1. General 🤔
How do I track my order?
After your order is shipped out, you will receive a shipping confirmation email and/or text with a button to view your order. Simply click the "view your order" button, followed by the tracking number (near the top of the order summary), to see your shipment's live tracking information. Please note: it may take 3-6 business days for tracking information to appear depending on the shipping method and location.
What material(s) are the chains made from?
Our chains are crafted from eco-friendly, premium, solid, surgical-grade stainless steel. This is the base for all our chains. The vintage gold finish is further plated with fine yellow gold, whereas the piano black finish is further plated with industrial black tungsten.
What payment processors and payment methods do we support?
We support Visa, MasterCard, American Express, PayPal, Apple Pay, and Google Pay. For those using Discover or a gift card sponsored by Visa or MasterCard, please attach it to a PayPal account.
How do I store my jewelry?
When not in use, store your jewelry untangled in a dry environment, preferably in the provided soft black pouch. If you prefer to use your own storage bag or box, we recommend that it is lined with a soft, lint-free material, such as velvet or microfibre.
2. Shipping & Delivery ✈️
What countries do we ship to?
Currently, we ship to 13 countries: the United States, Canada, Australia, Belgium, France, Japan, Malta, Netherlands, New Zealand, Singapore, Spain, Switzerland, and the United Kingdom. More destinations will be added in the near future.
How much does shipping cost?
We offer 100% free to-your-door shipping (with live tracking) to all supported countries via the domestic national courier (i.e. USPS in the United States, Canada Post in Canada). We also offer express shipping options, to select countries, via UPS, FedEx, and DHL Express.
How long does it take to ship out my order?
We typically ship out all orders within 48 hours.
How long does delivery take once my order has been shipped?
Shipping times differ depending on the specific country and location. Standard (free) shipments are typically delivered within 1-2 weeks, whereas express shipments are typically delivered in under one week. Real-time shipping estimates are provided during checkout.
Are there any import/customs taxes or fees?
Customers in the United States, Australia, and New Zealand customers pay ZERO import/customs taxes. Almost all of our customer do not pay any import/customs fees, however, since we do not charge any sales tax, logistically we are unable to cover any import taxes (if applicable) and they must be paid for by the customer upon delivery. Thus, international customers, please check your local import tax policy before purchasing.
I didn't receive my item, but tracking says it was delivered?
Unfortunately, we are not liable for missing or stolen packages. However, because your satisfaction is our utmost priority, we will do everything possible to help you in this circumstance. First off, please use the provided tracking information to follow your order until it's delivered. Should you not receive your order, despite it being marked as delivered, please check your front door/porch, mailbox, with family members, neighbors, and call in or visit your local postal office. If you are still unable to locate your order, please reach out to us here or at firstname.lastname@example.org and we will file a missing item(s) claim. Based on the outcome of the claim, we may be able to replace your order. In most cases, regardless of the claim, we will offer a replacement at a significantly discounted price.
3. Returns & Exchanges 📦
How do I return or exchange an item?
Items can be returned or exchanged via our easy-to-use Returns Center. If you face extenuating circumstances and require assistance from our support team, you may contact us here or via email us at email@example.com for a resolution.
How long do I have to return or exchange an item?
You have 30 days from receipt of your item to return or exchange it. Unfortunately, we do not accept returns after this time; however, we may be able to accommodate exchanges. Furthermore, promotional, sale and discounted items are non-returnable, however, in most cases, they can be exchanged. Exchanges may constitute a shipping and/or handling fee which must be covered by the customer, the specific details are disclosed to the customer in advance.
4. Contact Us 💬
What is the best way to contact you?
Each of our contact form, our phone number (1-888-683-1733), and our email at firstname.lastname@example.org are equally effective ways to reach us. We typically respond immediately or within 15 minutes and are available every day of the week (Monday through Sunday). If you do not hear back from us within this time, all inquiries are answered within 24 hours guaranteed.
Where are you located?
We are primarily based out of Toronto, Ontario, Canada, however, we also operate out of Walnut, California, United States. We have warehouses around the world, including facilities in: Canada, United States, Australia, China, Germany, Spain, and France. Other locations will be added in the near future, including expansion within existing countries.