Refund policy

RETURNS & EXCHANGES

You First! Our customer satisfaction is our number 1 priority. If you are not satisfied with any of our products please contact us straight away so we can resolve this matter. 

RETURNS

We are happy to accept returns of unwanted items (excluding earrings for hygiene reasons, unless they are faulty) within 14 days of purchase. All items must be returned unworn in their original packaging with proof of purchase. Please contact us with your order number so we can start the return/exchange process. 

We advise that all returns are sent by Recorded Delivery, as we are unable to accept responsibility for returns unless signed for by a member of Neena staff. Please note we will not email you upon receipt of your return. As soon as we have received and taken care of your return, we will email you to confirm that your refund has been issued.

We sincerely apologise if you have experienced any fault with your Neena’s jewellery. Our customer service team would be happy to assist – Please email info@neenajewellery.co.uk before returning your item to us, so that our team can advise you of the next steps.

Returns are usually processed within 4-7 working days, although during busy periods this may vary. If the item is unsuitable, delivery charges for a return of item will not be reimbursed. If the item is faulty, then delivery charges will be reimbursed along with refund or exchange. UK orders only, International/European orders please contact our customer service.

All sales taxes are included in your refund if your order has been sent to a destination within the UK. Outside the UK, customs duties and sales taxes are non-refundable.

Refunds will always be processed onto the same debit or credit card used for purchase. If your item has been bought via a Gift Card we will issue you with a new credit note. 

EXCHANGE

If you require a different size or want to exchange what you’ve bought for another piece of jewellery (excluding earrings for hygiene reasons), we are happy to offer exchanges within 14 days of purchase. To proceed with an exchange, simply email us: info@neenajewellery.co.uk and let us know which item you’d like to swap it for. If the new item is more expensive, a member of our team will call you to take the additional payment and subsequently they’ll refund you your money if the item is of a lower value.

We try to arrange exchanges and refunds as fast as we can but during busy periods, it can take up to two weeks.