DISPATCH

All orders are shipped from our HQ in Byron Bay, Australia.

We aim to ship your parcel within 48 hours (excluding weekends) but please be patient if small delays occur as we are a tiny team doing our best.

If your order is urgent please let us know and we can accommodate.

During sales or new collections we usually experience a larger volume of orders so dispatch can take a bit longer

AUSTRALIA

A transit time of 1-3 business days is expected for Australian orders with AusPost Express.

This is a reference provided by AusPost, delays can occur and are out of our control.

INTERNATIONAL

DHL is the fastest international shipping option (under 5 business days usually but as an estimate, they say 5-7 days)

Tracking details will be automatically provided via email when your items are dispatched.

Standard International 10-30 business days. For an accurate time frame click here.

DHL Express International orders are sent via DHL aka the fastest and most secure and usually delivered in 3-5 business days door to door.

TERMS

These timeframes are provided by our freight partners but delays can happen.

Lox and Chain accepts no responsibility for lost, stolen, or damaged goods once an item has been dispatched by Australia Post or DHL. Lox and Chain is not responsible for delays in shipping or delivery due to uncontrollable events. In saying so, if your item is lost or delayed, we are happy to investigate for you.

If your item includes signature on delivery and you decide to remove it, we are not be responsible in case the item is stolen.

Your order will be dispatched via Australia Post. You'll be able to track your order through the tracking email you'll receive as well as via Australia Post website. Should you require a more specific ETA, you can contact your local shipping provider directly with the tracking number we provided when dispatching your order. In the event of re-delivery or address changes, the customer must contact the courier directly.

Please note: the recipient will be liable for any local duty, tax and/or other import costs on orders placed outside of Australia. Any potential fees are out of our control

RETURNS AND EXCHANGES

If you change your mind, you can request a full refund for non-sale items within 3 days of receiving your order. Items must be in unused condition. For hygiene reasons, earrings are not returnable.

If you'd like to cancel your order, we may be able to do so within a few minutes of placing it. However, during busy periods, cancellations might not be possible.

Last Chance, On Sale, and Customized Products are final sale.

When returning an item, it is the customer's responsibility to ensure the parcel reaches our warehouse. We are not liable for any losses during the return process.

Original shipping charges are non-refundable.

For any return questions, please contact us at orders@loxandchain.com.

EXCHANGES

If the ring isn’t the right fit, we’re happy to exchange or resize silver rings within 14 days. To start the process, please complete this form

We cannot guarantee that your requested size will be in stock. To ensure a smooth exchange, we recommend returning your item as soon as possible.

Customers are responsible for return shipping costs.

Customized products are final and cannot be resized or exchanged for another product.

Gold items must be unworn, and requests for exchanges or resizing must be made within 7 days

We’re here to help ensure you have the perfect item!

PRE-SALE

Pre-sale items are non-cancellable as they are crafted specifically for you.

While delays can occur within reason, we appreciate your patience as we create your piece with care.

DAMAGES AND ISSUES

Please inspect your order upon arrival and contact us immediately if it is defective, damaged, or incorrect. We will evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

All rings and earrings are handmade, so small variations may occur. Each piece is unique, and these differences reflect the handcrafted nature of our products. However, if you have concerns, reach out to us – we’ll resolve issues on a case-by-case basis.

1-YEAR GUARANTEE

If your piece breaks within 1 year due to a manufacturing defect, we will replace it free of charge.

We cannot replace items that break due to pulling, forcing, or inappropriate use.

ENGRAVING

Engraved pieces are personalized and non-returnable for change of mind.

To prevent any issues, please carefully review your engraving request before placing your order.

Please complete the form below:
https://loxandchain.com.au/pages/exchanges

If the size you are looking for for isn’t listed on the website, we recommend purchasing a size lower and leaving a note at the bottom of your cart specifying your desired size.

We’ll handle the rest and ensure it’s made to the correct size for you!

Please note that this only applies for silver rings.

If for any reason we’re unable to make the adjustment, we’ll get in touch with you ASAP to let you know.

Please allow up to 2 business days for your order to be dispatched (up to 5 business days if you have added any customisation to your order including engraving).

Once an order has been processed you will receive an email with your tracking details.

We offer a free ring sizer or a DIY at home method. Please see below to order/ find your size.

DIY at Home Ring Sizer

Order Our Free Ring Sizer

Unfortunately we are unable to offer returns for any customised items due to change of mind with the exception of any faulty item.
Please contact us if there was a fault with the product you received.

We aim to process all returns and exchanges within 10 business days of receiving the parcel.

If your parcel shows now as delivered, we'll get in touch soon.

We aim to process all orders within 2 business days.
When adding engraving, please allow up to 5 business days for your order to be processed and shipped.

Unfortunately due to hygeiene reasons we're unable to offer returns or exchanges on earrings. Sorry for any inconveniences caused!

Unfortunately once your order has been placed we are usually unable to isolate them to cancel before the order has been packed and dispatched.
Please contact us straight away if there are any issues with your order and we will do our best to assist you.

Please see locket template here to make your piece unique.