FREE SHIPPING OVER $60 WORLDWIDE

HELP CENTER

NOTICE REGARDING COVID-19

COVID-19 Update: (December 2020, Update)

First and foremost, we would like to express that the safety and health of our employees and customers is always our top priority. 

What does this mean for you?

  1. BBYKUTE’s designing and processing times are back to normal.
  2. Shipping at our checkout is not affected by any delays.
  3. We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.   
  4. In the past 6 months of COVID-19 we have had zero parcels lost with our logistic partners.
  5. We've collaborated with Route+ Shipping protection which protects the customer until the delivery of their parcel as stated on logistic company tracking page, Route+ protects from Damage, Loss & Theft of the parcel for as minimum as $0.98 (must opt-in at cart page). 

We truly appreciate your understanding and patience while we all continue to navigate COVID-19 and it's outcomes. We hope you and your families are staying healthy, safe, and we look forward to shipping you your order soon!

GENERAL

How do I place an order?

Add items to your cart by clicking on the "Add To Bag" button.

When you're ready to check out, click on the "Cart" button in the upper right then "Checkout" to view your shopping cart.

Here you will have the option to update your cart, use a discount code, or enter a gift card code.

Clicking the "Check Out" button will take you to the first step of the checkout process.

I see a product on your website, but I wanted a different length, width, or diamond option. Are you able to help?

Yes, we are able to make specific options to fit your custom request.  As we design in house, any item can be made in different length, width, or specification.  

Place your order choosing the item design you would like with any length, and e-mail us at customerservice@gmail.com with the length or material etc.. desired instead, then we will communicate any custom designs fee if need.

Can you ship to my country?

BBYKUTE Shop ships to over 185+ countries worldwide! Excluding North Korea & China.

QUALITY

What are the items made of?

The majority of our items have the base material as 100% Sterling Silver 925.

For GOLD or ROSE GOLD options, we follow the following steps:

Step 1) We use the same base material Sterling Silver 925/ or anti-corrosive medical grade stainless steel or Premium Brass, which ever would work better for the design and last longer.

Step 2) We dip the item in a melted 14K-18K Gold Bar several times (up to 6 times, drying up each time before the next dip).

Step 3) We coat it again with an invisible BBYKUTE™ patented technology to protect it from fading/scratching for at least 3 years.

Step 4) All of our products are thoroughly tested for quality and durability before, during and after production.

In case it fades it goes back to its beautiful silver base material or the genuine material used with no defects as it's Nickel and Lead-free.

We are constantly working to improve processes to ensure our products are the longest lasting available.

What guarantees the item quality?

As explained above we use the same jewellery manufacturing process as top luxury brands. Our goals are that the item colour lasts as long as possible, the item should never turn your skin green, the item should never rust. All our items come with an unlimited quality guarantee in case of a manufacturing defect or so we will be happy to exchange it for free.

Where are the items made and shipped from?

We design our items in Scotland upon our high quality standards, then distributed to our worldwide warehouses to facilitate international shipping.

Each individual product may be shipped from different fulfilment centres across the globe.

What are the diamonds made of?

BBYKUTE patented Diamond technology used on our In-house made items are, BBYKUTE certified Lab Diamonds with AAA+ light reflection clarity, almost impossible to tell the difference for the naked eye between a $3'000 diamonds and a BBYKUTE Certified Diamond, due to the special patented way our designers came up with creating a 99.99% reflective diamonds which makes it colourful and incredibly sparkly. We call it a KUTE Diamond.

No glue nor plastic nor glass is used into making BBYKUTE Certified Diamonds, they are set professionally each on its way with the edges, we also provide VS, VVS, Si, diamonds with GIA certificate of authenticity per request.

PAYMENT

What methods of payment are accepted?

The following methods of payment are accepted:

- All major credit/debit cards such as: Visa, MasterCard, American Express, Discover, etc…

- Prepaid Debit Cards

- PayPal

- Boleto Bancario, Elo Card, Hipercard

- Bank Transfer available upon request*

- Giropay, PaySafeCard, Neteller, iDeal, Klarna UK are available upon request*

*Please contact our customer service on customerservice@bbykute.com to get them activated.

Does anybody get access to my payment information?

The account information you enter when purchasing products is sent directly in encrypted form (SSL), and only you and the Payment Service Provider have access to this information. Thus, no one else sees or stores the information about you.

I have not received my order confirmation, what should I do?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation Email after 24 hours, please contact us at customerservice@bbykute.com with your inquiry.

When do you deduct the money on my account?

We will not deduct the amount from your account before the goods start the production or depart from BBYKUTE warehouses.

There may rarely be made a reservation on your bank account if an error occurred during the payment. In this case, the amount will be released within 1-5 business days.

Please contact our customer service if this happens.

DELIVERY

I just placed an order, when will it ship?

Our hours of operation for shipping are Monday through Friday, 8 a.m. to 6 p.m. GMT, excluding weekends and major holidays. 

Please allow 1 - 5 business days of processing and production time for your order to ship out.

Will I receive a tracking number? How do I track my order?

Yes, we provide full tracking information via email and/or SMS text.

Tracking will be available once your product is shipped sometimes after it's shipped.

Please allow between 1-2 Business Days for your tracking number to update once you receive your tracking number by email.

You can visit our tracking page, to view more information about your order and whether it was dispatched or not yet.

Or, you can always track your package by clicking on the link we've sent you. You’ll find the link in the same mail that confirms the shipment of your package.

How long does shipping take?

Shipping times will vary based upon a few different conditions, including but not limited to:

- Total distance between us and you.

- What delivery method you select.

ESTIMATED transit times are as follows:

1) Standard Shipping - FREE

1 -16 business days delivery.

We send your order using 1st Class Tracked of your national post office for example: USPS / Royal Mail / Australian post / Canada Post / etc...

Free shipping for domestic & international orders over $60 !

 

2) Expedited Shipping -  From £12.99

1 -7 business days delivery.

Sent via Fedex, DHL or UPS etc...

 

*98% of orders are shipped within an average of 8 days worldwide.

** Please allow an extra week during high volume periods for shipping times.

*** All shipping options are fully tracked for your (and our) piece of mind.

Any inquiries regarding the exact location of your package should be made to the carrier directly. Our customer service agents only have as much information as can be seen by you through your tracking number.

Can you send me an order confirmation?

If you have not received an order confirmation shortly after you completed your order, it may mean that an error has occurred during your purchase. Maybe you have entered an incorrect email. Contact us, and we can help you.

Something is missing in my package?

Please note that sometimes we send order with multiple items in separate parcels depending on which was available to ship first. But, sometimes things can slip. Of course, you will receive all your products, which you have ordered. Write an email, and we will fix it!

Can I change my order?

We can change or remove items from your order if it has not yet been dispatched from our warehouse. If you want to make a change to your order, please write an e-mail to customerservice@bbykute.com with 'order change - and your order number' in the subject line.

I didn’t receive my package but my tracking number says it was delivered?

BBYKUTE is not liable for missing or lost packages once the tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to the shipping company, It might be that an item gets lost in the post, if so then you can open a claim with the shipping provider used.

If you're in the UK then tap here.

If you're in the U.S then tap here.

Or else contact your local post with the tracking sent to you to open a claim.

Based on the outcome of the claim, we may or may not be able to replace your order. In any case always let us know of the issue by contacting our customer service in case there is any extra help we can provide for such rare scenario.

I have entered an incorrect address!

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at customerservice@bbykute.com. If the address is wrong, we can correct this within 48 hours.

My item arrived damaged!

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:

    - Your order number.

    - A picture of the damaged product.

Once received, we'll be happy to send out another free of charge.

How can I cancel my order after it’s been shipped?

We will be happy to stop the order if we can, however, our order fulfillment system is designed to ship orders as quickly and efficiently as possible. Therefore, your order may already be in the shipping process, and in that case, we will not be able to change or cancel your order. You need to receive the order, contact our return and exchange customer service (read our return policy) and wait our reply on instructions to send the goods back to. 

If you try to bypass the return & exchange policy, by disputing charges on your payment method (like with the bank, or with credit card company) then you’re committing fraud and you can get in serious trouble.

RETURN & EXCHANGE

What is your return & exchange policy?

Please visit our Return & Exchange policy page found at the bottom of this page, it is short and simple on the guidelines for returning your purchase.

JEWELRY CARE

How should I store/protect my jewellery?

BBYKUTE jewellery is made of precious metals combined with various elements including semi-precious stones. Apply perfume and cosmetics prior to putting on your jewellery. To clean your jewellery, wipe with the soft buffing cloth provided. Keep your jewellery away from moisture as it promotes tarnish. We recommend storing your jewellery in a clean, dry place, such as the pouch that the product comes in. Visit our Care Guide for more details.

Jewellery should be kept dry. If your jewellery is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewellery with rubber products. Always remove your jewellery when applying colognes, perfumes or other chemical products.

Chlorine, especially at elevated temperatures, can permanently damage or discolour your gold jewellery. Gently clean your gold or vermeil jewellery with a soft polishing cloth. Be sure not to over-polish jewellery, especially vermeil, because it can damage the finish.

Complaints

Complaints must be made within a reasonable period after receipt of the goods, and the buyer is thus required to check the products as soon as possible after arrival.

e-mail: info@bbykute.com

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