Refund policy

We hope you love your Luísa Novais Jewellery order as much as we loved crafting it, however, if you are unhappy with your piece, for any reason, you can return or exchange it within 14 days of receipt of your parcel.

To inform us if you wish to return, exchange or cancel your order, please contact luisanovaisjewellery@gmail.com, quoting your name, order number and request, and we will send you the returns information.

When returning your order, please ensure all items are repackaged in exactly the same condition in which they arrived with you. Luísa Novais Jewellery cannot offer refunds on pieces that arrive back to us tangled, damaged or with missing parts. All return shipping costs are to be paid by the customer.

We cannot accept responsibility for any goods lost in transit, so please retain your parcel’s tracking number in case there should be any issues.

Personalised items

Items that are personalised, engraved or made-to-order (to meet your specific requirements), are non-refundable.

Earrings

We now accept returns of earrings providing they are returned unworn and as new.

Exchanges

If you wish to exchange your order, please email luisanovaisjewellery@gmail.com, quoting your name, order number and exchange request. We will reply to you that confirmation your return is possible and the appropriate returns information.

Gifts

If your Luísa Novais Jewellery was a gift, please provide the name of the person who purchased it, as well as other informations like the order number.

Refunds

Refunds will be processed within 5-working days of our receipt of the return. Once we have processed your refund, you will be automatically notified via email. Refunds will only be credited to the original purchaser’s payment card. Your bank may take up to 7 working days to credit your account. Please note, shipping costs are not refunded, unless items are faulty.