.

TEYSEN & CO. does not intentionally collect or store your complete payment card number or CVV through our customer support channels.

For your protection, never send your full card number, security code, password, or other sensitive payment credentials to us by email, WhatsApp, or social media.

Why might my payment be declined?

A payment may be declined for several reasons, including:

  • Insufficient funds

  • Incorrect payment information

  • Bank restrictions

  • Card restrictions

  • Security or fraud-prevention checks

  • Billing information mismatch

  • Payment method limitations

  • Issuer or network restrictions

If your payment is declined, please verify your payment information or contact your card issuer.

SHIPPING & DELIVERY

How long does shipping take?

Processing generally takes approximately 1–3 business days for in-stock orders.

After dispatch, estimated delivery times may vary by destination and shipping method.

As a general guide:

Standard International Shipping: approximately 15–25 business days

Express Shipping: approximately 3–7 business days, where available.

These are estimates rather than guaranteed delivery dates.

Will I receive tracking information?

Yes. Tracking information is provided when it becomes available for your shipment.

Please allow some time for tracking information to update after dispatch.

Why hasn't my tracking information updated?

Tracking information may not update immediately after a package is dispatched.

There can sometimes be a delay while the shipment is being transferred between facilities, transportation networks, customs authorities, or local carriers.

If your tracking remains unchanged for an unusually long period, contact Customer Support and we can help review the shipment.

Will I have to pay customs or import taxes?

International orders may be subject to customs duties, VAT, GST, import taxes, or other charges imposed by the destination country.

Unless specifically stated otherwise at checkout, these charges are generally the responsibility of the customer.

Customs requirements and charges vary by country.

Can I change my shipping address after ordering?

Contact us immediately if you entered an incorrect address.

We will make reasonable efforts to update the address before the order is dispatched.

However, an address change cannot be guaranteed once fulfillment or shipping has begun.

What happens if my package is marked delivered but I cannot find it?

First, check your mailbox, delivery area, building reception, security desk, household members, and nearby locations.

You may also wish to contact the local carrier.

If the package still cannot be located, contact TEYSEN & CO. Customer Support with your order and tracking information so we can review the situation.

RETURNS & REFUNDS

What is your return period?

Eligible products may generally be returned within 30 days of delivery, subject to the conditions described in our Returns & Refunds Policy.

Can I return jewelry because I changed my mind?

Eligible unused and properly maintained items may generally qualify for a return under our Returns & Refunds Policy.

The item must meet the applicable return conditions.

What condition must a returned item be in?

Returned jewelry should generally be:

  • Unused

  • In original condition

  • Free from damage

  • Free from excessive wear

  • Properly packaged

  • Accompanied by the applicable order information

Items damaged through misuse, improper care, chemical exposure, or normal wear may not qualify for a refund.

What if I receive the wrong item?

If you receive an item different from what you ordered, contact Customer Support as soon as possible.

Please provide your order number and clear photographs of the item received.

We will review the issue and determine the appropriate resolution.

What if my jewelry arrives damaged or defective?

Contact us promptly if your jewelry arrives damaged or appears to have a manufacturing defect.

Photographs and, where useful, video evidence can help us investigate the issue efficiently.

Depending on the circumstances, the available resolution may include a replacement, repair, or refund.

How long does a refund take?

Once an eligible return has been received, reviewed, and approved, the applicable refund will be processed according to our Returns & Refunds Policy.

The time required for the funds to appear in your account may also depend on your payment provider or financial institution.

Where should I send my return?

Do not send a return to an address obtained from a third party, supplier, or previous shipment.

Contact TEYSEN & CO. Customer Support first.

Our team will provide the appropriate return instructions when your return request has been reviewed.

JEWELRY CARE

Can I shower while wearing my jewelry?

We recommend removing your jewelry before showering or bathing.

Repeated exposure to water, soap, shampoo, body products, and moisture can affect certain metals, finishes, and plating.

Can I swim while wearing my jewelry?

No. We recommend removing jewelry before swimming, especially in pools, hot tubs, salt water, or other environments containing chlorine or chemicals.

Can I sleep while wearing my jewelry?

We recommend removing jewelry before sleeping.

This can reduce unnecessary friction, pulling, bending, tangling, and contact with sweat or bedding.

Can I wear my jewelry while exercising?

It is best to remove jewelry before exercise or other activities that involve significant sweat, friction, impact, or movement.

How should I clean my jewelry?

Use a soft, clean jewelry cloth and gently wipe the piece.

Avoid abrasive materials and harsh chemicals.

For plated jewelry, excessive polishing or pressure can affect the surface finish.

For complete instructions, please visit our Jewelry Care page.

CUSTOMER SUPPORT

How can I contact TEYSEN & CO.?

Our Customer Support team is available 24 hours a day, 7 days a week.

Email: teysenco@gmail.com

For order-related questions, please include your order number whenever possible.

How quickly will Customer Support respond?

We aim to review and respond to customer inquiries as efficiently as possible.

Response time can vary depending on the nature and complexity of the request, especially when an issue requires investigation with a shipping or fulfillment partner.

Can I contact you about an order before it ships?

Absolutely.

You can contact us about:

  • Product information

  • Sizing

  • Order details

  • Shipping questions

  • Address concerns

  • Payment questions

  • Returns

  • Jewelry care

We encourage customers to contact us before making a purchase whenever they need clarification.

ACCOUNT & SECURITY

Do I need an account to place an order?

Account requirements may vary depending on the checkout experience available on our website.

Where guest checkout is available, you may be able to complete your purchase without creating an account.

What information should I never send through email or WhatsApp?

For your security, never send us:

  • Full payment card numbers

  • CVV/security codes

  • Passwords

  • One-time authentication codes

  • Banking passwords

  • Other confidential payment credentials

If we need information to verify an order, we will request only information reasonably necessary for that purpose.

ORDER STATUS & TRACKING

How can I check my order status?

You may use the available Order Status or Track Your Order tools on our website when applicable.

You may also contact Customer Support with your order number.

I haven't received my order yet. What should I do?

First, review your tracking information and estimated delivery window.

If the estimated delivery period has passed or the tracking information indicates an issue, contact our Customer Support team.

We will review the available shipping information and help determine the appropriate next step.

PRODUCT AVAILABILITY

Why is an item unavailable?

Jewelry availability can change due to inventory levels, demand, production schedules, or collection updates.

If a product is unavailable, it may return at a later time, but availability cannot always be guaranteed.

Will the exact product shown in the photos be delivered?

We make reasonable efforts to display our products accurately.

However, slight differences in lighting, screen settings, photography, scale, or natural material appearance may occur.

The written product specifications and measurements should be considered alongside product photography.

GIFTING

Can I purchase TEYSEN & CO. jewelry as a gift?

Absolutely.

Jewelry is often chosen to celebrate meaningful moments, and our pieces are designed to be suitable for personal wear and thoughtful gifting.

If you are purchasing a gift, we recommend reviewing the product size and specifications carefully before ordering.

What if I don't know the recipient's ring size?

If the ring is available in multiple sizes, consult our Size Guide and consider discreetly checking a ring the recipient already wears.

If you remain uncertain, contact Customer Support before purchasing.

IMPORTANT INFORMATION

Where can I read your policies?

You can find our customer policies through the website footer, including:

  • Shipping Policy

  • Returns & Refunds Policy

  • Privacy Policy

  • Terms & Conditions

  • Jewelry Care

  • Size Guide

We recommend reviewing the applicable policy before completing your purchase.

Are delivery dates guaranteed?

No.

Shipping estimates are provided for guidance and may be affected by customs, carriers, weather, holidays, transportation conditions, and other circumstances beyond our reasonable control.

Can jewelry naturally change over time?

Yes.

Jewelry is designed to be worn, and normal wear can affect its appearance over time.

Plating, polished surfaces, stones, and other finishes can experience natural changes depending on use and care.

Proper maintenance can help preserve your jewelry's appearance.

STILL HAVE A QUESTION?

If your question is not answered here, we're here to help.

Our Customer Support team is available 24 hours a day, 7 days a week.

Email: teysenco@gmail.com

When contacting us, please provide your order number if your question relates to an existing purchase.

At TEYSEN & CO., we believe excellent customer care is part of the jewelry experience—not something that comes after it.

TEYSEN & CO.
Thoughtful jewelry. Considered service. Made to be part of your story.