Q: How to keep the sparkle of jewellery?

 

We have some tips for you to keep the sparkle of jewellery.
Please check our jewellery care tips here.

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Q: Do you have stock? May I customize it?

Most of the products are made to order and the production process takes around 2-4 weeks from the day the order is confirmed.
 

When ordering an item, an estimated shipping date will be included in the order confirmation.

 

You may also customize your item by adding an engraving, or modifying the chain lengths for the bracelet/necklace for your best fit when placing the order (charges may apply). Refer to Our Service for more information, 
 

We will contact you via email/WhatsApp when the order is ready for shipping. 

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Q: Can I cancel the order or exchange/refund it?

 

Once the transaction has been successfully made, it is non-refundable.

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However, you are able to change your mind for another order free of charge for another product within 48 hours after you have received your order confirmation, settlement will have to be made for price differences. 

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If we do not receive a reply to the email within the timeframe then the order is processed automatically.

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You can also request store credit if you wish to make a return, or exchange for other products within 7 calendar days of receiving the package if there is any manufacturing defect. Payment is required for price differences if the new item of your choice has a higher value than the previous one. You are also responsible for the back-and-forth shipment.

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No return or refund or exchange is accepted if the purchased item is returned for reasons other than manufacturing defects.

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We will ensure that all packages are properly packed to prevent any damage during the shipping process. If there is any problem regarding the quality of our product, please contact us within 24 hours of receiving your package.

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Refer to our Policy for more.

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Q: Can I edit the order? What should I pay attention to when placing an order?
 

You can edit your order at any time within 48 hours after the order confirmation is sent by us.

Please pay close attention to the selected options for your order (e.g ring size and metal color) and make sure the shipping address is correct, then we will handle the rest.

Please note that once the item is confirmed after the confirmation email is sent and a request is not made within 48 hours, it will NOT be possible to edit the order.

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Refer to our Policy for more or Contact Us.

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Q: How to buy a ring of a suitable size? Can you resize it?
 

You may refer to our ring size chart when selecting your ring.

If you still are unsure about your size, contact us via email or WhatsApp and we will try our best to help!
 

Please note that the majority but not all of our rings are resizable due to material limitations. One of the reasons is that some gemstones are not meant to be exposed to extreme heat or certain types of chemicals which is unavoided during the resizing process.

 

Please kindly contact us if you wish to resize your Neve ring and check for the possibility. 

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Q: I bought the wrong ring size, what should I do?

In order to avoid choosing the wrong size, please refer to the size guide before purchasing.

 

Ring sizing is free of charge for your Neve ring the first month of your purchase, but please be aware that most but not all of our rings are resizable due to design and material limitations (e.g. delicacy of the ring or the natural stone's tolerance to heat during the production process). Our stone and jewelry experts are available to help with sizing or other jewellery inquiry via Whatsapp / email. 

 

You may also still resize your Neve ring any time after the one-month period if it fits the resizing criteria with charge.

 

Please keep in mind that the buyer is responsible for the back-and-forth shipping fee for the resizing.

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Also kindly note that once a Neve ring is repaired or modified by a company other than Neve, the warranty will automatically be expired. We will still be able to provide repair services but at a charge. 

 

 

Q: Does the jewellery come with a warranty?
 

All of our jewelry comes with a 1-year warranty.
For the details, please refer to our Policy.

 

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Q: If I need to repair my jewellery after the warranty period, what should I do?​

After the warranty period, we are still able to provide maintenance services, such as damage (falling stone / broken chain / broken ear needle, etc.), and will be charged according to different situations. Please contact us via email or WhatsApp or click here.

 

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