Quick answers to the questions we're asked most. Can't find yours? Contact us and we'll reply within 1 to 3 business days.
Pre-orders
What does pre-order mean?
Chapter I: Found is our first collection and it hasn't shipped yet. When you pre-order, you reserve your piece now and we send it as soon as the collection launches.
When will my pre-order ship?
Pre-orders ship from December 2026. You'll get an email with tracking as soon as yours is on its way.
When am I charged?
You're charged when you place your pre-order.
Can I cancel a pre-order?
Pre-orders can't be cancelled, but you can return your piece within 30 days of delivery. See our returns policy.
Shipping
Where do you ship?
Australia, the United Kingdom and the United States. More countries will follow.
How much is shipping?
Tracked shipping is US$7. Orders of US$150 or more ship free.
Where do orders ship from?
Every order is inspected, packed and dispatched by our fulfilment partner in China. Delivery time depends on your country, customs and your local postal service. Your tracking link shows the latest estimate.
Will I pay customs duties or taxes?
Depending on your country, customs duties, VAT or import taxes may apply when your order arrives. These are set by your local customs authority and are the customer's responsibility.
How do I track my order?
Use the tracking link in your dispatch email, or sign in to your account to see your orders.
Sizing
How do I find my ring size?
Our rings come in AU/UK sizes P, S and V, which are EU 56, 60 and 64 (roughly US 7½, 9 and 10¾). The EU number is the distance around your finger in millimetres. Wrap a thin strip of paper around the base of your finger, mark where it meets, and measure the length. Between sizes? Choose the larger one. There is a full size chart beside the Size choice on each ring.
What length are the necklaces and bracelets?
Necklaces are 50cm. Bracelets are 18cm with a 2cm extension. The Bound Necklace also has a 2cm extension.
The pieces
What are they made from?
316L stainless steel. Every piece is waterproof, sweat resistant, tarnish resistant and made to be worn every day.
Can I wear it in the shower or the ocean?
Yes. After salt water or a chlorinated pool, rinse it with fresh water and dry it with a soft cloth. See our jewellery care guide.
Packaging and gifts
How does my piece arrive?
Every piece comes in a Counterpart drawstring pouch at no extra cost.
Can I add a gift box?
Yes. Choose "Add gift box" under Packaging on any piece for US$7. You can add a gift note at the same time. The gift box is not refundable.
Offers
How do the sets work?
Buy a matching necklace and bracelet (Providence or Bound) and 10% comes off the set at checkout, automatically. No code needed.
How do I get 15% off my first order?
Join the Counterpart List and use code WELCOME15 at checkout. It works once per customer and can't be combined with the set saving. Checkout applies whichever saves you more.
Returns and warranty
Can I return my order?
Yes, within 30 days of delivery, unworn and in its original packaging. See our returns policy.
What if the ring doesn't fit?
Unworn rings can be exchanged for another size within 30 days, where stock is available.
Is there a warranty?
Every piece has a one-year warranty against manufacturing faults.