FAQ
Orders & Cancellations
Can I cancel my order?
Orders can be cancelled within 24 hours of purchase, provided the order has not yet shipped or entered production. Once a Memory Collection piece enters production, the order cannot be cancelled as materials and labor have already been committed. To request a cancellation, email contact@tinkiu.com with your order number.
Can I modify my order after placing it?
Address and photo changes can be made within 24 hours of placing your order. After that window, we cannot guarantee any changes can be made. Email contact@tinkiu.com as soon as possible with your order number.
Can I change my photo after placing my order?
You can resubmit your photo within 24 hours of placing your order by emailing contact@tinkiu.com. After that window, your ring enters production and the photo can no longer be changed.
What happens to my photo?
Your photo is used solely to create your ring and is not shared, sold, or used for marketing without your explicit consent. Photos are stored securely during production and deleted after your order is fulfilled.
Shipping & Delivery
Does TinKiu ship worldwide?
Yes. We ship worldwide from Los Angeles, California via USPS, UPS, or DHL. Shipping is free to the US and Canada. All other international orders ship at a flat rate of $35 USD.
For the following markets, duties and taxes are calculated and collected at checkout so there are no surprise fees upon delivery:
- Australia and New Zealand
- Canada
- Mainland China
- European Union
- Hong Kong
- Japan
- Singapore
- South Korea
- Switzerland
- Taiwan
- United Kingdom
For all other destinations, duties and taxes are the responsibility of the customer and may be charged upon delivery by your local customs authority. For full details, visit our Shipping & Returns page.
How long will my order take?
In stock pieces ship within 1 to 3 business days. Memory Collection pieces take around 6 to 8 weeks, as each photo is set and sealed into the ring by hand.
Do you ship to PO Boxes?
We are unable to ship to PO Boxes. Please provide a full residential or business address at checkout.
What if my package is lost or stolen?
We offer Navidium Shipping Protection at checkout and strongly recommend adding it to your order, especially for international shipments. If you purchased protection, you can file a claim directly through Navidium. If you did not purchase protection, we are unable to issue a refund or replacement for packages lost or stolen in transit. You can file a claim directly with the carrier using your tracking number.
Returns, Exchanges & Refunds
Can I return or exchange my order?
Memory Collection pieces are made to order and cannot be returned, exchanged, or refunded under any circumstances. For non-memory pieces, we offer store credit within 10 days of delivery. Items must be unworn and in their original packaging. To start a return, email contact@tinkiu.com.
Are sale items returnable?
All sale and final sale items are final sale and cannot be returned, exchanged, or refunded.
Are international orders returnable?
All international orders shipping outside the US and Canada are final sale and cannot be returned or exchanged. Duties and taxes paid at checkout are also non-refundable.
What if my piece arrives damaged or defective?
Email contact@tinkiu.com within 7 days of receiving your order with your name, order number, a description of the issue, and photos. Refund requests for faulty items must be made within 30 days of the original purchase date.
Sizing
What if my ring doesn't fit?
We are unable to offer sizing exchanges, so we strongly recommend confirming your size before ordering. Visit a local jeweler or use a ring sizer at home. If your size isn't available, email us at contact@tinkiu.com before placing your order and we'll do our best to accommodate you.
Product & Materials
Are your pieces hypoallergenic?
We don't claim to be hypoallergenic. Our silver pieces are made with 925 sterling silver and our gold pieces use 14K gold vermeil and both are nickel-free and free of allergens defined by standard regulations. That said, individual sensitivities to silver or gold can vary. If you have a known sensitivity, we recommend checking with your doctor before purchasing.
Are your stones natural or lab-grown?
Both the jade and diamonds used in TinKiu pieces are natural.
How do I care for my ring?
Each material requires slightly different care. Visit our How It Works page for detailed care instructions on gold vermeil, sterling silver, jade, natural diamonds, and Memory Collection photo rings.
Custom Orders & Services
Do you offer custom designs?
We don't take custom orders at this time. If you have something specific in mind, you're welcome to reach out to garbo@tinkiu.com and we'll see what we can do.
Do you offer repairs or resizing?
TinKiu does not offer repair or resizing services at this time. If your piece arrives faulty or defective, please email contact@tinkiu.com within 7 days of receiving your order.
Promotions & Discounts
Can I use more than one discount code?
Only one discount code can be applied per order. Discounts cannot be stacked or combined.
Gifting
Do you offer gift wrapping?
Every TinKiu piece comes beautifully presented in a custom ring box, ready to gift as is.
Can I order a ring without a photo?
Yes. Not all of our pieces are from the Memory Collection. We also offer rings featuring natural stones like jade and diamonds that don't require a photo.
Wholesale & Press
Do you work with wholesale or stockist partners?
Yes. For wholesale and stockist inquiries, please email garbo@tinkiu.com.
Do you work with press or brand collaborations?
For press, partnerships, and collaboration inquiries, please email garbo@tinkiu.com.
Still have a question?
Reach out to us at contact@tinkiu.com. We're a small team and we read every email.