EXCHANGES & RETURNS
All exchanges and returns are processed through our Portal. If your piece didn’t work out, you’re welcome to return or exchange if it is in its original, unworn condition. Please ensure all original packaging, polishing cloth, tags and labels are included, and the piece is free from scratches, marks or signs of wear, otherwise it won’t be accepted and will be returned to the customer. Shipping charges may apply.
To lodge your exchange or return, please click here to access our Returns Portal.
Instant Exchange
Get your replacement item sent straight away, without waiting for your return to be processed and with complimentary shipping.
Select the replacement item on our website and we’ll ship it straight away. You have 7 days to ship the original item back to us. Shipping responsibility remains to the customer.
Important - Credit Card Hold
When you submit an Instant Exchange, a pre-authorization will be placed on your credit card as a security deposit. This hold will be released once your return is marked as in transit.
If the original item is not shipped within 7 days of initiating the exchange, or if the returned item arrives damaged or not in its original condition, the full pre-authorization amount will be charged.
Exchange for store credit
Return your item and receive 110% of its original value as store credit, valid for 12 months.
Must be requested within 15 days of receiving your order. Once your return label has been created, the item must be shipped within 10 days; otherwise, the return request will expire. Upon receipt and inspection, we aim to issue your store credit within 10 business days. Return shipping remains the customer’s responsibility.
Return
If your piece didn’t work out and you’d prefer a refund, please submit your request within 7 days of receiving your order.
Once your return label has been created, the item must be shipped within 10 days; otherwise, the return request will expire. Upon receipt and inspection at our warehouse, your refund will be processed to your original payment method within 10 business days. A USD $12.99 / AUD $19.99 cleaning and polishing fee applies. Shipping responsibility remains to the customer.
- Not eligible items
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Engraved or resized pieces - Earrings
- Sale, Last Chance, & The Archive Sale items
- Special Packaging
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Gifts With Purchase & Mystery Boxes
Clothing, belts, wallets and caps
Frequently asked questions
How do I start an exchange or return?
Visit our portal at loxandchain.com/pages/exchanges-portal, select your preferred option and follow the prompts. Our team will review and confirm by email.
How does the Instant Exchange work exactly?
You choose your replacement item now and we ship it immediately. A credit card pre-authorization is placed as a security deposit. The hold is released once your return is in transit. If the return isn't shipped within 7 days, lost in transit, or arrives back damaged, the pre-authorized amount will be charged.
Can I use my store credit on anything?
Yes. Store credit can be used on any item in the store within 12 months of being issued.
How do I get in touch?
Email us at support@loxandchain.com or reach out via our website contact form. We respond within 24–48 business hours.
Every message is read and responded to by a real person.
