Returns

To process a return contact our customer service team on customer.services@nuehoops.com .

Effective August 2024, customers are now responsible for returing their items to us. Please do not do so until you've been in contact with a member of our team, to ensure you're eligible. 

In the event of receiving a faulty or incorrect item, rest assured, no charges will be applied to your return. Only the return of non-faulty items will be responsible for covering return postage, this does not include if you are wanting to return more of your non-faulty order. 

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, please note gift packaging will not be refunded.

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 need to return your items to us within 14days. Please include your order details inside your parcel so we can identify your items and ensure they are securely packaged, i.e. so the box won't open during transit. 

We recommend using Tracked 48 service, which can be purchased online via Royal Mail. 

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 contact 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.

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 12 month warranty period, you can send it back to us to fix or exchange for new.

We conscientiously recycle all repairs. If your product is returned we endeavor to repair the item. If it cannot be repaired we will recycle it.

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.