I try my best to reply to all emails and social media messages straight away as my phone is normally right next to me through out the day but due to a huge increase in orders and not being able to get anybody in to help with the work load, I am struggling to keep up with messages and it is slowing me down in packing your orders...

So I have compiled a handy list of Frequently Asked Questions to hopefully help you out if you’re after an answer straight away. 

How do I place an order?

I am currently only taking orders via my website at the minute sorry as I do not want to miss or forget an order. So for the time being, orders are not being accepted via social media. 

Where is my Order confirmation email?

Some order confirmation emails tend to end up in your junk/spam folders so please check there. Add my email address into your contacts to prevent this from happening with future orders 😊 roxanne.nicholls@ntlworld.com or roxanne@charmsandchains.co.uk

I haven’t had a Shipping confirmation email?

Again, before messaging me please check your junk/spam folders, they maybe hiding in there 😄 or it may not have been shipped yet.


Where is my tracking number?

You will only receive a tracking number is you selected the Tracked 48 Shipping option. All delivery information can be found here

If you selected the Royal Mail First or Second Class standard service, there is no tracking number/service available.


If I place an order today will it arrive in time for my friends birthday?

During the lockdown i cannot guarantee any time frames for orders arriving. Royal Mail are understandably very busy and where some orders have been turning up the day after I have posted them, others have taken up to 14 working days to arrive. 

All delivery information can be found here

How long does it take for items to be posted out?

it is just me (Roxanne, Hi 🙋🏻‍♀️) working behind the scenes - I work from home anyway so I have been able to adapt my business so I don’t have to go to the post office during the lockdown - i use Royal Mail Click and Drop, so everything can be posted through the post box on my daily walk or my dad collects batches of orders from my garden and drops them off at the Post Office.

Due to an increase in orders and not being able to bring anyone into my home to work with me, I am trying my best to get your orders out ASAP. My current turnaround time to get orders to the post office is between 1-3 working days. 

(I am also pregnant so need to make sure I look after myself too ☺️)

I have two boxes in my cart but want to remove one - it won’t let me remove it?

I’ve had a few people come to me with this problem and it is something the website developers are currently working on for me.

One person found that pressing ‘remove’ and then refreshing the page worked but other than that, i’m afraid at the moment you need to clear your cart completely and rebuild your box - really sorry!


I want to order two different boxes and send them to two different addresses - how do I do this?

You need to build one box per order. You can order two boxes to go to the same address as I can post them together but if you want separate shipping addresses you need to do two separate orders please.

Can I mix and match items from different Letterboxes?

Thats fine - all you have to do is build 2 separate boxes and then leave me a note at the checkout that you want them to be included in one box and I will merge them ☺️

I have not received my order?

Please only message me during the lockdown period, if you have not received your order 14 working days after your despatch email. As mentioned previously, Royal Mail will be extremely busy and delays are expected so I will not be dealing with ‘missing’ parcels until after this time period.

if it has been 14 WORKING days (this does not include weekends or bank holidays) then please let me know along with your order number and date you ordered.


Can I send a box directly to my friend?

Of course - put their full name and address in the shipping section and your address in the billing section.


I’ve inputted the delivery address wrong - can I change this?

No problem! Please email me with your order number, your name and what you would like the address and/or recipients name changing to and I can sort this.

my email is roxanne.nicholls@ntlworld.com

When will an item be back in stock?

Again, I can give no time frames - only as soon as possible. I’m experiencing delays with my suppliers who are also busy too. This is why I like to close my website when it gets too much as it gives me chance to stock take and restock regularly. All I can suggest is to keep checking back or check my Instagram Stories as that’s where I normally hang out Monday-Friday ❤️

Can I reserve items?

Not at this moment sorry.

Can I send a box to my friend abroad?

Not at the moment sorry, it’s UK only.


How many items fit in a box?

I have three different letterbox sizes - small, medium and large so you can have as little or as many items as you like, I have three box sizes to cater for this ☺️


Why are your Instagram DMs turned off?

if you cannot contact me through Instagram DM, I will have switched the notifications off so I can concentrate on posting your orders out or so I can rest. I LOVE talking to people in my DMs but at this moment in time I am struggling to keep on top of everything and need to prioritise your orders. 

If you can’t find the answer to your question here then feel free to email me Roxanne.nicholls@ntlworld.com and I will respond later in the day/evening.


If you cannot find the answer to your question here, then feel free to email me Roxanne.nicholls@ntlworld.com and I will get back to you as soon as possible ❤️