FAQs
Orders:
Do you have any photo requirements?
For the best results we recommend using a high quality, clear photo which at least 1,000 x 1,000 pixels. We also recommend using a square image however this is not a requirement.
I have changed my mind can I cancel my order?
Custom orders cannot be cancelled as our team begin working on them right away. If you would like to change your order photo or address please contact us immediately and we will do our best to facilitate your request.
What happens if my order is lost in the post?
If your order does not reach you for whatever reason we will send you a replacement item as soon as possible.
What if I am not happy with my order?
We offer a 30-day satisfaction guarantee across all products. Due to the personalized nature of our products, this only covers damaged items. If your order is damaged we will offer either a refund or a replacement.
Damaged items include:
Marked/scratches on your photo that were not on the uploaded version
Damaged pendant, chain or bracelet
Damaged items do not include:
Unclear photo due to poor quality original uploaded
Items damaged after excessive wear
If you believe that your order is eligible for a refund or replacement please contact our team at support@mytinygem.com and we would be more than happy to fix this for you.
Shipping:
How long will my order take to be delivered?
Our custom pieces take approximately 2 weeks to be delivered as they are made by our international suppliers. We do our best to get all orders to you as soon as possible. If your order is not with you after 3 weeks, feel free to contact us.
When will my order be dispatched?
We aim to dispatch all orders within 4 days of the order date. Once this has happened you will be notified via email with tracking information.
How can I track my order?
You can track your order on our order tracking page here. Your order will be shown as “processing” until it has been dispatched at which point the order status will be updated to “completed”.
Other:
How does photo projection jewelry work?
Photo projection jewelry is made by printing a personalized photo inside the jewelry. This can be viewed but looking directly into the photo or by shining a light through to project it.
How can I contact support?
If you have any further questions not answered here you can email our team at support@mytinygem.com. Before contacting please ensure you have read this page and your question is not answered here. To speed up your answer please include your order number so we can find your order easily.