Terms & Conditions
Items from stock
As most items are kept in stock, your jewellery will usually be dispatched within 2-3 working days. If there is a delay for any reason we will contact you.
Should you urgently need an item for a certain date or special occasion please contact us firstname.lastname@example.org and we will do our utmost to get the item to you by the required date.
Items made to order
If you require a bespoke piece made to order, we will liaise with you regarding timescale, all pieces will be dispatched as soon as possible. If there is a delay for any reason we will contact you.
You will receive confirmation by email once your jewellery has been dispatched.
DELIVERY COSTS (postage and packaging)
Your order will be sent depending on value, if the value of your order is below £30 it will be sent Royal Mail First Class - £3.00 (postage and packaging) Royal Mail aims to deliver next working day.
Items over this value will be posted Royal Mail Tracked 24 with Signature - £6.50 (postage and packaging) Royal Mail aims to deliver the next working day and will require a signature from the receiver.
Deliveries outside of the UK will be sent via Royal Mail International Tracked & Signed - £12.85 (postage and packaging). Delivery times for international orders will vary, Royal Mail aim for 3 to 4 working days.
International delivery will be sent via Royal Mail International Tracked & Signed - £13.50 (postage and packaging). Delivery times for international orders will vary, Royal Mail aim for 5 to 7 working days.
Non-EU parcels require a customs form to be attached.
Please be aware that international customers may be required to pay custom duties and we are unable to provide details of what these charges may be.
Your jewellery will come beautifully presented in a black presentation box, with velvet insert, lined with black acid free tissue and tied with a silver bow. Your items will be posted using a postal box similar to a CD case.
Items can be sent to the gift recipient’s address at your request. Please contact us prior to dispatch.
Each piece of jewellery also comes with detailed care instructions.
We hope you will be thrilled with your beautiful jewellery. Every possible care will be taken to ensure that your jewellery arrives safely, but if there has been damage caused in transit please CONTACT US within 5 calendar days of receiving your order.
If you have changed your mind, then please CONTACT US within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition and in its original packaging. You have 14 days from the date you receive your goods to notify us that you have changed your mind.
We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.
We strongly recommend that you return your jewellery using tracked delivery, and want to emphasise that jewellery is only insured in transit when posted using Royal Mail’s Special Delivery service. Any other delivery method is at your own risk and we will be unable to refund items lost in transit where they are not insured in transit.
We regret that we cannot offer refunds on earrings for health and safety reasons.
Custom orders or commissions (i.e. those made to a requested size not generally listed on the website or with personalisation) may not be eligible for refund or exchange.
If you should receive an item that is defective, damaged or not what you ordered, please CONTACT US within 5 working days and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible by replacing the item and arrange for you to return the faulty item to us by post. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item. We will confirm the return address in writing, once you have contacted us about the fault.
If you suspect a parcel has been damaged in transit, parcels should be opened in the presence of the Courier upon receipt of the goods. This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.
All our manufacturing work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this time frame, please CONTACT US with details of the issue and photos of the fault.
We will then require the piece to be sent to us for inspection. If it is determined during the inspection that the damage has been caused by accident, neglect or misuse, there will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
Please note that we are not liable for any other jeweller's work. A faulty jewellery item corrected by another jeweller voids our warranty period.
If you wish to cancel an order placed online at www.chaingang-online.co.uk that has not yet been dispatched, please email us at email@example.com within 14 calendar days of your order date. Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to CONTACT US to request a refund, then a further 14 days to return the item to us. The item(s) will need to be returned in perfect, unworn condition and in their original packaging to be eligible for a refund. In this circumstance, please follow the above return instructions.
Your refund will be processed within 5 working days.
The above does not affect your statutory rights.
Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
- Bespoke pieces (commission work)
- Customised pieces (pieces that have been altered from their original design shown online).
- Earrings due to hygiene reasons.
LATE AND LOST DELIVERIES
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail or the appropriate international postal service.
FOR ROYAL MAIL LOST DELIVERIES:
UK Delivery - We unfortunately cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) as this is when the Royal Mail classes items as being lost.
International delivery - When items are sent to another country, your parcel is handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Chain Gang cannot be held responsible for goods that are lost or delayed in transit