We send every piece carefully packed in a Nellys Diamonds box, pouch and gift bag, and every parcel needs a signature on delivery. We deliver to addresses in the United Kingdom only; if you are abroad, email [email protected] and we will see what we can do.
Delivery service
Delivery is free on every order. We send everything by Tracked 24, fully insured for the value of your order and signed for on delivery. It usually arrives the next working day after dispatch.
Delivery times are counted from when your piece is dispatched, on working days (Monday to Friday, not bank holidays).
When your order is sent
Pieces in stock are prepared and sent as soon as they can be. Pieces made to order take the time shown on their page before they are ready to send; we confirm it in your order email and keep you updated. When your order is on its way we email you a tracking link.
If there's a problem with delivery
If nobody is in, the carrier will leave a card telling you how to rearrange delivery or collect your parcel. If your parcel hasn't arrived by the expected date, or it arrives damaged or opened, please tell us straight away at [email protected], don't sign for a parcel that looks tampered with, and we will sort it out with the carrier.
Returns
If you change your mind, you can return a piece within 30 days of the day it was delivered for a full refund of the piece. That is longer than the 14 days the law requires.
1. Email [email protected] with your order number to tell us you want to return a piece. We will reply with the return address. 2. Send the piece back within 14 days of telling us, unworn and undamaged, in its original packaging with any certificates and paperwork. 3. Return postage is paid by you. Please use an insured, tracked and signed-for service such as Royal Mail Special Delivery, insured for the full value of the piece: it is your responsibility until it reaches us.
Pieces made to your own design, or made in or resized to a size you asked for, cannot be returned for a change of mind. Your rights if they are faulty are not affected.
Refunds
Once we receive your return we check it and refund the price of the piece, plus what you paid for standard delivery, to the card you paid with. We do this within 14 days of receiving it and email you when it's done. If a piece comes back worn, altered or damaged, we may reduce the refund to reflect that.
Exchanges
Would you prefer a different size, metal or piece? Email [email protected] and we will help. An exchange is handled as a return and a new order, so you are never out of pocket for longer than you need to be.
Faulty pieces
If something is wrong with your piece, email [email protected] as soon as you notice. We will arrange for it to come back to us at our cost and put it right by repair, replacement or refund, as the Consumer Rights Act 2015 provides. See our Terms of sale for your full rights.