The Chupi Journal

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An update on our store and studio regarding COVID-19

Monday, January 4th, 2021

At Chupi, the health and wellbeing of our incredible customers, team and wider community is and will always be our number one priority. Our Flagship Store remains temporarily closed and our team continues to work from home, in support of our national effort to control the spread and impact of the virus. 

Our online store remains open, however due a backlog with postal services and limitations with our team capacity there will be significant delays on shipping and lead times.

If you have pre ordered or ordered a piece, rest assured your order is safe and on our goldsmith’s list. We are working to get it to you as quickly as possible, prioritising oldest to newest orders.

We honour the choices being made, as a society we’re in this together. We will be here to offer as much hope, escapism and magic as we can over the next few weeks and beyond.

Let’s stay home and protect the people we love.

FAQs

What is your current returns policy?
Our returns policy couldn’t be simpler. Try your piece on in the comfort of your own home and if you need to send it back, you have 100 days from the date you received your order to exchange or return provided you have your receipt. We love what we make and we want you to love your Chupi piece every bit as much.

This 100 days return or refund policy is applicable to all our Chupi pieces with the exception of bespoke, custom made, personalised or custom engraved jewellery. 

I want to return something but I notice your store is closed and I can’t see the form on your website, can I still return my piece?
You can start the returns process on your piece by filling out our returns form here.

When you submit your request, a member of our care team will be in touch to give you an idea of how long your request will take.

I have already submitted my return/ refund / repair – how long will it take for my return/ refund/ repair to be processed right now?
Please note that there are long lead times on requests at the minute due to COVID-19 restrictions impacting our ability to receive your piece. When you submit your request, a member of our care team will be in touch to give you an idea of how long your request will take. At the moment, this could be up to 8 weeks.

I was supposed to collect my Chupi piece in the store, what happens now that it’s closed?
If you are/were due to collect a piece from our store, please email care@chupi.com with your preferred address and phone number, our care team would be happy to ship it out to you free of charge with one of our trusted delivery partners.

Are you offering click and collect?
No, unfortunately we cannot offer click and collect at this time. Our priority right now is the safety of our team and community. We offer complimentary DHL shipping on all orders, so you can shop online and receive your sparkling Chupi piece safely to your door. 

Can I drop off my return to the Chupi store?
No, unfortunately we cannot facilitate in person returns to our store at this time. You can post your return to our Atrium Store, where it will be processed. You can start the returns process on your piece by filling out our returns form here. When you submit your request, a member of our care team will be in touch to give you an idea of how long your request will take.

Will this affect lead times on my piece? 
Lead times will be affected due to our goldsmiths and production team operating remotely and at a reduced capacity. Orders will be assessed on an individual basis for heirloom rings. There will be delays on your order arriving, please contact care@chupi.com if you would like to know more about your order. 

Can I book a Digital Jewellery Appointment?
Our Digital Jewellery Appointments will open as soon as possible. Our team are operating remotely and cannot facilitate them at the moment. 


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