Refund policy

Returns & Refund Policy

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note we do not offer free returns.

How to return your item

Step 1: Email us at twistedchainshop@gmail.com with your order number and the item(s) you’d like to return.

Step 2: Tell us why you’re returning the item(s).

Step 3: Wait for a returns approval email from us with further instructions.

Step 4: Send your item(s) back to us securely, to the address in your returns approval email.

Step 5: Once we receive your return, we’ll process it within 1-2 business days.

If you don’t have a printer, please include a handwritten note with your return giving your full order details. Without your order information, your return may be delayed.

Important things to know

You have 30 days from the date your parcel is delivered to request a return. Returns requested after 30 days will be rejected.

To be eligible for a return, your item must be in the same condition you received it: unworn, unused, and in its original packaging, including the velvet pouch.

Chains and bracelets cut to one of our standard lengths can be returned in the usual way.

If you added a gift box to your order, it’s a separately priced product and must be returned unused, in its original condition, to be refunded.

You’re responsible for the safe return of your items. Standard untracked post isn’t a secure way to return goods. We strongly recommend a tracked and insured service, covering the value of the items you’re returning. We can’t be held responsible for returns lost or damaged in transit, and we can’t offer refunds, exchanges or store credit for returns lost in transit.

Non-returnable items

Engraved and personalised items can’t be returned or exchanged, as they’re made to order for you. They can’t be cancelled, changed or refunded once your order is placed, whether or not work has started. Please check all spellings and personalisation details carefully before ordering.

This doesn’t affect your rights if an item arrives faulty or damaged.

Exchanges

The quickest way to get the item you want is to return your original item and, once the return is accepted, place a new order for the replacement.

Damaged, faulty or missing items

Please check your order when it arrives and contact us as soon as possible if anything is faulty, damaged, missing or incorrect, so we can put it right quickly. Reporting it promptly helps us sort it out, but it doesn’t affect your statutory rights, including your right to reject faulty goods. Email us at twistedchainshop@gmail.com.

Refunds

We’ll let you know once we’ve received and inspected your return, and whether your refund has been approved. If it’s approved, we’ll refund your original payment method within 1-2 business days of receiving your return. Your bank or card provider may take a little longer to show it in your account.

If more than 5 business days have passed since we received your return and you haven’t had your refund, please email us at twistedchainshop@gmail.com.

Returns address

Twisted Chain
L10 2WA
PO Box 174
United Kingdom