Return and refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All returns must be approved before sending it back to us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging (including gifts). 

Start a Return:

If you are eligible and would like to initiate a return or exchange, please reach out to us at contact@nova-jewerly.com with the information below and we will assist you through the necessary steps.

• Order Number
• Item(s) requesting to be returned or exchanged

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at contact@nova-jewerly.com

Return Shipping Costs

• If you are returning an item due to a personal reason (e.g., you changed your mind, don't like the color, or ordered the wrong size), the return shipping costs and providing a tracking number for proof of return will be your responsibility.
• If your item is defective, damaged, or if you received the wrong item, we will cover the return shipping costs.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Of course, we strive for 100% customer satisfaction so if you are unhappy with a personalized item order we ask that you reach out to our customer service team (contact@nova-jewerly.com) and we will work with you to make things right. 

Please note that we are unable to accept returns on promotional free items or gift cards.

Exchanges
Yes, you can exchange any new or unused item for up to 30 days after the delivery date of your original order. This includes any changes to the style or store credit. You can start that process by contact our customer service team (contact@nova-jewerly.com) if you want to.

Once we get your package back, please give our returns department 2-4 business days to process your exchange. Once your exchange order has been processed, it will ship the next business day, and our shipping policy will tell you how long it will take to get to you. When we process your order, we will send you a new order confirmation and a shipping confirmation.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@joiedor.co.uk

 

Email: contact@nova-jewerly.com

Phone number: +44 7548355438

Business Name: NOVAJWL LTD

Trade name: NOVA Jewerly

Address: 14-28 Oxford St, London W1D 1AU