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Frequently Asked Questions

Where are your Stores?

We have 12 stores across England and Wales - to find your nearest store please head to our Store Locator.

Can I Contact you by Phone?

Yes you can. You can reach our Online Sales Team on 01895 201001 Monday - Friday, 9am - 5pm. For store related issues, please call head office on 01895 201001 and ask for Customer Services.

I Would like more Information About a Product

No problem. Simply call us on 01895 201040 (option 2) or email us at onlinesales@chapelle.co.uk with your question(s). If you could include the product code that is located online, this will help us to deal with your enquiry more efficiently.

I saw a Product I Liked but it is no Longer on Your Website...

This does not necessarily mean it is no longer available. We may simply be out of stock in the stockroom but we may be able to locate it for you in one of our stores. If it has been discontinued and there is no stock left, we may be able to recommend a similar product as an alternative. Please have the product code or a description of the item to hand and simply call us on 01895 201001 or email us at onlinesales@chapelle.co.uk and we will check availability for you.

What if I Don't Like an Item When I Receive it?

This is not a problem. We offer a 30 day change of mind guarantee on most products.* We will happily exchange the item(s) or provide a full refund to the purchaser's card should an item prove unsuitable.** Click to read more about our Returns Policy.

* The 30 day change of mind guarantee excludes items purchased in store, bespoke designs and specially ordered items. This does not affect your statutory rights.
** Please note, a refund on return postage and packaging is not provided.

What Guarantee Comes with the Product I am Buying?

All our diamond products come a 2 year guarantee and all other products come with a minimum of 12 months guarantee. Some products may come with a longer guarantee period which will be specified within the product details page. This guarantee protects against any manufacturing faults but excludes accidental damage and normal wear and tear. This does not affect your statutory rights.

Can you Adjust my Watch Bracelet?

Yes, providing the watch bracelet has adjustable links i.e. stainless steel, titanium or ceramic watches are usually no problem to adjust. Sadly we cannot adjust fabric, leather or silicon/resin straps.

We can carry out this service out before your online order is dispatched. Simply email us at onlinesales@chapelle.co.uk with your order number and wrist circumference and we will arrange this prior to dispatch. The removed links will be sent with your order in case you need further adjustment. Alternatively, you can take your online order into any Chapelle store and they will adjust the bracelet for you free of charge whilst you wait (if they are busy they may ask you to pop back a bit later on). Simply head into store with your watch and proof of purchase. Finally, if you do not live near a store you can post the watch back to us with your wrist circumference and we will arrange for a horologist to carry out the work.

I Don't Know Which Ring Size I Require

This is not a problem. Whether the ring is for you or a gift for someone else, we will happily adjust or exchange the size of any ring* once free of charge after purchase. We will do this at any stage within your 30 day change of mind guarantee, thus enabling you to purchase the ring and return it for adjusting/exchange later on**. Please note that we reserve the right to choose to adjust or exchange the ring depending on stock levels at the time.

Please also bear in mind that some rings cannot be adjusted or available for exchange and some orders will be excluded from the free ring adjustment service. Click to read more about Ring Sizes & Getting it Right.

* This does not include bespoke or specially ordered rings.
** The ring must be returned in 'new' condition. If you find you require a ring size larger than S for ladies and Z for men (or smaller than a J for ladies and R for men), we would need to advise you further as some styles of ring may not be available. In this instance, if within the 30 change of mind guarantee, we would exchange your purchase for a different style or offer a full refund.

I Cannot see the Ring Size I Require Listed in the Drop Down Menu?

Our rings are usually available in sizes J-S for ladies and R-Z for men as these are the most popular ring sizes in the UK. Smaller or larger sizes outside these ranges are probably possible but they require some discussions prior to purchasing (and may require an extra charge).

A missing size could also mean that we have sold out of that size with no option for alteration. If you cannot see the size required please call us on 01895 201001  or email us at onlinesales@chapelle.co.uk and we will be able to tell you if we can supply and whether there are any additional costs involved.

Please note, items purchased in larger or smaller sizes than our standard range are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get an Item in a Different Colour or Carat Gold?

If you see an item in yellow gold, it may also be available in white gold (or vice versa). Similarly, if you see an item in 9ct, it may also be available in 18ct or even platinum and palladium. Make a note of the product code and call us on 01895 201001 or email us at onlinesales@chapelle.co.uk and we will be able to advise you if it is possible to order and how much it would cost.

Please note, items ordered in alternative metals and carats are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get an Item with a Larger Diamond or Different Stone?

Many of our diamond jewellery items are available with different carat weights (stone sizes) and we can even swap stones for other precious gemstones, effectively allowing you to customise your own bespoke design. Please call us on 01895 201001 or email us at onlinesales@chapelle.co.uk and we will be able to advise you. You will be made aware of any difference in price and you are under no obligation to proceed with an order at this stage.

Please note, items ordered with alternative stones are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

Can I get a Chain in a Different Length?

Yes, many of our popular chains are available in alternative lengths (and indeed alternative carats, colours and styles). Call us on 01895 201001 or email us at onlinesales@chapelle.co.uk and we will be able to advise availability, costs and ordering options.

Please note, items ordered in alternative lengths are excluded from your 30 day change of mind guarantee. This does not affect your statutory rights.

What Cards do you Accept?

We accept all cards apart from American Express and we also accept PayPal.

Can I Pay by any Other Method?

If you would prefer not to input your cards details online and you do not have a PayPal account, you can also pay over the phone on 01895 201001. Lines are open Monday - Friday, 9am - 5pm.

How Safe is it for me to Pay Online?

We are totally committed to protecting your security and privacy at Chapelle. The security of personal and credit card information is our highest priority therefore all payments made through our website - and are not through PayPal - are processed by WorldPay. To find out more about WorldPay security and their privacy policies please visit http://www.worldpay.com/uk/about

For more information please read our Privacy Policy.

Do I Have to Pay Online?

Paying online with Chapelle is safe, quick and easy to do however if you prefer, you can reserve an item online and pay for it in any one of our 12 branches. Simply add the item(s) to your basket and follow the reservation steps online. Staff in store will fulfil your order and notfiy you when it is ready to collect. Goods will be held for 1 week and you are under no obligation to purchase the item(s) once they have arrived in store.

Please note, not all items are available for this service. Contact us on 01895 201001 if you are unsure of the process as we can place a reservation order for you on your behalf. Please click to read more about our Reserve & Collect service.

When will I be Charged for my Order?

When you place an order with us, payment is debited immediately from your account. If you wish to cancel your order please call us on 01895 201001. We can only do this providing your payment has cleared in our bank account and the order has not been dispatched. Once refunded you will need to allow 3-4 working days for the funds to show back in your account.

How do I get a Refund?

Any one of our stores can issue a full or partial refund for your online order, or you can post the item(s) back to us to our Head Office address. Please note, you are responsible for covering all return postage costs. Full returns instructions will be sent with your goods or you can click to view our Returns Policy.

How much does Delivery Cost?

If you spend over £19 we will ship your order free of charge and all orders over £95 require a signature on delivery for security reasons. We may choose to send your parcel by Express Delivery (with a signature) even if you have not selected it - at no extra cost to yourself.

If you spend under £250 you can upgrade to Express Delivery (from £1.95 - £4.95 depending on basket total) during the checkout stage. However please note, this does not mean you will receive your item(s) any quicker that estimated. Please see our Delivery Charges section for more information.

How Long will my Order Take to Arrive?

This depends on the stock levels of the item(s) at the time of ordering. Most items can be dispatched immediately meaning you may receive your order the following working day (if Express Delivery is selected and the order is placed before midday) and 2-4 working days later (if Standard Delivery is selected). Rings generally take longer to dispatch as often our goldsmiths will need to work on your ring prior to shipment (cleaning and inspection etc).

On average, we usually dispatch orders in 2-5 working days; actual delivery after this is dependant on the delivery service you select. Please look out for the 'Expected Delivery Times' stated at the product level as this is usually pretty accurate. Don't forget you can Track Your Order at any time.

Do you Deliver Outside the UK?

Yes we deliver to over 30 European countries. Please select your location from the drop down menu during the basket stage and follow the steps online. Postage and delivery will be calculated depending on the location and items ordered.

How will my Items be Sent?

Smaller parcels sent by Royal Mail will be in plain, padded envelopes or cardboard boxes and DPD courier parcels will be sent using DPD express packs or plain cardboard boxes. Please see our Delivery Charges for more information.

Will I Receive an Email Confirming my Order has been Received?

Yes - a Confirmation Email will be sent to your selected email address once your order has been acknowledged. If you do not receive this email you may have entered your email address incorrectly or it could have gone into your Junk folder. If not please phone us on 01895 201001 or email us at onlinesales@chapelle.co.uk so we can look into it.

Can I Change my Order?

Yes you can change your order at any stage providing it has not been dispatched. Should you wish to change your order please contact us on 01895 201001 or email us at onlinesales@chapelle.co.uk as soon as possible stating your order number and your requirements. Please never include any card details in an email, as we cannot guarantee the safety of such a transmission.

Can I Cancel my Order?

Yes you can cancel your order providing it has not been dispatched. Contact us on 01895 201001 or email us at onlinesales@chapelle.co.uk as soon as possible stating your order number. Once the refund has been authorised please allow 3-4 working days for the funds to transfer between banks.

Can I Change my Delivery Address?

Sadly no, not for security reasons. We would suggest cancelling and refunding your order so that you can place it again with the correct address - providing your order has not been dispatched. Please contact us as soon as possible on 01895 201001 or by emailing onlinesales@chapelle.co.uk.

Can I Track my Order?

Yes you can - simply head to Track Your Order. At any time during the process, please do not hesitate to contact us on 01895 201001 or email us at onlinesales@chapelle.co.uk if you have a question regarding your order.

Where is my Order?

If you have not received your order within the specified delivery time or have a question regarding delivery, please do not hesitate to contact us on 01895 201001 or email us at onlinesales@chapelle.co.uk. Please double check your email inbox - or Junk folder - which will advise you when and how your order was dispatched.

My Order has Arrived Damaged. What Shall I Do?

We take great care to pack your item(s) securely and it is extremely rare that something leaves the building incorrect or damaged. Unfortunately we cannot control what happens to parcels in transit, however should this occur please contact us immediately on 01895 201001 or email us at onlinesales@chapelle.co.uk. We will probably ask you to return the item(s) as per our returns instructions and upon receiving the item(s) back, we will dispatch a replacement and reimburse all postage costs via the method used to pay.

How Long will it Take to Issue a Refund if I Return Something?

We process refunds on a daily basis, so as soon as we receive your parcel your refund should be authorised. Once authorised funds normally take 3-4 working days to process between banks.

Do I Have to pay Postage Costs to Return an Item?

If you find the item unsuitable or it's no longer required, you are responsible for the cost of return postage and packaging. If the item is arrives damaged, has a manufacturing fault or is incorrect, your postage will be refunded via the method used to pay. Please note, a reimbursement of return postage will only be authorised once we have inspected the returned item(s).

Can I Change an Item in Store?

Yes you can - simply take the item(s) and proof of purchase into store with you. The item(s) can be exchanged for any item(s) in store or that you have seen online but remember that not all items online are available in every store so you may have to wait for the new item to come into stock. Staff can take extra money in store and refund you in full or in part for your order.

Can I get a Refund in Store?

Yes you can, simply head into any store with your proof of purchase and they will process this for you. Click to view our Returns Policy.
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