Refund policy

Returns

To process a return, head to our Returns Portal.

All UK returns are free, for international returns please see lower down in this policy.

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.

Discounted (excluding store-wide sales) or personalised items cannot be returned, only full-price items. 

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.

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 care instructions for your jewellery (an abridged version is supplied with your order on the Care Card). If you find a fault with your item and it's within the 6 month warranty period, you can send it back to us to fix or exchange for new.

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.