Returns & Warranty Policy

Thank you for shopping with NEIMA ROW, we are committed to providing jewellery that will last and we want you to love your purchase. Please find our returns policy below should you wish to request a return.

Returns

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we accept returns within 14 days from the date of receipt or up until the 15th of January for Christmas purchases.

Christmas Returns: For purchases made between 1st November and 23rd December, we offer an extended return period. Items purchased during this period can be returned up until 15th January, giving you extra time to ensure your gifts are perfect.

To be eligible for a return:

• The item must be unused, unworn, and in its original condition, including packaging and any included accessories.
• The return must be initiated within 14 days of receiving your order.
• You must provide proof of purchase (order number or receipt).

Non-Refundable Items:

• Earrings cannot be returned due to hygiene reasons. This is in line with health and safety guidelines.

Incorrect Address

• We are not responsible for any lost packages due to customer inputting incorrect address.

We cannot change address once order is placed due to them being dispatched Same day by our distributors.

Faulty Items

• If an item is delivered to you that is not fit for purpose it is considered as faulty goods.
• If your item is faulty when it is delivered to you, you can return it for a refund within 14 days from the date you ordered the product.

How to Return:

1. Contact our customer service team at info@neimarow.com within 14 days of receiving your order to initiate the return.
2. Pack your jewellery securely in its original packaging.
3. Send the item back to us using a tracked shipping service. Please note that return shipping costs are the responsibility of the customer.

Once we receive and inspect the returned item, we will process your refund or exchange. Please allow up to 7 business days for the refund to be issued to your original method of payment.

Processing your Return/Refund

• Refunds process can take up to 21 days
• Card refunds can take between 5-10 days to show into your account.
• We do not cover the cost of postage to return to us.
• We cannot replace general damages after 3 months.
• In the rare result of gold rubbing away we will replace.
• We only offer refunds on unworn items
• Faulty items will be have to be sent back for inspection & replaced.
• We advise that you track your return as we are not liable for any lost parcels.

Warranty

Tarnish-Proof Guarantee: Our jewellery is tarnish-proof for life, meaning that under normal wear conditions, your jewellery will not tarnish, discolour, or lose its shine. This warranty is valid for the lifetime of the piece, provided that the jewellery is properly cared for and maintained according to our care instructions.

General Damages (3 Months Warranty): If your item is damaged due to manufacturing defects, we offer a 3-month warranty from the date of purchase. This warranty covers damages that occur under normal usage, such as broken clasps and faulty settings. It does not cover damage due to wear and tear, accidents, or improper care.

To request a warranty claim:

• Contact our customer service team with your order number and a description or photo of the issue.
• We may require you to return the item for inspection, at which point we will repair or replace it, depending on the nature of the issue.

Please note: The warranty does not cover damages caused by misuse, neglect, or improper care (e.g., exposure to harsh chemicals, excessive moisture, or physical impact).

Exchanges

At present we do not offer an exchange service, but you may request store credit for your returned item.

If you have any questions or need assistance with returns, exchanges, or warranty claims, please reach out to our customer service team at info@neimarow.com

Customs and Duties

Right not we do not cover customs or duty fees for anywhere outside of the UK. Therefore if you are ordering outside of the UK, you will be charged by your local courier for these charges. Charges are based on your local fees and value of the goods, so this cannot be estimated by us. The costs of these fees will not be refunded by us if you should wish to return an item.