FAQ

1. RETURNS

We pride ourselves on crafting high-quality jewelry and stand by every item we sell. Our return policies are outlined below:

• Non-Personalized Jewelry: Ready-to-ship, non-personalized jewelry may be returned within 15 days of purchase for a refund or exchange.
• Personalized Jewelry: Personalized jewelry is considered final sale and cannot be returned.
• Cancellations or alterations are only possible within 24 hours of purchase due to the customization involved.
• Satisfaction Guarantee: If you are not satisfied with your personalized piece, we are committed to remaking or repairing it to meet your expectations. However, please note that we cannot take responsibility for errors in size, color, material, or customization details provided by you.
• Warranty: We offer a one-year warranty for all our products. The warranty does not entitle you to replacements or refunds for lost or stolen items once they are already successfully delivered to you. General wear and tear, misuse, and tarnishing are not covered under the warranty. 

• Contact our team info@chaptersofjoy.com within 7 days of receiving your order. Providing pictures of the item and a detailed description of the issue, including the reason for the return.  Once we've reviewed your case, we will determine if your order is eligible for a replacement or refund.

• Return Shipping: Chapters of JOY covers the return shipping costs.
• Processing Time: Upon receipt of your return, please allow 4-6 weeks for us to process. This time frame includes reviewing, repairing, or remaking the item(s) as necessary.
• Replacement Conditions: Please note that replacements or repairs cannot be made until we receive the original item(s) in complete and original packaging.

Our goal is to ensure that every customer is satisfied with their purchase and to resolve any issues that may arise efficiently and effectively.

2. WHAT ARE YOUR SHIPPING OPTIONS?

• Free Shipping: We offer free shipping on all orders over €100.
• Shipping Costs for Other Items: For orders under €100, shipping costs will be calculated at checkout.
• Expedited Shipping: Expedited shipping options are available for those who need their orders quickly. Our FedEx expedited shipping at just €26.
• Custom Orders: Custom orders usually require 2-3 weeks for production. These items are shipped immediately upon completion. Please refer to our creation timeline for more details.
• Special Shipping Requests: For any specific shipping needs, please contact us at info@chaptersofjoy.com or through our website.

Shipping Information: It is essential that your shipping information is complete and accurate. We will contact you in case of any issues such as delays or incorrect shipping details.

Responsibility for Address Accuracy: Please ensure the delivery address is correct and reliable. We are not able to reship items if an order is confirmed as delivered but lost due to incorrect address details provided by the customer.

3. DO YOU OFFER ANY WARRANTIES? 

We are committed to the quality of our jewelry, offering an unparalleled 1-year comprehensive warranty on all styles. This warranty includes coverage for defects, necessary repairs, tarnishing, and replating resulting from normal wear and tear. Please note that it does not cover loss or theft.
If your jewelry requires attention under the warranty, please contact us at info@chaptersofjoy.com. Include your order number, a photo, and a description of the issue. We are dedicated to restoring your jewelry to its original condition.

4. WHERE IS MY JEWELRY? 

Once you submit your custom jewelry order and it is confirmed, we will begin production within 24 hours. Please allow 15-20 business days for the creation of your personalized item, as it needs to meet our high standards of personalization.
When your order is ready to ship, we will send you an email confirmation along with the tracking details, so you can follow the journey of your bespoke piece.
If you have any questions about the production process or need updates about your specific order, please don’t hesitate to contact us at info@chaptersofjoy.com. Be sure to include your order number and any specific inquiries you might have.

5. WHAT IS YOUR JEWELRY MADE OF? 

Our jewelry collections are crafted using premium base metals to suit every preference. Choose from fine 925 sterling silver and elegant 14k gold. Additionally, for our keychain designs, brass is also available as a base metal option.

• Brass Pieces: Opt for a sophisticated finish with our plating options in 14k gold, 14k rose gold, or sterling silver.
• Sterling Silver Pieces: Enjoy the classic beauty of un-plated silver, or enhance your piece with a plating of 14k gold or 14k rose gold.
• Gold Options: Our solid gold pieces are available in three alluring shades—timeless yellow gold, sleek white gold, and warm rose gold.

6. HOW TO CARE FOR MY JEWELRY? 

Sterling silver is known for its softness and, like many precious metals, requires regular maintenance to prevent tarnish and damage. Here are some essential tips to help extend the life and beauty of your jewelry.

• Store your jewelry in its original packaging when not in use to protect it from scratches and prevent tarnish.

• Avoid exposure to harsh chemicals found in soaps, perfumes, and household cleaners.
• Keep your jewelry dry; remove it before bathing, swimming, or engaging in manual tasks.
• Regularly inspect connecting rings and links for signs of wear.
• Use a soft cloth for surface cleaning to prevent tarnish buildup.

1. Suitable for regular wear.

• Use the provided polishing cloth and gently clean with a soft bristle brush using mild detergent and warm water for tarnish removal.

• Best for occasional use to preserve fine details.
• Polish with a soft cloth, avoiding harsh chemicals.

• Use non-abrasive cleaners specifically designed for gold.
• Be mindful that plating may wear over time.

• Protect from moisture and avoid excessive heat.
• Clean with a dry cloth only.

• Check settings regularly to ensure they are secure.
• Avoid submerging in water to prevent damage.

7. WHAT CAN I DO IF MY JEWELRY ARRIVES DAMAGED? 

If your jewelry arrives damaged, please know that at Chapters of JOY, we carefully inspect every order for quality before shipping. Despite our efforts, damage can still occur during handling or shipping. If this happens, please contact us immediately at info@chaptersofjoy.com. We will arrange for the damaged piece to be repaired or for a new item to be shipped to you promptly.

 8. DO YOU TAKE ORDERS FROM OUTSIDE OF EU? SHIPPING, DUTIES & RESPONSIBILITIES 

Chapters of Joy is pleased to serve customers worldwide. You can easily place your order through our website, much like our domestic customers. All prices are listed in Euros. For our international customers outside the European Union, shipping costs are dynamically calculated at checkout based on your location.

Please be aware that international shipments may be subject to customs delays and processes beyond our control, which could impact delivery times.

It's important to note that if an international order is refused upon delivery, the package will be abandoned at the border. As these items cannot be returned to us, they are not eligible for a refund. Make sure to carefully review your order for correct options and sizes before confirming your purchase.

By placing an order, you agree to take full responsibility for any duties, taxes, and brokerage fees that may be charged. These fees are not included in our item prices or shipping costs and must be paid by the recipient upon delivery. We recommend checking with your local customs office for an estimate of these fees before placing your order. Although we do not include receipts in our packages and typically mark them as gifts, this does not guarantee exemption from these fees.

9. HOW LONG DOES IT TAKE FOR MY ORDER TO BE READY

A detailed look at each step of the process, ensuring you know exactly what to expect after placing your order.

• We review your order and begin discussions about any customizations you require.

• Our team designs and prepares your prints on the selected piece and submits it to you for approval.

• We start the engraving process, ensuring each detail is clear and precise on the metal piece.

• The jewelry undergoes an optional eco-friendly plating process, followed by thorough polishing to achieve a high shine.

• After a final inspection, your jewelry is carefully packaged in a unique gift box and shipped.

10. HOW CAN I TAKE MY FINGERPRIT?

• Materials Needed:
• Pencil
• Plain white paper
• Sticky tape
• Steps:
• Ensure hands are clean and dry.
• Scribble a dense patch of graphite on the paper using the pencil.
• Rub a finger over the graphite patch until it's well-coated.
• Place a piece of sticky tape over the fingerprint and press firmly.
• Carefully peel the tape away and stick it onto the paper.
• Label if necessary and repeat for additional fingers.

11.  HOW DO I TAKE HAND/FOOT PRINTS?

  What Do You Use to Take Baby Footprints and Handprints?

A- Using Paint  for taking baby foot and hand prints

12. HOW DO I PLACE AN ORDER FOR A CUSTOM HAND & FOOTPRINT ITEM? 

• Start by selecting the material and color for your custom piece.
• Photograph the prints in natural light to capture the best quality.
• Visit our order page and upload the photograph of your prints.
•  If you prefer, you can email the photo to us at info@chaptersofjoy.com
• Leave us any additional instructions or details you’d like us to know.

13. CAN YOU ENGRAVE ANY PETS PAW PRINT

We can engrave all pet prints, including dogs, cats, rodents, turtles, horses, birds, pigs, hedgehogs, lizards and fish fins etc.

• Start by selecting the material and color for your custom piece.
• Photograph the prints in natural light to capture the best quality.
• Visit our order page and upload the photograph of your prints. You can use prints from various surfaces such as snow, sand, etc. 
• If you prefer, you can email the photo to us at info@chaptersofjoy.com
• Leave us any additional instructions or details you’d like us to know.
• We can create custom engravings for a wide range of pets including dogs, cats, rodents, turtles, horses, birds, pigs, hedgehogs, lizards, and even fish fins. Simply upload the appropriate print and we'll handle the rest!