Returns

For an eligible piece ordered online from CHANLO's standard collection, contact us within 14 days of delivery if you wish to return it. You then have a further 14 days to send the piece back. This policy does not limit your statutory rights.

The right to cancel does not apply to pieces made to an individual specification or clearly personalised, including bespoke commissions and jewellery altered after purchase. These exclusions do not affect your rights if a piece is faulty or not as described.

Returned jewellery should be unworn, unaltered and complete with its certificate, presentation box and packaging. Please handle the piece only as needed to inspect it. A reduction may be made where handling has diminished its value.

Contact CHANLO before sending jewellery back so we can confirm the appropriate return process. Do not arrange a repair, resize or alteration through another jeweller before the piece has been assessed.

If a piece is faulty, not as described or otherwise does not meet the standards required by law, contact CHANLO as soon as possible. We will assess the piece and explain the available remedy. Your statutory rights remain unaffected.