[FAQ] LOX & CHAIN

Not sure about your size? Order a free ring sizer or use our at-home DIY sizing tool.

Visit our size guide to learn more.

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.

Wear daily. Water and sweat resistant. Polish with the enclosed cloth to restore. Tarnish happens.

Tarnish is simply a thin surface layer that forms when silver reacts with sweat, humidity, sulphur (eggs, garlic, curry), or everyday products like lotions, perfumes and cleaning chemicals.

It’s completely normal, superficial, and easy to remove. See our Care Guide for more.

All pieces include a lifetime warranty against manufacturing defects.

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

Orders ship from within the US.

Free Express: 3-5 business days once shipped

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: 1-4 business days once shipped

• 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.

•  

Import duties & taxes: Our warehouses are based in Australia and the United States, so orders shipped within these countries are not subject to import duties. For all other international destinations, duties and taxes may apply at the discretion of your local customs authorities. If charged, these costs are the responsibility of the recipient and are not included in your order total.

* Shipping to the Middle East is temporarily suspended. Orders can still be placed and will be held until shipping resumes, then dispatched as soon as possible.

Tracking can take 24–48 hours to update, especially during peak holiday periods.

If there is no movement after 5 days, please contact us at support@loxandchain.com and our team will be happy to look into it for you.

Customers must report any lost, stolen, missing, damaged, defective, or incorrect items within 3 days of delivery. Claims will be investigated and may qualify for a replacement or store credit.

Items marked as delivered are considered received unless proven otherwise. We reserve the right to deny claims in cases of suspected fraud or misuse.

We offer Shipping Protection as an optional add-on at checkout. If a protected shipment is confirmed as lost in transit, a replacement will be issued, subject to availability. If the item is out of stock, store credit will be provided instead. More here.

To start the process, please complete this form.

Exchange Eligibility

All products, (excluding earrings, sale, last chance, & The Archive sale items, or pieces with resizing or engraving) can be returned for store credit within 15 days of receiving your order.

Returns must be submitted through our returns portal and will be reviewed by our team. Approved returns are processed as store credit, allowing you to choose another size or item.

Once your return request has been reviewed and approved, you will receive an email with return instructions.

Once your return has been received and processed by our team, your store credit will be issued and sent to your email address.

Not eligable for exchange:

- Engraved items
- Custom resized rings
- Earrings (hygiene reasons)
- Sale, Last Chance, & The Archive Sale items
- Gift With Purchase or Mystery Boxes

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
• - Earrings are not eligible for returns or exchanges due to hygiene reasons

• 
  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.

                   

• 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, & The Archive Sale items
• - Gift With Purchase or Mystery Boxes

• - Clothing, Belts and Wallets

• - Special Packaging (Red Boxes & Metal Cases)

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 the safe return of their items.

A tracked shipping service is required for all returns.
Without a tracking number, we’re unable to confirm delivery and therefore cannot process the return.