Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item should be in its original condition: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@nellyley.co.uk. Returns should be sent to:
Nelly Ley Ltd
11 Rusthall High Street
Royal Tunbridge Wells
TN4 8RL
Returns Eligibility
  • Rings, chains, bracelets, and other non-personalised jewellery may be returned if you change your mind, within 14 days of receiving them.
  • Goods must be returned unworn, with original tags, packaging, and in saleable condition.
  • You are responsible for the cost of returning the goods, unless they are faulty, damaged, or not as described.
  • Items should be handled with care. You may examine goods as you would in a shop, but we may make a deduction from your refund if items are returned used or damaged beyond what is necessary to establish their nature, characteristics, and functioning.
How to Return
  1. Contact us via email with your order details and reason for return (if relevant).
  2. Return the item to the address provided. You are responsible for ensuring safe return (tracked shipping is recommended).
  3. Items sent back without prior notification will not be accepted.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will repair or replace the item, or issue a refund if this is not possible.
Exceptions / Non-Returnable Items
  1. Custom, Bespoke & Personalised Items
    Bespoke, made-to-order, or personalised jewellery pieces (including engraved items) are non-refundable once work has begun. This does not affect your statutory rights if the item is faulty or not as described.
  2. Hygienic Items (Earrings, etc.)
    For hygiene reasons, earrings cannot be returned once their seal is broken or packaging opened.
  3. Gift Cards
    Gift cards are valid for 12 months from the date of issue and are non-refundable.
Sale Items
Sale items purchased online can be returned within 14 days, unless they fall under the non-returnable categories above (e.g. personalised or hygiene-sensitive items).
Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item once your return is accepted.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Proof of purchase is required.
Refunds
Nothing in this policy removes or reduces your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Once we receive and inspect your return, we will notify you of approval or rejection. If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@nellyley.co.uk.