Refund policy
Personalized With Care, Made Just for You
Every Nue Jewelry piece is made to order around the personalization you choose — whether it's a name, date, handwriting, drawing, handprint, footprint, photo, or another meaningful detail.
Because personalized jewelry is created specifically for you and cannot be restocked or resold, personalized items are generally final sale and are not eligible for returns or refunds due to change of mind.
If something isn't right because of a manufacturing defect or a mistake made by us, however, we're here to make it right.
Personalized & Custom Orders
Because each personalized piece is made specifically to the details submitted with your order, we generally cannot accept returns or provide refunds for:
- Change of mind
- Ordering the wrong size
- Incorrect names, dates, spelling, numbers, symbols, or other personalization submitted by the customer
- Artwork, handwriting, photos, or other custom content submitted by the customer
- Personal preference regarding an approved design
- Normal wear and tear
- Accidental damage
- Loss
- Improper care
Please review all personalization details carefully before placing your order.
If your order includes a design preview, please also review the preview carefully before approving it for production.
60-Day Remake Guarantee
If your jewelry arrives with a manufacturing defect, engraving error, or customization mistake made by Nue Jewelry, please contact us within 60 days of delivery.
If your issue qualifies under our 60-Day Remake Guarantee, we'll remake the affected piece at no additional cost.
To request a review, email hello@nuejewelry.jewelry and include:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
Our team will review your request and let you know the appropriate next step.
The 60-Day Remake Guarantee does not cover customer-submitted or customer-approved personalization errors, changes of mind, normal wear and tear, accidental damage, loss, or improper care.
What If My Jewelry Arrives Damaged or Incorrect?
If your order arrives damaged, defective, or different from the personalization you submitted or approved, please contact us as soon as possible.
Send your order number, a description of the issue, and clear photos of the jewelry to:
Please keep the jewelry and original packaging while your request is being reviewed.
If the issue qualifies under our 60-Day Remake Guarantee, we'll arrange the appropriate remake for you.
What If I Made a Mistake in My Personalization?
Please carefully review names, spelling, dates, sizes, numbers, artwork, photos, and all other personalization details before submitting your order.
If you notice a mistake after placing your order, contact us at hello@nuejewelry.jewelry as soon as possible.
If your piece has not yet entered production, we may be able to update your personalization.
Once your design has been approved or your piece has entered production, changes may no longer be possible.
Errors contained in personalization information submitted or approved by the customer are not considered manufacturing defects and are not covered by the 60-Day Remake Guarantee.
Order Changes & Cancellations
Because personalized jewelry may enter the design and production process shortly after an order is placed, please contact us as soon as possible if you need to request a change or cancellation.
We'll do our best to help if your order has not yet entered production.
Once design work or production has begun, however, we cannot guarantee that an order can be changed or canceled.
If your piece has already entered production, cancellation may no longer be possible because it is being made specifically for you.
Non-Personalized Items
If Nue Jewelry offers a non-personalized item that is eligible for return, the applicable return conditions will be stated on the product page or communicated at the time of purchase.
This does not change the final-sale policy that generally applies to personalized and custom-made jewelry.
Refunds
Refunds are not the standard resolution for personalized orders when an eligible issue can be resolved under our 60-Day Remake Guarantee.
If a refund is specifically approved by Nue Jewelry for an eligible circumstance, it will be issued to the original payment method.
Once processed, the time required for the funds to appear in your account may vary depending on your payment provider.
At present, orders paid through PayPal will be refunded to the original PayPal payment method where a refund has been approved.
Repairs & Manufacturing Defects
Some issues may be better addressed through repair rather than remake or refund.
Nue Jewelry also provides:
6-Month Complimentary Repairs for eligible issues
and a
Lifetime Manufacturing Defect Warranty for eligible defects resulting from the original manufacturing or craftsmanship of your jewelry.
These programs are separate from our Refund Policy and 60-Day Remake Guarantee.
Please see our Warranty & Repairs page for full details.
Returns Without Prior Approval
Please contact us before sending any jewelry back.
Because personalized pieces require individual review, returns sent without prior authorization may not be accepted or processed.
If a return is required as part of an approved resolution, our team will provide the appropriate instructions.
Need Help?
Not sure which policy applies to your situation?
You don't need to figure it out on your own.
Email us at hello@nuejewelry.jewelry with your:
- Order number
- Brief description of the issue
- Clear photos, where relevant
We'll review your request and help determine the appropriate next step.
Every keepsake carries something personal. We'll always take the time to understand what happened and help where we can.