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Returns & Refunds

Returns

To process a return, head to your customer account.

Effective February 1, 2024, returns from the UK will be subject to a charge of £3.50In the event of receiving a faulty or incorrect item, rest assured, no charges will be applied to your return. For international returns please see lower down in this policy.

In the event you would like to return an item purchased before 1 February 2024 please contact customer services on customer.services@nuehoops.com

Our refund policy lasts 30 days. If 30 days have gone by since your purchase and it is not faulty, unfortunately, we can’t offer you a refund. 

To be eligible for a return, your item must be unworn, still have the hygiene tag (if supplied with one) and in the same condition that you received it. It must also be returned in the original packaging.

Sale items with marked down prices as well as personalised items cannot be returned. Items bought using a discount code can be returned.  

As part of your return, you can select a refund, gift card or exchange.

Once your return has been approved you will be emailed instructions on how to create your free return label, which you can get the Post Office to print for you. 

Once your return is received at NUE HQ we'll check it's suitable for a refund and issue you one if it is. You'll receive an email notification and your refund will be processed with a credit automatically applied to your credit card or original method of payment. If relevant, a gift card or the exchange order will be processed.

If we receive your return and it's not suitable for a refund we'll give you a call or email you to explain why. 

Returning a gift

You have two options for this - either you can get the person who bought it for you to process the return (as they will have all the information needed to process it), or to process it privately, you can email us at customer.services@nuehoops.com or talk to us on the website chat. If taking the private route, you will need to know the name of the person who has bought the gift and send us a picture of the items you want to return. 

Late or missing refunds

If you haven’t received a refund at least 5 days after your notification from us, then contact the credit or debit card company, it may take some time before your refund is officially posted. If that fails, contact your bank. There is often some processing time before a refund is posted. If you still have not received your refund, please contact us at customer.services@nuehoops.com. 

Faulty goods

Please take time to read the following before contacting us:

Care for your jewellery

An abridged version of the 'Care for your jewellery' card is supplied with your order. We advise that you don't swim, spray scent or do exercise in your jewellery. If you find a fault with something and it's within the 1 year warranty period, you can send it back to us to fix or exchange for new.

If your product is returned we'll try to repair the item. If it cannot be repaired we will recycle it and send you a new one. 

International returns

If you live outside the UK unfortunately, we don't do free international returns at this point in time.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.