FAQs
Product information:
Our materials are 18k gold, silver, stainless steel and rhodium.
At HISCHAINS, we use the most advanced PVD plating process available, and all pieces are five times dipped in 18K gold. This process allows our gold-plated jewellery to last longer than any typical gold plating, that you may be used to. We are constantly working to improve processes to ensure our products are the longest-lasting available.
How can I maintain the longevity of my jewellery?
To help maintain longevity, do regularly clean with our non-abrasive polish, as jewellery can tarnish when left to age. Avoid contact with perfume, remove before swimming and store in your pouch when not in use.
Can I wear my jewellery in water?
Whilst we offer incredibly high-quality PVD plating across all pieces, we advise taking precautions.
The main thing to look out for is Chlorine, especially at elevated temperatures, which can permanently damage or discolour your gold jewellery. Stay away from wearing your jewellery while swimming or in hot temperature water.
ORDERS:
How can I change my order?
If you have accidentally ordered the wrong size or product, please let us know as soon as possible.
If you have already received your package, please do contact us by email- contact@hischains.com
I accidentally put the wrong address at checkout?
Unfortunately, once the package has been dispatched, we cannot change the destination. Please double-check before you place your order that the details are all correct. If you notice immediately, we will try to rectify the situation as best we can.
What happens if I receive the wrong order?
In the unlikely situation that happens, please email us as soon as possible.
-Your order number
-The name of the item you did not receive.
-The name of the item you received.
-A clear photograph of the item you have received, including the HISCHAINS logo.
Our team will get this addressed for you ASAP.
All claims for orders arriving without the correct/missing items must be made within seven days of the delivery date
Shipping/Delivery:
How long does it take for my order to be dispatched?
Our orders are usually dispatched within one business day. If we encounter any problems, we will contact you via the email you provided at checkout.
When will I get my tracking code?
We can send you tracking information on request via email.
I have not received my package, but the tracking states delivered?
HISCHAINS is not liable for missing/lost packages once the tracking number states delivered. Should this unfortunate situation happen, please check with your mailman, neighbours, and building management/mail room before contacting us. If you cannot find your package, we will file a claim. Due to the outcome of the claim, we may or may not be able to replace your order.
I didn’t get the correct shipping I paid for?
This might have happened for two reasons.
- The courier we ship with is currently experiencing delays which, unfortunately, are out of our control.
- The price of shipping was more than the order you were charged for.
Do I have to pay import fees?
If you are ordering outside the United Kingdom, the recipient assures the product can be imported to the destination. The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees imposed once a package reaches the desired country.
Returns/Refunds
Assuming your order qualifies for a refund, please contact our email contact@hischains.com, and we will get your refund processed.
Please provide as much information as you can-
- A clear photo
- Order number
- Reason for return.
How do I return an item?
Please contact us at contact@hischains.com and our customer service team will be more than happy to help. We have a strict return policy, so we will need to as some questions.
How long till I receive my refund?
Once our support team have received all the needed information and you have been accepted for a refund, we will process it immediately. This process may take 3-5 business days, however, there are certain situations where it may take up to 10 days.