Refund policy
1. Returns and refunds
Contact us within 15 days from the time of delivery.
Here's the link to our Contact us page where you'll find all the ways for reaching out to us.
in order to be refunded
- jewelry must have not been worn, used, damaged or washed
- the parcel has to be shipped within 15 days from the day of delivery
When choosing the carrier, we recommend using a trackable option, to carefully wrap your jewelry to avoid any damage on their way back to our gallery, and to reuse the box it was originally shipped into.
Don't forget to mention your order number.
Once we get the order back and check the jewelry is not damaged, we will issue the refund within 15 days from the time we received it back.
If you are shipping back from a country outside of the European Union, please do not forget to mention in the custom declaration a commercial value of less than €10,00 (TEN) euros and a reason for exportation that reads RESO or RETURN.
Nugae galleria will not accept returns with a commercial value of more than €10,00 euros and a reason for exportation that do not read RESO or RETURN.
In fact, Nugae galleria will not cover any customs duties nor taxes. The package will therefore held at customs and you might then need to contact the carrier
1.1 Non refundables
Customs duties and taxes, as well as shipping costs, will not be refunded.
The costs of the shipping back to Nugae galleria will not be refunded either.
If the package gets lost on its way back you will not be entitled to a refund.
If the jewelry has improperly or not carefully wrapped and gets damaged you will not be entitled to a refund.
If you are shipping back from a country outside of the European Union, please do not forget to mention in the custom declaration a commercial value of less than €10,00 (TEN) euros and a reason for exportation that reads RESO or RETURN.
Nugae galleria will not accept returns with a commercial value of more than €10,00 euros and a reason for exportation that do not read RESO or RETURN.
In fact, Nugae galleria will not cover any customs duties nor taxes. The package will therefore held at customs and you might then need to contact the carrier
1.2 Damaged item(s) upon delivery
We pack and wrap everything with the utmost care so you don't really have to worry.
But sometimes bad luck exists. In that case please provide pictures of the damaged jewelry within 48 hours of delivery.
You will then have to ship the jewelry back within 15 days from delivery.
Once we get the order back, after inspection, we will issue the refund within 15 days.
Shipping costs for its return will be included in the refund.
We will not cover customs duties and taxes as well as previous shipping costs.
If you are shipping back from a country outside of the European Union, please do not forget to mention in the custom declaration a commercial value of less than €10,00 (TEN) euros and a reason for exportation that reads RESO or RETURN.
Nugae galleria will not accept returns with a commercial value of more than €10,00 euros and a reason for exportation that do not read RESO or RETURN.
In fact, Nugae galleria will not cover any customs duties nor taxes. The package will therefore held at customs and you might then need to contact the carrier
2. Insurance
At checkout it's possible to opt for an insured shipping.
In the unfortunate case the parcel gets lost due to the carrier mishandling, you'll be fully reimbursed for the loss.
If, otherwise, you'll opt for a non insured shipping, Nugae Galleria will not be held responsible for any loss attributable to the carrier.
3. Made to order
A made-to-order jewel is a jewel that is not physically available in our gallery and will therefore be made upon your request.
The waiting time for it to ship may be up to 8 weeks.
3.1 Withdrawal on made to order
You have 48 hours from the moment you have placed your order to change your mind and have a full refund - shipping costs included.
Contact us at this link to let us know.
After 48 hours you will not be entitled to a refund. Nugae galleria will withhold 100% of the amount you paid.
3.2 Mixed carts (in-stock jewelry/made to order)
When you place an order of both ready to ship jewelry and made to order, you will have what we call a mixed cart.
Shipment of the available jewelry may be delayed until your made to order jewelry will be ready to ship.
To ensure a faster delivery of your in-stock jewelry, we recommend making two separate orders- one for your made-to-order jewelry and one for your ready-to-ship ones.
4. Returns and refunds for made to order jewelry
Made to order jewelry is considered a Final Sale, meaning these jewels are not eligible for returns and refunds or exchanges.
Since the order was especially made upon your request, there will not be any refund.
Nugae galleria will withhold the entire amount you paid.
Customs duties will not be refunded nor covered.
In case of damaged jewelry upon delivery, please see paragraph 1.2 damaged items upon delivery
4.1 Exceptions
If, for any reason, we cannot ship your jewelry within the timeframe of 8 weeks as stated, you will be entitled to withdraw from your purchase and to ask for a full refund (100%) of the paid amount
5. Final sales
Jewelry in the "Special Price" collection of our website are intended as final sales, meaning all the jewelry purchased from this collection is not up for returns and refunds or exchanges.
When a jewel from the aforementioned collection has variants on made to order mode, those options will not be discounted as a special price jewel.
Discount codes will not work at checkout.
In case of damaged item upon delivery see paragraph 1.2