Refund policy
Exchange & Returns
At NOVELLE VOW, we want you to feel confident when purchasing from us. Please review the information below regarding returns, exchanges, cancellations, and refunds before placing your order.
We offer a 30-day return period and a 60-day exchange period from the date your order is delivered, subject to the conditions set out below.
These policies are subject to applicable consumer protection laws and do not limit or exclude any rights or remedies you may have under those laws.
1. How to Initiate a Return or Exchange
To request a return or exchange, please contact our customer support team at support@novellevow.com within the applicable return or exchange period.
Please include your order number and a brief explanation of the reason for your return or exchange.
Our support team will review your request and provide further instructions, including the appropriate return address where applicable.
Please do not send a return to the address shown on the original package or to our registered office unless specifically instructed by our customer support team.
2. Return Conditions
To be eligible for a return, the following conditions generally apply:
- The return request must be made within 30 days of the date your order was delivered.
- The jewellery must be returned in its original, unworn condition.
- The item must not show signs of wear, damage, alteration, or misuse.
- Original packaging, tags, certificates, documents, and other included accessories should be returned where applicable.
- Items that have been engraved, resized, altered, modified, or otherwise specially prepared at the customer's request may not be eligible for return once production has started.
- Custom-made, personalised, or made-to-order items may not be eligible for return once production has started, subject to applicable law.
- Items identified as final sale may not be eligible for change-of-mind returns, subject to applicable consumer protection laws.
We may decline a return where an item has been worn, damaged, altered, resized, engraved, or otherwise modified after delivery, except where applicable law provides otherwise.
3. Return Shipping
For returns due to a change of mind, the customer is generally responsible for the cost of return shipping.
We recommend using a reliable shipping service with tracking and keeping your proof of postage until the return has been received and processed.
If an item is defective, damaged during delivery, or incorrect, please contact us before returning the item. We will review the issue and provide appropriate instructions regarding the return and shipping arrangements.
4. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us at support@novellevow.com as soon as reasonably possible.
Please provide your order number and, where appropriate, clear photographs showing the condition of the item and its packaging. This will help us assess the issue and determine the appropriate resolution.
Depending on the circumstances and applicable law, we may offer a repair, replacement, exchange, refund, or another appropriate remedy.
5. Jewellery Care & Gold-Plated Items
Jewellery can naturally experience changes in appearance through normal use and exposure to everyday substances.
In particular, gold-plated jewellery may gradually show changes in colour or plating thickness over time due to normal wear, friction, moisture, cosmetics, perfumes, lotions, cleaning products, and other chemicals.
Normal wear, including gradual fading or surface changes associated with regular use, is not necessarily considered a manufacturing defect.
Where available, re-plating or other jewellery care services may be offered separately. Please contact our customer support team for further information.
6. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at support@novellevow.com.
Cancellation requests are considered based on the production and fulfilment status of the order.
If an order has not yet entered production or processing, we may be able to cancel it before it progresses further.
For customised, personalised, or made-to-order items, cancellation may not be possible once production has started.
Any cancellation restrictions are subject to applicable consumer protection laws and do not affect rights that cannot legally be excluded.
7. Refunds
Once your returned item has been received, it will be inspected to confirm that it meets the applicable return conditions.
If the return is approved, the applicable refund will generally be processed within 5–7 business days after approval.
Refunds are normally issued to the original payment method used for the purchase.
Please note that the time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
8. Exchanges
We offer exchanges within 60 days from the date your order was delivered, subject to the applicable conditions.
To request an exchange, please contact support@novellevow.com within the 60-day exchange period.
The item must generally be returned in its original, unworn, and undamaged condition and with its original packaging and accompanying materials where applicable.
Exchanges are subject to product availability. Certain customised, personalised, engraved, resized, altered, or made-to-order items may not be eligible for exchange once production has started.
If the requested replacement item has a different price, any applicable price difference or refund will be communicated before the exchange is completed.
9. Important Information
Return and exchange eligibility may vary depending on the nature of the product, whether it was customised or made to order, and the reason for the return.
Nothing in this policy is intended to exclude, restrict, or override any mandatory rights or remedies available to you under applicable consumer protection laws.
If you are unsure whether your order is eligible for a return or exchange, please contact our customer support team before sending the item back.
10. Contact Us
If you have any questions about our Exchange & Returns Policy, please contact us:
NOVELLE VOW LTD
Company Registration Number: 16907541
Registered Office: Suite 15260, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ
Email: support@novellevow.com
Phone: +44 7599 697162
Last Updated: 6 September 2026