Frequently Asked Questions

The launch collection is offered in solid 14k or 18k yellow, white or rose gold, and platinum. These pieces are not made from plated metal.

Yes. Diamond-set pieces in the launch collection use lab-grown diamonds. Natural diamonds, coloured gemstones and other stones can be considered through Bespoke.

Yes. Every CHANLO diamond is individually IGI certified and presented with its report as standard.

If you know your UK ring size, select it before adding the ring to your bag. If you are unsure, request a complimentary reusable CHANLO Ring Sizer. Production begins only after your confirmed size is received, so choosing the sizer extends the overall timeline.

CHANLO produces for an individual order rather than holding finished jewellery in volume. The selected configuration becomes the production specification for that piece.

Estimated dispatch: 4–6 weeks. This is an estimate rather than a guarantee. Timing may vary slightly with production scheduling, craftsmanship and quality assurance, and we will keep you informed if an unexpected delay occurs.

Yes. We will confirm the order and provide updates as the piece moves through the relevant production, quality control, UK hallmarking and dispatch stages.

Qualifying gold and platinum pieces are independently hallmarked in accordance with UK requirements. The hallmark provides evidence of the precious-metal fineness represented by the mark.

Online purchasing is available for United Kingdom delivery. After dispatch, orders are sent using a fully insured service, tracking is provided and a signature is required when the parcel arrives.

International delivery may be available upon request. Contact Client Care before placing an order so feasibility, timing and cost can be confirmed.

Contact Client Care before ordering if the piece is needed for an occasion. CHANLO will consider feasibility, but made-to-order production means a fixed date cannot be promised before the route is confirmed.

Eligible standard online orders may be returned under the published returns process. Pieces made to an individual specification or clearly personalised may be excluded from cancellation rights; this does not affect statutory rights where goods are faulty or not as described.

Contact CHANLO for an assessment. Resizing options depend on the design, metal and amount of adjustment; the service is assessed separately and may involve a cost.

Contact CHANLO before any work is undertaken. We assess the piece first and explain the possible work, estimated timing and cost before proceeding.

Contact Client Care with the order number, a description and photographs where helpful. CHANLO assesses each case individually. Your statutory rights remain unaffected.

Different diamond sizes, natural diamonds, coloured gemstones, alternative lengths and considered variations can be discussed through Bespoke. Feasibility and cost are confirmed before work begins.

Yes. An original commission begins with an enquiry and consultation, followed by design development, CAD and stone selection where relevant. No production begins before the agreed proposal is approved.