Frequently Asked Questions (FAQ)
To streamline the question and answer (Q&A) process for our Royal Family, we have curated a FAQ page with answers to the most common questions. Should you still have a question after navigating through this page, feel free to contact us.
General & Miscellaneous
Our chains are hand-crafted from solid, marine-grade stainless steel. This highly versatile, robust metal is the base for all of our chains. The vintage gold color/finish is further plated with real 18k gold, whereas the piano black color/finish is further plated with a rich black tungsten. We utilize a proprietary multilayer PVD plating which is 5X-7X denser and stronger than our competitors.
Yes, our chains are highly hypoallergenic and specifically made for those with sensitive skin and never contain any lead or nickel. No more bumps, acne, irritation, or your skin changing colors - you're welcome! ;)
Our larger 9mm and 12mm widths both use a dual reinforced buckle-style box clasp. Our smaller 6mm width uses a robust lobster claw clasp (too small to fit a box clasp).
With proper care and maintenance, our vintage gold and piano black chains do not fade and are able to maintain their same beautiful lustre for at least 2-3 years. Our satin silver chains are un-plated and 100% fade-proof for their entire lifespan.
While some sweat and water does not hurt (simply dry your chain well afterwards), we would advise against regular showering or submersion in any form of water, as it can affect the integrity of the chain's plating and reduce its life expectancy over time. If you would like to swim or shower with your chain, we highly recommend getting our satin silver finish as it is un-plated and highly resilient to water damage.
All new purchases of our Virtue® chains and Virtue Mini® bracelets are covered by a complete 365-day manufacturer's warranty. The color/finish, links, and clasp are fully insured against non-accidental damage and chains can be replaced once anytime within this timeframe, should you endure an unlikely issue. Simply, email email@example.com if you have any questions, face one of the aforementioned issues, or if you would like to submit a request for a replacement and we will happily assist you. Please note: any replacement shipping costs must be covered by the customer.
When not in use, we recommend storing your jewelry, untangled, in a dry environment, preferably in the provided box. 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.
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 (100% free), and then proceed to checkout using PayPal.
Shipping, Tracking & Delivery
We ship exclusively from the United States, specifically Walnut, California; Moreno Valley, California; Jeffersonville, Indiana; and Traverse City, Michigan.
We offer 100% free domestic standard shipping (est. 4-7 business days) to all residents in the United States and Canada, no minimums. We also offer a faster express shipping option (est. 3-5 business days) at a small premium.
We typically ship out all orders within 24-48 hours, excluding weekends and holidays.
Standard (free) shipments are currently delivered within 4-7 business days and priority express shipments are currently delivered within 3-5 business days once shipped.
Currently, we only ship to Canada and the United States. More destinations will be added in the future.
As all shipments are domestic, thus there are no import/customs taxes or fees.
After your order is shipped out, you will receive a shipping confirmation email (and/or text message) from us. On this email (or the original order confirmation email), simply tap the "View your order" button, followed by the tracking number at the top of the page. This will take you to the courier's official tracking page (i.e. UPS) to see your shipment's live transit and delivery information. Please allow 12-48 hours for tracking information to update.
Returns & Exchanges
You have 30 days from receipt of your item to return or exchange it, unused with all original packaging intact. Unfortunately, we do not accept returns after this time, nor do we accept returns of open/used orders; however, we may still be able to accommodate exchanges.
You will only be able to return an open order, if and only if, all of the following conditions are met: (i) the plastic directly covering the chain (or bracelet) is not removed at all, neither partially or completely; (ii) the original sticker with the item's barcode remains intact; and (iii) the packaging is in its original condition (no missing pieces or damage). If these conditions are met, we will still accept a return, however if they are not met, you will not be able to return your order. In any case, you may still be able to exchange it.
Items can be returned or exchanged easily by contacting us here or via email at firstname.lastname@example.org with your order number (#XXXXXXXX) as well as pictures (or a video) of the item you wish to return or exchange. One of our team members will promptly reply with the next steps to move forward with the requested return or exchange, including a PDF return label, if eligible.
All returns and exchanges involve a mandatory 15% restocking fee, quoted at the original price of the relevant item. In addition, any original or subsequent shipping costs must be covered by the customer and will be outlined before proceeding with a return or exchange.
Each of our contact form, our phone number (1-888-683-1733), and our email (email@example.com) are equally effective ways to reach us. We typically respond 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.