Refund policy

Every NJewellery piece is handcrafted in solid precious metal. Once a piece leaves our care we have no way to verify that a returned item is the same piece we sent — we cannot test returned goods for metal authenticity. For that reason we do not accept change-of-mind returns or exchanges.

Please choose carefully before ordering, and email us with any questions first — we're always happy to talk through sizing, metal, stones and finish before you buy.

Defective or damaged items

We stand by the quality of every piece. If your order arrives damaged or has a manufacturing defect, please contact us as soon as possible — ideally within 7 days of delivery — at natalia@njewellery.com with your order number and clear photographs of the issue. We will work with you on a repair, replacement or refund, in line with your rights below. Please keep the original packaging where you can.

Custom and bespoke commissions

Custom-design and bespoke pieces are non-returnable and non-refundable once production begins. Our Custom Order Terms cover the staged payment schedule, approval points and gold-price lock — please read them before commissioning a piece.

Ring resizing

Many of our rings can be resized. If your ring doesn't fit, please email us and we'll quote the resizing service. Resizing is a service, not a return — the ring stays yours.

Items lost or damaged in transit

All orders ship with tracking. If your parcel is marked delivered but missing, please contact AusPost (or the destination carrier) first to open a case, then email us with the case number so we can support the claim. Items damaged in transit are covered under "Defective or damaged items" above.

Order cancellations

Orders for in-stock pieces can be cancelled before they ship — email us as soon as possible. Once an order has shipped or once a custom piece has entered production, it cannot be cancelled.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If a piece has a major problem — it is faulty, is significantly different from its description, or is unfit for its purpose — you are entitled to choose a refund or a replacement. For a minor problem we may choose to repair the piece within a reasonable time. These rights apply regardless of the change-of-mind policy above.

Contact

Email natalia@njewellery.com. We respond within 1–2 business days.