[FAQ] LOX & CHAIN

USA orders ship from our California warehouse.

UPS Air: 2 days, shipped locally from California.

Standard: 1-3 business days, shipped locally from California.

All delivery times are counted from dispatch. Orders usually ship within 24-48 hours, or same day if placed before 12pm.
Engraving or resizing requests may add an extra 24-48 hours to processing time.

For all orders, tracking is emailed automatically once your order is dispatched.
Delivery times may vary for remote or regional locations.

Orders ship from our Byron Bay HQ.

AusPost Express: 1-3 business days, shipped locally from Byron Bay.

• All delivery times are counted from dispatch. Orders usually ship within 24-48 hours, or same day if placed before 12pm.
  Engraving or resizing requests may add an extra 24-48 hours to processing time.
  
  For all orders, tracking is emailed automatically once your order is dispatched.
  Delivery times may vary for remote or regional locations.

Orders ship from our Byron Bay HQ.

• DHL Express: fastest (typically 3-5 business days door to door)

• Standard International: 10-30 business days
  
  All delivery times are counted from dispatch. Orders usually ship within 24-48 hours, or same day if placed before 12pm.
  Engraving or resizing requests may add an extra 24-48 hours to processing time.
  
  For all orders, tracking is emailed automatically once your order is dispatched.
  Delivery times may vary for remote or regional locations.

Tracking can take 24–48 hours to update, especially during peak holiday periods.
If there’s no movement after 3 days, contact us and we’ll check it for you.

Orders placed during the holiday period qualify for extended returns until January 8th.

You can return your item for store credit or exchange, as long as it meets the conditions below.

To start the process, please complete this form.

Exchange Eligibility

All products (excluding final sale or customized items) may be exchanged within 14 days of receiving your order.

To qualify for an exchange, your item must be:

- Unworn

- In original condition

- Returned with its original packaging, polishing cloth, tags and labels

- Free of scratches, marks, or signs of wear

• 
  Customised Items

  • • • • • • • • Engraved or resized pieces are final sale and cannot be exchanged.
                  
                  Gifts With Purchase & Mystery Boxes

                • These surprise packages are final sale and not eligible for refunds or exchanges.

                •  

                • Exception:

                  If a silver ring was resized and you need a small adjustment (e.g., half-size up or down), we may be able to resize it again. Additional fees may apply.
                  

                   

• Clothing Exchanges

• Clothing can be exchanged or returned for store credit only if unworn, with the original tag attached, and no signs of washing, perfume, makeup or deodorant.

• 
  Stock Availability

• We cannot guarantee availability of specific sizes or variants.

  If the requested item is out of stock, store credit will be issued instead.

• 
  Shipping for Exchanges

• Customers are responsible for all return shipping costs.

  A tracked service is strongly recommended.

To start the process, please complete this form.

Return Eligibility

To receive a refund (for non-sale items), the return request must be submitted within 7 days of receiving your order.

Items must be:

- Unworn

• - In original condition

• - Returned with all packaging, tags and accessories

• - Free of scratches or signs of wear
  
  

Items that do not meet these criteria will not be eligible for a refund.

Non-Returnable Items

• 
  - Engraved items

• - Custom resized rings

• - Earrings (hygiene reasons)

• - Sale / Last Chance items

• - Mystery Boxes / Gifts With Purchase

• - Clothing

Refund Processing

Approved returns are refunded minus a USD $12.99 / AUD $19.99 cleaning & polishing fee.

Shipping costs are non-refundable.

Refunds are issued to the original payment method within 10 business days of receiving the return.

If your item arrives damaged, incorrect or faulty:

• 
  - Contact us immediately

• - Include photos and your order number

• - We will assess and replace or refund if appropriate

- Damage from pulling, force, chemicals or improper care is not considered a manufacturing fault.

Pre-Sale Items

Cannot be cancelled or refunded, as they are made specifically for your order.

Change of Mind After Ordering

Once an order has entered the processing stage, we're unable to make any changes or cancellations. This includes modifications to product selections, sizes, engraving requests, shipping addresses, or payment details.

Our fulfilment team begins preparing your order shortly after it's placed to ensure timely dispatch, so please review your details carefully before checking out. If you require assistance, simply reach out to us before placing your order and we'll do our best to get back to you as quickly as possible.

• Returns & exchanges are processed within 5 business days after the parcel is received.

• 
  You will receive an email once your return is inspected and approved.

Customers are responsible for ensuring returned parcels arrive safely.

A tracked shipping service is strongly recommended.

For most silver rings, half sizes or custom sizes are available.

If the ring is resizable, you’ll see the available half sizes listed in the size options on the product page, that’s where you can select the correct one. If not, it means that this item can’t be resized.

Please note that gold rings cannot be resized.

If for any reason we’re unable to make the adjustment, we’ll contact you as soon as possible to let you know.

Orders without engraving: processed within 3 business days.

Orders with engraving: allow up to 5 business days to process and ship.

Use our locket template to cut and fit your photo perfectly.

With proper care, your piece should last a lifetime.

Please see our Care Guide for full instructions.

All pieces include a lifetime warranty against manufacturing defects.

We cannot replace items damaged due to force, pulling, or incorrect use.