Shipping policy
SHIPPING & DELIVERY POLICY
At CHAIN, every piece of jewellery is prepared to order with care. We take great care in preparing, protecting and delivering your jewellery safely.
This Shipping & Delivery Policy applies to orders placed through chainjewellery.com.
1. DELIVERY AREA
CHAIN currently ships to addresses within the Netherlands.
We are working towards offering delivery to additional European countries in the future. When international delivery becomes available, eligible destinations and any applicable shipping charges will be displayed during checkout.
We do not currently accept orders for delivery to destinations that are not available during checkout.
2. SHIPPING COSTS
We currently offer free standard shipping on all orders within the Netherlands.
Any applicable charges for alternative or future delivery methods will be clearly displayed during checkout before you complete your order.
3. MADE-TO-ORDER JEWELLERY
All CHAIN jewellery is currently prepared to order.
This means that your jewellery may require preparation or production before it is ready to be shipped.
Certain personalised or bespoke pieces may involve additional production steps depending on the selected design, specifications or personalisation.
Unless a different timeframe is clearly communicated before purchase, we aim to deliver your complete order within a maximum of 14 days from the date your order is confirmed.
4. DELIVERY TIME
Our current delivery timeframe within the Netherlands is a maximum of 14 days from the date your order is confirmed, unless a different delivery timeframe is clearly stated before purchase.
This timeframe includes both the preparation or production of your jewellery and shipment to the delivery address provided with your order.
If circumstances arise that may prevent us from delivering within the communicated timeframe, we will contact you as soon as reasonably possible.
Your statutory rights relating to delivery remain unaffected.
5. ORDER PROCESSING
After your order and payment have been successfully received, we will begin processing your order.
Because CHAIN jewellery is prepared to order, production or preparation may begin shortly after your order has been confirmed.
If a product unexpectedly becomes unavailable or we become aware of a significant issue or delay affecting your order, we will contact you as soon as reasonably possible.
6. ORDER CONFIRMATION
After placing your order, you will receive an electronic order confirmation using the contact information provided during checkout.
Please review your order confirmation carefully and contact us as soon as possible if you notice an error in your order or delivery information.
7. DELIVERY ADDRESS
You are responsible for providing accurate and complete delivery information when placing your order.
Please carefully check your delivery address before completing your purchase.
If you discover an error after placing your order, contact us as soon as possible at:
info@chainjewellery.com
We will try to update the delivery information where the order has not yet been dispatched.
However, we cannot guarantee that an address can still be changed once an order has entered processing or has been handed over to the carrier.
This does not affect any mandatory rights you may have under applicable consumer law.
8. SHIPPING, TRACKING & DELIVERY
Where tracking is available, tracking information will be sent to the email address associated with your order or made available through your order status page or CHAIN customer account.
Tracking information may take some time to become active after the shipment has been handed over to the carrier.
Depending on the value, destination and delivery method, additional delivery security measures may be used for certain jewellery shipments.
For certain high-value orders, a signature or another form of delivery confirmation may be required.
9. INSURED SHIPPING
CHAIN currently offers insured shipping for orders delivered within the Netherlands.
Where a shipment is described as insured, the shipment will be sent using a delivery service with appropriate shipment protection arranged by CHAIN or the relevant logistics provider, subject to the applicable conditions of that service.
Any claim relating to loss or damage during transportation will be investigated with the relevant carrier or logistics provider.
The use of insured shipping does not reduce or replace your statutory consumer rights.
10. DELIVERY DELAYS
Occasionally, delivery may be delayed due to circumstances affecting production, the carrier or other circumstances outside our reasonable control.
If we become aware of a significant delay affecting your order, we will contact you as soon as reasonably possible.
If your order has not arrived within the communicated delivery timeframe, please contact:
info@chainjewellery.com
We will investigate the status of your order and, where appropriate, contact the relevant carrier or production partner.
Your statutory rights relating to delayed delivery remain unaffected.
11. LOST SHIPMENTS
Unless a legal exception applies, the risk of loss remains with CHAIN until you, or a third party designated by you other than the carrier, have physically received the order.
If tracking indicates an unusual delay or you believe your package may have been lost, please contact us at:
info@chainjewellery.com
Please include your order number so that we can investigate the shipment.
Where necessary, we will open an investigation with the relevant carrier and provide an appropriate solution in accordance with applicable law.
12. DAMAGED SHIPMENTS
If your package or jewellery appears to have been damaged during transportation, please contact us as soon as reasonably possible at:
info@chainjewellery.com
Where possible, please provide:
• your order number;
• photographs of the external packaging;
• photographs of the internal packaging; and
• clear photographs of the jewellery and any visible damage.
Please retain the original packaging while the matter is being investigated, where reasonably possible.
This helps us investigate the shipment with the carrier and does not limit your statutory consumer rights.
13. INCORRECT OR INCOMPLETE ORDERS
If you receive an incorrect product or believe that an item is missing from your order, please contact us at:
info@chainjewellery.com
Please include your order number and, where relevant, photographs of the contents received.
We will investigate the issue and provide an appropriate solution where CHAIN is responsible.
14. RECEIVING VALUABLE JEWELLERY
We recommend checking your package and jewellery reasonably soon after delivery.
If there is visible damage to the packaging or jewellery, taking photographs before disposing of the packaging may assist us in investigating the issue.
For certain high-value shipments, a signature or another form of delivery confirmation may be required.
These precautions do not limit your statutory consumer rights.
15. FAILED OR UNDELIVERABLE DELIVERY
If a shipment cannot be delivered because the delivery information provided during checkout is incomplete or incorrect, or because the shipment is not collected where collection is required, the package may be returned to CHAIN.
If this happens, please contact us so that we can determine the appropriate next step.
Where additional shipping costs arise solely because incorrect or incomplete delivery information was provided by the customer, we may ask the customer to pay reasonable additional shipping costs where permitted by law.
This does not apply where the failed delivery was caused by CHAIN or the carrier.
16. RETURNS
Shipping and delivery are separate from the statutory right of withdrawal and our return procedure.
For information about returns, withdrawal rights, return shipping and refunds, please refer to our Returns & Refunds Policy.
Eligible return requests may also be submitted through your CHAIN customer account where this functionality is available.
17. CONTACT
For questions regarding your order, shipping, tracking or delivery, please contact:
CHAIN
Email: info@chainjewellery.com
Telephone: +31 6 14335589
Website: chainjewellery.com
The Netherlands