[FAQ] LOX & CHAIN

To receive your order in time for Christmas, please place your order before the dates below:

To receive your order in time for Christmas, please place your order before the dates below:

USA
UPS Air — December 20th
Engraved pieces must be ordered before December 19th to arrive in time for Christmas.
This cut-off may close earlier depending on holiday order volume.

Australia
AusPost Express — December 22nd
Engraved pieces must be ordered before December 21st to arrive in time for Christmas.
This cut-off may close earlier depending on holiday order volume.

Worldwide
DHL Express — December 18th
Engraved pieces must be ordered before December 18th to arrive in time for Christmas.

If you’re considering engraving, we strongly recommend ordering as soon as possible.

All our jewelry arrives in a metal gift box, beautifully designed and ready to give.

No wrapping needed, every piece comes presented in our signature packaging, perfect for holiday gifting.

We aim to dispatch all orders within 2 business days,
or up to 5 business days if your order includes engraving or customisation.

Once processed, you’ll receive an email with your tracking number.

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.

We’ve extended our exchange period until January 8th.

You can exchange your item or return it for store credit.

We offer store credit or exchange on all sale items.
(Customised or engraved items cannot be returned.)

Please double-check sizes and product details before placing your order.

If you need help choosing, reach out. We’re here to assist.

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

If you have questions before ordering, feel free to ask us.

USA orders ship from our California warehouse.

• Australia & International orders ship from our Byron Bay HQ.
  
  

We aim to dispatch within 48 hours (excluding weekends).

During new collection launches or sales, dispatch times may be slightly longer.

If your order is urgent, let us know, we’ll do our best to help.

USA Shipping

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

Australia Shipping

AusPost Express: 1-3 business days
(Delays may occur and are outside our control.)

International Shipping

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

• Standard International: 10-30 business days
  Tracking is emailed automatically once your order is dispatched.

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.

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.

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.

                  
                  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.

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

Changes can only be made if production, engraving, resizing or packing has not yet begun.
Once work has started, the order cannot be altered or cancelled.

• Returns & exchanges are processed within 10 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.