Refund policy

We offer a 14 day return and exchange from the day your parcel is delivered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need your order number for proof of purchase.

To start a return, you can contact us at info@novajames.co.nz. 

If your return is accepted, we will send you an address for return, as well as instructions on labelling your package. It is the customers responsibility to pay for the courier fee. Items sent back to us without first requesting a return will not be accepted. 

You can contact us for any return questions at info@novajames.co.nz.

Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Nova James will pay for all courier costs relating to damaged/faulty items.

Exceptions / non-returnable items
Certain types of items cannot be returned, like earrings, for hygiene reasons. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
If you wish to exchange your item for another in stock item we will do our best to accommodate this. If your exchanged item is of higher value we will send you an invoice for the difference, to be paid before we send the item. If your item is of lesser value we will refund the difference onto your original payment method before sending your exchanged item.

 

120-Day Tarnish-Resistant Guarantee
We curate our jewellery to be durable and tarnish-resistant with proper care. If your item experiences tarnishing within 120 days of the purchase date, we will provide you with the option of a replacement or a full refund.

To be eligible, items must be used under normal wearing conditions and cared for according to our jewellery care guidelines. This guarantee does not cover damage caused by misuse, exposure to harsh chemicals, or improper storage.

If you believe your item qualifies, please contact us with your order details and a photo of the item. Our team will review your request and assist you with the next steps.

 

Public Holidays

Please note that we do not work on public holidays. Please allow time for your request to be processed

 

Loyalty Points

If an item is returned for an exchange or refund your loyalty rewards will be adjusted depending on if you a seeking an exchange for a lesser/greater value or if you are seeking a refund.  

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded on your original payment method within 3 business days. It can take some time for your payment provider to process and post the refund too. 
If more than 10 business days have passed since we’ve approved your return, please contact us at info@novajames.co.nz.