How do I return?

• Enter your order number and email address in the fields above and click Start
• Follow the instructions and select the items you want to return
• You will get a confirmation email with the shipping guidelines once the return request is approved

RETURNS AND EXCHANGES POLICY:

• PLEASE BE AWARE THAT RETURNS POLICIES WILL VARY FOR JEWELLERY & CLOTHING ITEMS Please read our T&Cs Carefully.

   

  Received a faulty item?

  We sincerely apologies if you have experienced any fault with your Nevaeh jewellery. Our customer service team would be happy to assist - Please contact us before returning your item to us, so that our team - can advise you of next steps and time frames for a refund or replacement item. A photo is always appreciated so we can speed up the process.

  Please Note : We are not held liable for any address errors the customer inputs at checkout.

  Our lifetime warranty refers only to product tarnishing, should you find any tarnishing we will happily replace the product for you.

  - We are unable to accept return or exchanges on personalised items.

  - Our lifetime warranty refers only to product tarnishing, should you find any tarnishing we will happily replace the product for you.

  - Our lifetime warranty does not refer to broken or damaged items. If you receive a damaged/broken item, please contact us within 7 days of receiving your order and we will resolve this for you.

  Nevaeh Club Subscriptions: 

  Unfortunately subscriptions cannot be returned for a refund or to exchange for a different item.                                                                                 

  Subscriptions can only be returned if you are exchanging the item for a different size.

  Need to exchange?

  If you would like to exchange an item you will need to return the original order to our office:

  Please include all of the following information in your returning package:

  • your full name                                         
  • order number
  • reason for returning the item(s)
  • the size/item you would like to exchange your item for

   

  Any returned orders must be sent back within 14 days of receipt (UK and International deliveries). Please ensure that your returns are sent back in the condition that you receive them in, with the original packaging. Please note that for hygiene reasons we are unable to accept returns on earrings unless faulty. 

   Please note: We are very happy to offer you an alternative size if your item does not fit however we are unfortunately unable to exchange goods for different items. 

  Missing Items?

  In the rare occurrence that an item is missing from your order please contact us within 14 days of receipt of your order and we will be happy to investigate this. If we are not contacted regarding missing items outside of this time period we will be able to look into this.

  Once we’ve received your return, we’ll send you an email with an update. Returns are usually processed within seven working day, although this may vary during busy periods. Refunds will be issued to the original account used at purchase.

  Please note that you will have to bear the direct cost of returning the product and this will not be included in your refund. We will not pay any custom charges on returned items, you will need to clear this in order for your return to be processed.

  Please note that international customs duties and sales taxes are NOT refunded for shipments.

  Please ensure that your returns are sent back in the condition that you receive them in, with the original packaging. 

  Please include all of the following information in your returning package:

  • your full name                                         
  • order number
  • reason for returning the item(s)
  • whether you would like a refund or exchange.

   

  BUILD YOUR BOX – REFUND & EXCHANGE POLICY.

  If for any reason you are not 100% satisfied with your purchase of jewellery box, don’t worry we have a number available for you.

  Exchanges: Should you want to want to make an exchange for a different size, we will be more than happy to do this for you. Please return the unwanted item in its original condition & contact our customer service team with your order number and which item you would like to exchange for. Once we have received the return, we will send out your exchange.

  Refunds: We can only process a refund if the whole jewellery box is returned with all items in their original condition. Unfortunately, if the order is only part returned, we will be unable to process any refunds.

  Should you have any queries please contact our customer service: enquiries@nevaeh-store.com

  Clothing Returns: 

  Please follow returns portal to process any returned items.

  All returns must be postmarked within fourteen (14) days of delivery.
  Please note:

  ● All items must be in new and unused condition, with all original tags, labels, and original packaging.
  ● If any parcel is undelivered or appears lost with the courier, you must notify our customer services team within 24 days of placing your order. We do not accept any responsibility for any missing, lost or damaged parcel claims outside of this period.

  What if my product is damaged/wrong?

  Our team does proper quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at:

  enquiries@nevaeh-store.com

  You will be informed about the next steps accordingly.

  Note: Please pack the product in the same condition as you have received it.

  What are the cases in which I can return an item?

  You can return an item for the following reasons:
  ● Received a damaged product.
  ● Received the wrong/mislabeled product.

  Please note:

  Items damaged during transit are non-returnable.
  Which are the items that cannot be returned/replaced?
  In our commitment to customer satisfaction, we also need to set clear guidelines on when a refund or return may not be possible. The following are circumstances under which we cannot accept returns or issue refunds:

  
  ● Late Request: Requests initiated more than 14 days after delivery cannot be accommodated.
  ● Mystery Items: Mystery items are non-returnable.
  ● Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
  ● Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, or with damaged packaging, will not be accepted.
  ● Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
  ● Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed are not eligible for return.
  ● Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.
  How long will it take for the return process to complete?
  We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your return within twenty one (21) working days after a thorough inspection of your return.

  BUY 2 GET 1 FREE & PART RETURNS:

  Should a purchase be made with the buy 2 get 1 free promotion & you wish to only return part of the order please note any refunds will be calculated in line with the promotion.

  • A partial refund will be given should the full order not be returned.
  • A full refund will be given should all the items be returned in the correction condition

   

  IMPORTANT: IF ANY PARCEL IS UNDELVIERED OR APPEARS LOST WITH THE COURIER, YOU MUST NOTIFY OUR CUSTOMER SERVICES TEAM WITHIN 14 DAYS OF PLACING YOUR ORDER. WE DO NOT ACCEPT ANY REPSONSIBILTIY FOR ANY MISSING,LOST OR DAMAGE PARCEL CLAIMS OUTSIDE OF THIS PERIOD.

Are there any charges for return?

• All returns are at the cost of the customer, we do not offer free returns shipping labels.
• Original shipping charges are non-refundable
• Shipping is non-refundable, unless we have made a mistake for example an incorrect item is recieved or the item is damaged upon delivery
• You are responsible for the charges of the return shipping

How soon will I get my refund?

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.