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Returns to Chains of Gold are free for UK based customers via Royal Mail.
You can return an item within 30 days of receiving your order using the pre-paid label found in your parcel.
Please return your item in new, unworn condition with all original tags.
Pack the item back up in its original packaging and please obtain proof of postage. Keep your proof of postage until we confirm we have the parcel back – this can take up to 7 days.
Should you wish to exchange your jewellery for another item, please add a note in your parcel with instructions.
If you have mislaid your returns label, our returns address is: COG Returns, PO BOX 3931, Swindon, Wiltshire, SN2 9HQ.
If you have received an item from Chains of Gold as a gift you can of course return it for exchange. This must be done within the parameters outlined in the returns policy above.
If you don’t have a returns label, please return to: COG Returns, PO BOX 3931, Swindon, Wiltshire, SN2 9HQ.
If you don’t have a copy of the gift receipt, please add a note with the purchasers name and address.
For items purchased from 1st November onward, the return period is extended to 15th January to allow for Christmas gifting.
MADE TO ORDER AND PERSONALISED
We are unable to offer exchanges or refunds on bespoke items or special orders – this is because we are unable to resell the item.
This means that we cannot provide refunds or exchanges on items that have been made to order for you, or items that have been altered, engraved or personalised in any way.
Bespoke or made to order products may only be returned if the goods are faulty or were supplied incorrectly. This does not affect your statutory rights.
Faulty items will be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 12 months after delivery.
All items returned as faulty will be inspected and any item displaying damage deemed to be a result of wear and tear will not be accepted as faulty. We will however, where we can, offer a quote to repair the item. Alternatively, a ‘scrap’ value can be offered.
Faulty items returned to Chains of Gold within 1 month of purchase can be refunded or exchanged.
Faulty items received after 1 month will be repaired or exchanged.
This does not affect your statutory rights.
Refunds will be made within 30 days of the date of cancellation notice, often sooner. The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser’s credit card, including VAT.
Any problems or questions? Please email: [email protected].