Shipping policy

Made individually to order

Every Permanent Collection piece is created after an order is accepted rather than held as finished stock. The selected metal, diamond size and, where relevant, ring size form the specification for that order. Diamonds are sourced individually for diamond-set pieces, and the completed piece is inspected against its recorded specification before dispatch.

When the estimate begins

Payment is captured when the order is placed, but an Order Received message is not acceptance. CHANLO first reviews the order. The contract is formed when CHANLO sends an Order Accepted confirmation, and the delivery estimate begins on that date.

Normally within 4–6 weeks

Delivery is normally expected within 4–6 weeks from Order Acceptance. This is an end-to-end estimate covering sourcing, manufacture, finishing, quality control and delivery to a United Kingdom address. It is not a guaranteed date.

When a Ring Sizer is requested

If you request a complimentary CHANLO Ring Sizer, we will send it before accepting the completed ring specification. Confirm the required size in writing. The 4–6 week estimate begins when CHANLO then sends Order Accepted.

If timing changes

Production scheduling, quality assessment, hallmarking, an agreed specification change or an event outside reasonable control may affect timing. CHANLO will contact you if a material delay arises and explain the available options.

Order updates

CHANLO sends Order Received, Order Accepted and dispatch communications. Tracking is provided where the delivery service supports it. We will also contact you about a material delay or a decision affecting the order.

Complimentary United Kingdom delivery

Online checkout is available only for United Kingdom delivery addresses at launch. Delivery is complimentary. CHANLO remains responsible for the order until it enters your physical possession or that of a person you identify to receive it.

Delivery address

Please provide a complete, secure address and check it before ordering. Address changes are subject to identity and fraud checks and may not be possible after dispatch. If a parcel is returned because delivery could not be completed using accurate details supplied at checkout, Client Care will explain the next step and any reasonable additional cost before redelivery.

Outside the United Kingdom

International ordering and delivery are not available at launch. You may contact Client Care to register your interest, but an enquiry does not create a promise that CHANLO can accept or deliver an international order.