Terms & Conditions

The terms governing CHANLO website orders and the made-to-order production journey.

About CHANLO

CHANLO is a trading name of Michael Chan, a sole trader established in England. CHANLO designs made-to-order fine jewellery and sells directly to consumers. The legal correspondence address will be published with these Terms before online ordering opens. Client Care can be contacted at maisonchanlo@gmail.com.

Scope

These Terms apply to purchases from the CHANLO website. Private Commissions are also governed by the written proposal and commission terms supplied for that project. If there is a conflict, the written commission terms apply only to that commission and only to the extent permitted by law.

Customers must be at least 18 years old and legally able to enter into a contract.

Product information

CHANLO takes reasonable care to describe each piece accurately. Photography, screen settings and lighting can affect apparent colour and scale. Dimensions and total weights identified as approximate may vary slightly with the selected diamond, metal, ring size and normal manufacturing tolerances. These qualifications do not permit a material departure from the agreed description or specification.

Diamond reporting, precious-metal fineness and hallmarking information is stated only where it applies to the selected piece. A laboratory report is an identification and grading document; it is not a valuation or a promise of future value.

Prices and payment

Prices are shown in pounds sterling. CHANLO is not registered for VAT, so VAT is not added or separately charged. The total price, applicable delivery charge and any other mandatory charge are shown before the order is placed. Permanent Collection orders require payment in full at checkout. Payment is processed through the methods offered at checkout, and CHANLO does not receive complete payment-card details.

If an obvious pricing error is identified before acceptance, CHANLO will contact you and will not accept the order at the incorrect price. If payment has already been taken and the order is declined, it will be returned without undue delay.

Placing and accepting an order

Placing an order is an offer to buy the selected product. The automatic Order Received email confirms receipt and payment status but does not accept the order. CHANLO reviews the price, specification, payment, delivery address and production route. A contract is formed only when CHANLO sends a separate Order Accepted confirmation.

CHANLO may decline an order before acceptance where it cannot reasonably fulfil it, including where a material or stone is unavailable, the delivery address cannot be served, a price or description is materially incorrect, or a payment or fraud check cannot be completed. If an order cannot be accepted, CHANLO will explain the position and return any payment taken without undue delay.

Made-to-order production

Permanent Collection pieces are produced after the order is accepted. Before Add to Bag, you must select a Production Preference.

Immediate Production: you ask CHANLO to begin sourcing materials and preparing the order after acceptance. Estimated dispatch is 4–6 weeks.

Standard Production: CHANLO places the order on a 14-calendar-day production hold after acceptance. Estimated dispatch is 6–8 weeks.

Both timings are estimates rather than guaranteed dates. The selected preference records when CHANLO may begin work; it does not remove or reduce statutory cancellation rights.

If a CHANLO Ring Sizer is requested, final manufacture will not begin until the required size is confirmed in writing. A delay in receiving that confirmation extends the overall timeline.

Changes requested by you

A requested change is not effective until CHANLO accepts it in writing. A change may affect feasibility, price and estimated timing. CHANLO may be unable to change a specification after Production Release. This does not affect statutory cancellation rights for a standard Permanent Collection order.

Delivery and risk

Standard online checkout is available for United Kingdom delivery addresses. Delivery terms and charges are shown before purchase. Responsibility for loss or damage remains with CHANLO until the goods enter your physical possession or that of a person you identify to receive them.

International delivery may be considered through Client Care before an order is placed. It requires separate written agreement covering availability, price, taxes, duties, cover, restrictions and delivery terms.

Cancellation and returns

The Returns & Cancellation Policy forms part of these Terms. A Permanent Collection piece selected only from CHANLO’s standard online options is not treated as bespoke merely because it is produced after order.

A genuinely bespoke or clearly personalised Private Commission may be excluded from change-of-mind cancellation rights where the law allows. Any applicable exception is explained in the written proposal before payment. Rights relating to faulty, incorrect, misdescribed or non-conforming goods remain unaffected.

Care and manufacturing concerns

Care guidance is provided with the product information. If you believe there is a manufacturing issue, CHANLO will assess the concern and provide the remedy required by law. Repair, resizing and maintenance outside a statutory remedy may be available following assessment and quotation. CHANLO does not provide a separate lifetime or unlimited warranty.

Website and intellectual property

The website and CHANLO’s designs, text, photography, drawings, CAD and branding are protected by intellectual-property rights. They may not be copied, adapted, commercially exploited or used to manufacture another item without written permission. Buying a product does not transfer those rights.

Liability

CHANLO is responsible for foreseeable loss or damage caused by breach of contract or failure to use reasonable care and skill. CHANLO is not responsible for unforeseeable loss or for business loss arising from a consumer purchase. Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, statutory consumer rights or any liability that cannot lawfully be excluded.

Events outside reasonable control

If an event outside CHANLO’s reasonable control materially delays performance, CHANLO will contact you, take reasonable steps to reduce the effect and explain the available options. This does not remove rights arising where an agreed delivery obligation is not met.

Complaints

Contact Client Care at maisonchanlo@gmail.com with your order number and a clear description of the concern. CHANLO will review the matter fairly and provide a substantive response after obtaining the information reasonably needed to assess it. This process does not restrict your statutory rights.

Governing law

These Terms are governed by the law of England and Wales. A consumer living elsewhere in the United Kingdom retains applicable mandatory protections and may bring proceedings in the courts available under consumer law.