Name: Chapelle Jewellery
Address: 24 Park Road, Uxbridge, London, London Borough of Hillingdon
Rating: 4.70

“The backs fell of the earrings constantly, lost the earring within the day. Tried getting in touch with the seller, no response”

Helpful Report

Posted 7 years ago

Hi Lauren, I'm very sorry to hear you have had a problem with your earrings. I'm afraid we have not received any emails or messages from you, please could you email us at customerservices@chapelle.co.uk with the details so we can look into this for you asap? Kind regards.

Posted 7 years ago

“DO NOT BUY ANYTHING FROM THESE PEOPLE. THEY ARE A CON. SHOP ELSEWHERE!!!”

Helpful Report

Posted 7 years ago

If there is a problem with your order please can you contact our customer services team as soon as possible so can we get this resolved for you please? We have no record of any contact and are very concerned that you have a problem. Kind regards.

Posted 7 years ago

“Got a watch on Friday for my son. Saturday watch face all cracked. Absolutely devastated as bought with his birthday money. He never did anything to really damage the glass/ plastic on the face. You would think kids watches would a little stronger made.”

Helpful Report

Posted 7 years ago

Hi Scott, I'm very sorry to hear that your son's watch was damaged. Unfortunately glass isn't generally covered under the warranty as it is susceptible to wear and tear, however if you would like to send the watch back to us we can forward it on to Disney, the manufacturer, for a glass replacement quote. Once again, I'm very sorry to hear this and do let us know if we can be of any more assistance.

Posted 7 years ago

“I have not purchased anything from this site, could you explain why I have received this email?”

Helpful Report

Posted 8 years ago

Hi Louise, You purchased a Hot Diamonds pendant from us through eBay in December which is why you have been sent this email.

Posted 8 years ago

“Based on first watch: was dead on arrival, watch strap was not securing and failing to stay on wrist, website details of size of strap was incorrect.”

Helpful Report

Posted 8 years ago

Once again, we are so sorry that the problem with your first watch was missed upon dispatch. I do assure you that this is a very rare occurrence. I can see that the replacement has now been delivered and signed for. Could you please let us know if you are happy with your new watch or if there is anything further we can do? Kind regards, Gabby

Posted 7 years ago

“There is not enough around and their selection is worse than my local jewellery shop”

Helpful Report

Posted 8 years ago

We have a large number of men's watches ranging in price from under £50 to over £300 from brands such as Rotary, Casio G-Shock, Emporio Armani and Police so I am sorry to hear that you were unhappy with the selection on offer on our website. Kind regards, Sarah

Posted 7 years ago

“Chapelle state that all their jewellery is new and not second hand. The watch we received was scratched on the back where there is usually a protective piece of plastic and the box was battered, also as if it had been used before!”

Helpful Report

Posted 8 years ago

Thank you for your feedback. I would like to assure you that all of our jewellery and watches are brand new and not second-hand. The watch that you have purchased is an old line, which was why it has such a massive reduction and may be why the plastic is missing but it certainly should not be scratched. If you would like to return it we would be happy to take a look for you, even if it has been worn. Kind regards, Gabby

Posted 7 years ago

“Went in to a chapelle store and ordered the ring I wanted, a few days later I was told I couldn't have it because they didn't have any stock of it (although they let me offer it) so I had to get a refund. I then went on the website and had almost exactly the same experience. I ordered the ring size I needed only to be told 4 days later that they didn't have the size that they had allowed me to order. It was a complete joke. I will never shop with chapelle again.”

Helpful Report

Posted 8 years ago

I am very sorry to hear of the situation you outline above and for the disappointment this has caused you. With over 20 stores and a website we are unable to stock every ring in every size which does sometimes lead to the situation you have experienced. I believe we offered to order your size directly from the manufacturer for you but you chose to take a larger size and we would exchange this if required. As Georgia had not heard back from you we thought the ring you received fit. If this is not the case then please contact us at customerservices@chapelle.co.uk and we can arrange an exchange for you. Kind regards Sarah

Posted 7 years ago

“would not buy from”

Helpful Report

Posted 9 years ago

I am sorry your ring has not yet arrived and for the inconvenience this has caused you. Your order was received on the 17th April and dispatched on the 20th. It was sent using Royal Mail and unfortunately on this occasion they have not delivered within their time frame. As my colleague Emma advised in an email please do let us know whether it arrives with you by the 12th of May which allows Royal Mail 15 working days to fulfil the delivery. If it has not arrived by then we will issue you with a full refund. Kind regards Sarah

Posted 7 years ago

“Bad customer service, watch took to long to arrive as it was meant to be surprise birthday gift. Secondly was used product, didn't arrived in good packaging at all. Felt like buying second and watch”

Helpful Report

Posted 9 years ago

I am sorry that you are unhappy with your experience of shopping online with Chapelle. Your order was received on the 29th of June and was despatched on the 30th so I am sorry to hear that you state the item took too long to arrive. Please let me assure you that each item is 100% genuine and brand new direct from the manufacturer so I am very concerned to hear that you feel you have received a second product. If you are unhappy with your purchase you can return it to us for an exchange or refund using the paperwork that was included in the parcel. Once again please accept our apologies that you are unhappy with your order and do contact us if you have any further queries. Kind regards Sarah

Posted 7 years ago

“I was forced onto taking a gift card when returning an unsuitable gift from a store within 24 hours. I therefore asked for a refund which I was refused .”

Helpful Report

Posted 9 years ago

Thank you for your feedback and I am sorry you are unhappy with our returns procedure in store. Feefo feedback is for items ordered online only and not relevant to in store purchases, however we do take your comments on board and I believe my colleague Trish has responded to an email inquiry from you. The returns policy offered in store differs to the online policy as we adhere to the Distance Selling Act online where a customer can return an item for a refund within 21 days from the date of purchase. This is because the customer has not been able to see, touch and try on the item prior to making the purchase. In store we offer a 28 day gift exchange policy which gives our customers the opportunity to exchange an unsuitable purchase within 28 days and not to give a refund where the reason for return is beyond our control as in this instance . The law requires a retailer to give a full refund in certain circumstances. These include where an item has been incorrectly described or proves to be of faulty in manufacture or materials. Where the reason for return is due to the customer having changed their mind for any reason which is beyond the responsibility or control of the retailer there is no requirement for the retailer to make any arrangement to refund or exchange the item. In our case we extend the customer’s rights, with certain conditions, by offering a 28 day exchange period. We advertise this policy within our store although, as we are extending the customer’s rights, there is no requirement for us to publish this extra opportunity which we make available to our customers. I am pleased that you are happy with your online purchase and your comments relating to the in store returns policy have been passed on to the relevant people. Kind regards Sarah

Posted 7 years ago

“I was forced onto taking a gift card when returning an unsuitable gift from a store within 24 hours. I therefore asked for a refund which I was refused .”

Helpful Report

Posted 9 years ago

Service rating :Thank you for your feedback and I am sorry you are unhappy with our returns procedure in store. Feefo feedback is for items ordered online only and not relevant to in store purchases, however we do take your comments on board and I believe my colleague Trish has responded to an email inquiry from you. The returns policy offered in store differs to the online policy as we adhere to the Distance Selling Act online where a customer can return an item for a refund within 21 days from the date of purchase. This is because the customer has not been able to see, touch and try on the item prior to making the purchase. In store we offer a 28 day gift exchange policy which gives our customers the opportunity to exchange an unsuitable purchase within 28 days and not to give a refund where the reason for return is beyond our control as in this instance . The law requires a retailer to give a full refund in certain circumstances. These include where an item has been incorrectly described or proves to be of faulty in manufacture or materials. Where the reason for return is due to the customer having changed their mind for any reason which is beyond the responsibility or control of the retailer there is no requirement for the retailer to make any arrangement to refund or exchange the item. In our case we extend the customer’s rights, with certain conditions, by offering a 28 day exchange period. We advertise this policy within our store although, as we are extending the customer’s rights, there is no requirement for us to publish this extra opportunity which we make available to our customers. I am pleased that you are happy with your online purchase and your comments relating to the in store returns policy have been passed on to the relevant people. Kind regards Sarah

Posted 7 years ago

“I was forced onto taking a gift card when returning an unsuitable gift from a store within 24 hours. I therefore asked for a refund which I was refused .”

Helpful Report

Posted 9 years ago

Service rating :Thank you for your feedback and I am sorry you are unhappy with our returns procedure in store. Feefo feedback is for items ordered online only and not relevant to in store purchases, however we do take your comments on board and I believe my colleague Trish has responded to an email inquiry from you. The returns policy offered in store differs to the online policy as we adhere to the Distance Selling Act online where a customer can return an item for a refund within 21 days from the date of purchase. This is because the customer has not been able to see, touch and try on the item prior to making the purchase. In store we offer a 28 day gift exchange policy which gives our customers the opportunity to exchange an unsuitable purchase within 28 days and not to give a refund where the reason for return is beyond our control as in this instance . The law requires a retailer to give a full refund in certain circumstances. These include where an item has been incorrectly described or proves to be of faulty in manufacture or materials. Where the reason for return is due to the customer having changed their mind for any reason which is beyond the responsibility or control of the retailer there is no requirement for the retailer to make any arrangement to refund or exchange the item. In our case we extend the customer’s rights, with certain conditions, by offering a 28 day exchange period. We advertise this policy within our store although, as we are extending the customer’s rights, there is no requirement for us to publish this extra opportunity which we make available to our customers. I am pleased that you are happy with your online purchase and your comments relating to the in store returns policy have been passed on to the relevant people. Kind regards Sarah

Posted 7 years ago

“I was forced onto taking a gift card when returning an unsuitable gift from a store within 24 hours. I therefore asked for a refund which I was refused .”

Helpful Report

Posted 9 years ago

Service rating :Thank you for your feedback and I am sorry you are unhappy with our returns procedure in store. Feefo feedback is for items ordered online only and not relevant to in store purchases, however we do take your comments on board and I believe my colleague Trish has responded to an email inquiry from you. The returns policy offered in store differs to the online policy as we adhere to the Distance Selling Act online where a customer can return an item for a refund within 21 days from the date of purchase. This is because the customer has not been able to see, touch and try on the item prior to making the purchase. In store we offer a 28 day gift exchange policy which gives our customers the opportunity to exchange an unsuitable purchase within 28 days and not to give a refund where the reason for return is beyond our control as in this instance . The law requires a retailer to give a full refund in certain circumstances. These include where an item has been incorrectly described or proves to be of faulty in manufacture or materials. Where the reason for return is due to the customer having changed their mind for any reason which is beyond the responsibility or control of the retailer there is no requirement for the retailer to make any arrangement to refund or exchange the item. In our case we extend the customer’s rights, with certain conditions, by offering a 28 day exchange period. We advertise this policy within our store although, as we are extending the customer’s rights, there is no requirement for us to publish this extra opportunity which we make available to our customers. I am pleased that you are happy with your online purchase and your comments relating to the in store returns policy have been passed on to the relevant people. Kind regards Sarah

Posted 7 years ago

“As I have yet I am yet to receive my items after placing my order on Aprill 20th”

Helpful Report

Posted 10 years ago

Thank you for your feedback. I am sorry to hear that your order is yet to arrive. I believe you spoke with my colleague last week who informed you that your order was dispatched on the 22nd of April using Royal Mail Recorded Signed For 1st class. After tracking the parcel we can see that there is no information available on its location. I understand that my colleague explained about Royal Mails 15 working day lost parcel policy and that you are going to call us again if the parcel has not turned up after 15 working days. I am sorry for the inconvenience this has caused you and please do contact us if your parcel does turn up. Kind regards Sarah

Posted 7 years ago

“As I have yet I am yet to receive my items after placing my order on Aprill 20th”

Helpful Report

Posted 10 years ago

Service rating :Thank you for your feedback. I am sorry to hear that your order is yet to arrive. I believe you spoke with my colleague last week who informed you that your order was dispatched on the 22nd of April using Royal Mail Recorded Signed For 1st class. After tracking the parcel we can see that there is no information available on its location. I understand that my colleague explained about Royal Mails 15 working day lost parcel policy and that you are going to call us again if the parcel has not turned up after 15 working days. I am sorry for the inconvenience this has caused you and please do contact us if your parcel does turn up. Kind regards Sarah

Posted 7 years ago

“the earings were flimsy and tiny and did not reflect how well they had looked online in the photo, one of the posts bent as soon as I touched it to put the butterfly back on”

Helpful Report

Posted 10 years ago

Hi Amanda, We are sorry to hear you were disappointed with your purchase from us. I have sent you an email to the email address you provided on your purchase. Kind regards Sarah

Posted 7 years ago


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

Chapelle Jewellery Reviews