Refund policy

At Chance & Charm, we want you to love every piece you receive.
If your purchase wasn’t what you expected, we’re here to help—while ensuring safe and fair handling for all customers.

1. Returns for Individual Jewellery Purchases

We accept returns for individually purchased jewellery items (items that are not part of our jewellery blind boxes).

To be eligible for a return:

  • You must request a return within 14 days of receiving your order.

  • Items must be unused, unworn, and in their original packaging.

  • Items must not be damaged or altered by the customer.

If approved, you may choose either:

  • Refund to your original payment method, or

  • Store credit (if preferred)

Refunds will be processed within 3–7 business days after the returned item is received and inspected.

 

2. No Returns for Blind Box Products

Due to the surprise and randomized nature of our jewellery blind boxes, we do not accept returns, exchanges, or refunds for any blind box items.

This includes:

  • Blind box jewellery

  • Surprise items

  • Randomised accessories

  • Any item received inside the blind box

This policy is clearly stated before purchase and helps keep the experience fair for all customers.

 

3. How to Request a Return (Simple Process)

If your item qualifies for a return (non-blind-box jewellery), please follow these steps:

  1. Visit our Contact Us page.

  2. Provide the following information:

    • Order number

    • Full name

    • Product name

    • Reason for return

    • Photo of the unused item (optional but helpful)

  3. Our support team will respond within 24–48 hours with return instructions.

Please do not send items back without contacting us first, as we may not be able to process returns received without approval.

 

4. Return Shipping

  • Customers are responsible for the cost of returning items unless the item is faulty or incorrect.

  • For faulty or wrong items, we will cover return shipping or provide a replacement.

  • We recommend using a tracked shipping service to ensure safe delivery.

 

5. Exchanges

Exchanges are available only for non-blind-box jewellery.

If you would like to exchange your item:

  1. Request a return via Contact Us

  2. Once approved, send your item back

  3. We will ship the replacement once the original item is received

 

6. Non-Returnable Items

The following items cannot be returned:

  • Jewellery blind boxes

  • Items received from blind boxes

  • Gift cards

  • Final sale items

  • Used or worn items

  • Items without original packaging

 

7. Incorrect or Faulty Items

If you receive:

  • A defective item

  • A damaged item

  • The wrong item

  • Missing items

Please contact us within 48 hours of delivery with:

  • Order number

  • Photo of the item

  • Brief description of the issue

We will provide a replacement or full refund as appropriate.

 

8. International Returns

International customers may return eligible items (non-blind-box jewellery).
Return shipping fees are the responsibility of the customer unless the item is faulty.

 

9. Refund Processing Time

Once your return is received and inspected:

  • Approval or rejection email within 2–4 business days

  • Refund issued within 3–7 business days (depending on your bank or payment provider)

 

10. Contact Us

If you have any questions about our return or refund process, feel free to reach us anytime:

👉 https://chancejewels.com/pages/contact-us

Our support team is here to help.