The short version
- Ready-made pieces: return within 30 days of delivery, unworn and in their original packaging, for a refund or an exchange.
- Personalized, engraved and made-to-order pieces: these cannot be returned or exchanged unless they are faulty or we made a mistake. See below.
- Anything faulty: we put it right, at our cost, whether it was personalized or not.
Personalized and engraved items
A piece engraved with a name, a date or a message cannot be sold to anyone else. For that reason personalized items are final sale, and this exclusion is shown on the product page and again at checkout before you pay.
This exclusion is permitted under EU and UK consumer law, which exempts goods "made to the consumer’s specifications or clearly personalised" from the standard right of withdrawal. It does not limit your rights where an item is faulty, damaged, or not what you ordered.
Please check your spelling carefully. We engrave exactly the text you submit, character for character. We cannot replace a piece free of charge because of a typo in the order, so we will email you to confirm the text before cutting if anything looks unusual.
We will always put it right, at our expense, if:
- the engraving does not match what you submitted;
- the metal, size or style differs from what you ordered;
- the piece arrives damaged or develops a manufacturing fault.
Condition
Returned pieces must be unworn, unaltered and in their original box, with any tags intact. For hygiene reasons we cannot accept earrings for pierced ears once the seal has been broken. Items showing wear, scratches, resizing or third-party repair cannot be refunded.
How to start a return
- Email support@nivelyajewelry.com within 30 days of delivery with your order number and what you would like to do.
- We reply with a return address and instructions. Do not ship before you have these.
- Send the piece back in its original packaging, using a tracked service. Keep the tracking number — until it reaches us, the parcel remains your responsibility.
Who pays return postage
Return postage is paid by the customer on change-of-mind returns, and original shipping charges are not refunded. Where the item is faulty, incorrect or damaged, we cover postage both ways and refund the original shipping too.
We do not charge a restocking fee.
Refunds
Once your return arrives we inspect it and email you the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take several further days to show it — that part is outside our control.
If a return is rejected because the item does not meet the condition requirements above, we will explain why and send it back to you at no charge.
Exchanges
We are happy to exchange a ready-made piece for a different size or metal within the same window. Ask when you start the return and we will hold the replacement for you. Personalized pieces cannot be exchanged.
Faults and warranty
Every piece is covered for 90 days from delivery against manufacturing defects such as failed solder joints, clasp failure and stone loss. Within that period we repair or replace the item at our cost.
The warranty does not cover scratches, tarnish from normal wear, damage from impact, chemicals, chlorine or perfume, resizing or repair by a third party, and lost items. Sterling silver tarnishes naturally with exposure to air, skin and cosmetics; this is a property of the metal rather than a defect, and a silver polishing cloth will restore it.
Nothing in this policy affects your statutory rights under the consumer law of your country.
Questions
Write to support@nivelyajewelry.com. If you are unsure whether something qualifies, ask us — we would rather look at it than have you keep a piece you are unhappy with.