FAQs
FREQUENTLY ASKED QUESTIONS
PURCHASING ONLINE
What forms of payment do you accept?
We accept VISA, MasterCard, American Express, and Discover. We also accept payments made through PayPal and Google Checkout.
Will sales tax be charged?
Sales tax will be assessed on purchases shipped to Illinois and New York.
SHIPPING AND RECEIVING
How can I track my order?
Domestic and international orders sent to residential and commercial addresses may be tracked online with the tracking number provided via email at the time your order has shipped. Please allow up to 24 hours for tracking information to register in the UPS system. Orders sent to PO Boxes or to APO/FPOs are sent via United States Postal Service and may be tracked here.
When will my order ship?
Orders received for in-stock items ship within 24 to 72 hours. All domestic orders are sent via UPS unless a PO BOX or APO/FPO has been specified, in which case items are sent USPS. Overnight orders must be received by 12 PM EST to be sent out the same day, excluding holidays and weekends. Orders received after 12 PM EST will be processed the following business day, excluding holidays. Overnight orders received before 12 PM EST on Fridays will not arrive until the following Monday, excluding holidays. Please note that these processing and shipping provisions are only general guidelines. Charm & Chain is not responsible for shipping carrier delays and cannot ensure that the time frames noted above will be met.
Do you ship internationally?
Yes, we ship to any country authorized to receive imports sent via United Parcel Service (UPS). We require a valid street address (P.O. Box addresses cannot be accepted) and a telephone number for your order. Based on the rules and regulations of the destination country, some international orders may require several weeks for processing. Please be advised that Charm & Chain is not responsible for any additional duties, taxes, or other shipping related fees that may be charged by your specific locality. We recommend that all customers shipping internationally investigate such fees prior to completing a purchase with us.What does shipping and handling cost?
UPS Ground: $9.95, UPS Three Business Day: $14.95, UPS Two Business Day: $17.95, and UPS Overnight: $29.95. UPS International: $35.00, UPS International to Canada: $30.00
Do I need to sign for my package?
As an added security measure, Charm & Chain requires a signature for all US deliveries for orders of $1000 USD or more. However, it is at the discretion of the delivery service provider to require that the signature be made in-person for any delivery. If you choose to waive the signature requirement for your order, please make a note in the gift note box at checkout stating "I waive the signature requirement." Please note that by waiving the signature requirement, Charm & Chain cannot be responsible for any such lost or stolen packages.
What if my package is unclaimed or I forget to include a completed return form?On rare occasions, packages are returned to us as undeliverable.
- Incorrect or incomplete address
- Non-deliverable address: addresses that do not or cannot accept mail
- Three (3) failed delivery attempts
- Recipient did not pay taxes, duties, customs fees or related charges
- Unclaimed by recipient
- Refused by recipient
RETURNS
What is your return policy?
Our complete return policy may be found here. We accept returns within fifteen (15) days of delivery to you. Please complete the Return Form attached to your packing slip. All returns MUST have this Return Form enclosed. If you need an additional form, please email returns@charmandchain.com to receive a Return Form before you send your return. Items purchased on sale, or specified as Vintage or One of a Kind, are returnable for store credit only. Merchandise without original tags in tact is non-returnable.
GIFTS
Do you offer gift wrapping?
Yes, our gift wrapping is free of charge. Before you check out, you will see a small box labeled “Please wrap the products in this order.” If you click this box, we will package your order in a Charm & Chain gift box, and include a gift receipt that does not disclose the price of the items you purchased. If you would like a note card included, type the text as you would like it to appear in the “Gift note” box.
Can I send a friend or family member a gift card to your site?
Absolutely! Select the “Gift Card” link along the bottom of the site and you can choose a $25, $50, $100, or $200 gift card. We will send out a card that allows the recipient to redeem this credit and purchase whatever they like!
I received a gift and I want to exchange it for something else. What do I do?
To make an exchange, email returns@charmandchain.com with the item code and the order number (found on your packing slip) along with a note that you would like to make an exchange. We will send you a return form to send the item back to us. Please mark that you would like "Store Credit" on this form. Upon receipt of the item, we will create and send to you a store credit code that you can apply towards the purchase of any other item on the site. You may enter this code at checkout when you place a new order.
OTHER COMMON QUESTIONS
How can I apply two discount or store credit codes to one order?
You may apply a store credit code and a discount code on the same order, as well as two store credit codes on the same order. However, we only allow one discount code to be used on a order. If you want to use more than one code at a time, you will have to place your order by phone or email. You can call toll free 1 (877) 376-1829 or email orders@charmandchain.com.
Do you have a store location that I can visit?
No, our merchandise is sold only online. Sign up for our mailing list or check the Charm & Chain Blog to find out about Trunk Shows in Chicago, New York, and other locations throughout the country.
Where are the Charm & Chain offices located?
Charm & Chain has offices in Chicago and New York City. Our business office in New York is located at 611 Broadway, #703, New York, NY, 10012.
How can I be sure that the jewelry I purchase is "real"?
Many pieces we carry bear a signature mark or designer stamp, others do not. Due to modifications in production processes, designers will from time to time discontinue the use of such identifying marks even if they had been used previously in the design of the same piece of jewelry. In other cases, the nature of the various materials used in construction allows for branding on some, but not all, of an individual designer’s pieces. Nevertheless, all merchandise sold by Charm & Chain is sourced directly from the designer and is 100% authentic.Do you sell wholesale?
Charm & Chain sells exclusively retail merchandise.
I am a jewelry designer and would like Charm & Chain to consider selling my designs. Whom do I contact?
Email us at designers@charmandchain.com with information and images or line sheets of your designs for our consideration. Due to the large amount of interest, we have to make careful selections and unfortunately cannot carry the work of every designer who expresses interest.
Will items that are sold out be re-stocked?
This varies by item. Many items are temporarily listed sold out when on back order, while others may be marked as sold out until they are removed from the site. If you have interest in a particular item that is sold out, you can inquire via email at personalshopper@charmandchain.com about its status.
I need advice on a gift or a piece for an upcoming special event. Can you help?
Yes! Submit a personal shopper inquiry (click the Personal Shopper link along the pink bar at the top of the page) with some basic guidelines about what you’re looking for and we will offer some suggestions. We will do our best to provide a prompt response, however we do reply by urgency of need. There is no cost for personal shopper services.
STILL HAVE MORE QUESTIONS?
Just email us at info@charmandchain.com or call toll free 1 (877) 376-1829 M-F, 10-6pm EST.
