Delivery and Returns
We aim to dispatch all orders within two working days (Mon-Fri), although there are some exceptions to this. When making a purchase online please be aware that if the item is in stock for you to purchase on the website, it doesn't necessarily mean we have it in stock for immediate dispatch.
Where watches and jewellery are available for immediate dispatch, orders will be dispatched within one or two working days (Mon-Fri). Some items, including personalised items, special orders, rings in some sizes may have an extended dispatch time, please see below for further details. Some low stock items may also need to be obtained from our stores which may cause a slight delay in dispatching your order. When there is a delay with your order, you will be contacted as soon as possible, usually within one working day, with further details and an amended timescale.
Customers will receive a confirmation of dispatch email and most orders should be delivered within 5 working days from order placement. Whilst we make every endeavour to supply items in a reasonable timescale we cannot accept any liability for late delivery or failure to fulfil an order in a particular timescale. If you require an item before a specific date, please contact our customer team at [email protected] who will do all they can to assist and advise.
Unfortunately we are unable to keep stocks of every ring size so delivery of rings may take longer where a particular size is required. We will usually be able to obtain the ring from one of our stores and dispatch promptly however please allow up to 21 days for delivery. We will always inform you of an expected dispatch date if the item is going to be delivered outside of the usual 5 working days.
In some instances rings are made especially to order in the size you require. This service can take 4 - 6 weeks depending on the style however we would advise you promptly and ask for your confirmation of your wish to proceed.
Each piece is ordered and made especially for you with your personalised information so please allow 28 days for the delivery of your personalised jewellery. You will be notified of the expected timescale for your item(s) when your order is placed.
We use reliable services from Royal Mai for all our orders, both domestic and international. We will provide you with a tracking reference for your order so you can confirm the status of the delivery on the Royal Mail website.
All domestic orders are tracked door to door for your security and peace of mind. Royal Mail Special Delivery is a guaranteed service with delivery being made before 1pm the next working day after the date of dispatch. Royal Mail Tracked services usually take 24 or 48 hours from the date of dispatch to be delivered, depending on the service selected, but this timescale is not guaranteed.
For international deliveries we use the most detailed international option available for your country. Where possible orders are sent Tracked and Signed, although this is not available in all all countries in which cases Tracked or Signed services will be used instead. The estimated delivery timescale from dispatch is usually up to 7-10 working days depending on the country where delivery is being made.* Relevant pricing information will be shown at the time of order placement.
Delivery Costs and Timescales
Within the UK we offer a range of delivery options to suit all circumstances:
Royal Mail 48hr Tracked - cost: £3.50 - Available on all orders. Royal Mail aim to deliver all 48hr Tracked orders within 48hrs, although this is not guaranteed.
Royal Mail 24hr Tracked - cost: £4.50 - Available on all orders. Free on orders over £500. Royal Mail aim to deliver all 24hr Tracked orders within 24hrs, although this is not guaranteed.
Royal Mail Special Delivery - cost: £5.95 - Available on all orders. Royal Mail Special Delivery is a guaranteed service, which will arrive by 1pm the day after dispatch, excluding weekends. Special Delivery services require a signature upon delivery: if you are out when a delivery is attempted the goods will not be left but the postman will leave a card so you can arrange to collect the item from your local sorting office or specify a suitable day for redelivery.
Free Royal Mail 24hr Tracked delivery is available within the UK on all orders over £500.
Free Royal Mail Special delivery is available within the UK on all orders over £1000.
International orders are also sent via Royal Mail. We use Royal Mail International Tracked & Signed for all eligible countries, and Royal Mail Tracked or Signed International Delivery to other international destinations, depending on availability.
International orders within the EU: £10
International orders outside the EU (Rest of World): £12
*Please allow extra time for deliveries being shipped to Russia as there are currently delays with Russian Customs.
If you order several items in one order for delivery to the same address only one delivery charge will be made, even if we decide to dispatch in two separate parcels.
We understand that jewellery is often purchased as a gift and as such we do not show any reference to Chapelle Jewellery on any packaging. All items are sent out in suitable packaging so they arrive undamaged and the parcel cannot be identified as containing jewellery.
As standard procedure all paperwork relating to the order is contained in the parcel however should you wish the paperwork to be sent to you as an email only, this can be arranged. Please contact [email protected] confirming your order reference and advising us of your wish.
We also offer gift wrapping, which can be selected at checkout for a small additional charge.
Please be aware that some of the items sold online are sourced from our stores so we can offer you more choice of products in a wider range of sizes and styles which means some watch boxes may have been opened to show customers in-store. Please feel free to contact us If you have any concerns.
14 Day Money Back Promise
Under the Distance Selling Regulations, you have a 'cooling off period' of 14 days giving you the right to return goods you have purchases online for a full refund. This does not include items which have been especially made for you or have some associated hygiene requirement such as earrings or body jewellery.
We offer our customers purchasing through our website the opportunity to return items within a 14 day cooling off period after the item has been dispatched by us. Items returned for a refund must be returned in good condition, unused, with original packaging and paperwork. The items must arrive at our offices within 14 days of our dispatch date to you. Our earrings and body jewellery will be supplied in sealed packets. You may only return earrings or body jewellery for a refund during this 14 day period if the sealed package has not been tampered with.
Returns will not be accepted outside the 14 day period which will be clearly shown on your delivery note and other documents.
If a special offer or discount code was used when the order was placed and part of the order is returned so that the conditions of the promotion are no longer met by the remaining order items, then we will issue a partial refund or withhold the refund until the rest of the order is returned.
Please return your item to us by Royal Mail using a signed for service as this ensures the item is insured whilst in the postal system and, unlike many courier companies, Royal Mail do deliver to PO Box addresses. Please do not return your item using a courier service. Courier services cannot deliver to PO Box addresses and this can add some time on to your return. If you do send your item back to us using a courier please note that we cannot refund these charges.
Our website returns policy differs to our in store gift exchange policy due to the Distance Selling Regulations. When purchasing online you don't have the chance to touch, see and try on the item so you have the opportunity to return the item for a refund if the item is unworn and within 14 days of purchase. If you purchase an item in one of our shops you are able to make a considered purchase, try the item on and decide if it is suitable. If you do change your mind about an item you have purchased in one of our shops you can return it in an unworn condition and in the original packaging within 28 days of purchase for an exchange for an alternative item. This excludes pierced jewellery items which are non returnable.
If you choose to return a purchase you have made on our website to a store, please be advised the store teams are unable to process a refund. You will need to take all your paperwork and the store team will be able to process an exchange for an alternative item or issue a gift card for the value of the purchase. Refunds for online purchases have to link to the original payment method used and as such these can only be done by our team at our offices in Nottingham. Please also be aware that not all Chapelle stores carry the brands which are available on our website. Our stores are happy to return your online purchase to our offices on your behalf; please be advised this will add a further 7 days to the processing time.
CHRISTMAS RETURNS POLICY
From the 1st November we extended our returns policy online until January 14th as we appreciate items purchased may be a Christmas gift. As long as the item is returned in the brand new unworn condition you received it in, we will provide you with a refund or exchange of your choice until the 14th January. This information will also be stamped on your invoice for your peace of mind.
Special Orders and Personalised Jewellery
Please be aware that special orders, including our range of personalised jewellery, are exempt from our returns policy, unless stated otherwise on the product listing. This is because each piece is made specifically to fulfil your order and therefore is not a standard stock item.
Smart and Connected Watches
When returning Smart and Connected watches and/or jewellery additional conditions apply to ensure that the item is returned to the condition in which it was received. If the item has been paired to a mobile phone then a factory reset must be selected on the item to ensure all of the information from the mobile is erased. If this is not performed we are unable to issue a refund. If the item has been registered on the Connected watch website or similar then the watch can not be returned as it is not possible to de-register this and the item will always be linked to this account. As this means that the item is no longer in the condition in which it was received the return policy is no longer valid on this purchase, making the connected watch non-returnable.
Interest Free Credit
Orders placed using the Interest Free Credit option are subject to a 14-day cooling off period in which the IFC can be cancelled with the third party supplier. Customers wishing to return an order that has been financed using interest free credit should contact customer services as soon as possible to make them aware and to discuss the process. Returns or exchanges outside of this period are only possible in exceptional circumstances and customers should contact the customer service team at [email protected] who will do all they can to assist and advise. This does not affect the customer's statutory rights.
Store Purchases and Returns
With the exception of pierced jewellery (earrings and body jewellery etc) and specially ordered or altered items, we are happy to exchange items purchased in stores. Simply return the unused item to one of our stores with the original packaging and receipt within 28 days for an exchange.
We are happy to exchange store purchases however it is not our policy to give refunds for returned items except under the requirements of The Sale of Goods Act, for example where they have a manufacturing fault. Your statutory rights are unaffected.
If you are unable to select a suitable replacement item in the store then a gift card will be provided, which is valid for 2 years from date of issue.