Hi, how can we help?

Once your order is placed, you can cancel it as long as it hasn’t been processed or shipped yet. Cancelling is quick and easy — just email us at info@nuvorajewellery.com within that window.

Once an order has been processed, cancellations are no longer possible, as our system has already started preparing it for shipping.

If you decide you no longer want your order after it has arrived, please see our Returns Policy below for full instructions on how to proceed.

At Nuvora, we value transparency and clear communication throughout your shopping experience. Here’s what to expect after you buy from us.

1. Order confirmation email — Right after you place your order you’ll receive an order confirmation email. It’s your receipt and includes your order number, an order summary (items, quantity and price), billing & shipping information, and your payment details. If you don’t receive it shortly after ordering, please check your spam folder or contact us.

2. Shipping confirmation email — Within 24 hours of placing your order you’ll receive a shipping confirmation email confirming your order has been processed, packed and is on its way. It includes tracking information (a link to follow your parcel online) and an estimated delivery date.

Any questions about your order or shipping? Email us at info@nuvorajewellery.com — we’re happy to help.

Lost parcels — We work hard to make sure every order arrives in perfect condition. If your order is lost in transit, contact our customer care team at info@nuvorajewellery.com with your order number and all relevant details.

Damaged parcels — We understand how disappointing a damaged parcel is. In that case, contact us at info@nuvorajewellery.com within 5 days of receiving your order and include photos of the damaged items or packaging. We’ll review everything and, where applicable, send a replacement or issue a refund.

Once your order has been placed and processed, you’ll receive a confirmation email with your order details, including a tracking number and a link to our tracking page. Click the tracking link or enter the number on our tracking page.

Please note tracking may not be available immediately — it can take up to 48 hours for the number to activate in our system. If you don’t see updates right away, please check back a little later.

We prepare every piece with care so your jewellery reaches you as soon as possible. Here’s how we handle your order:

1. Processing time — Every piece passes a quality check before leaving our warehouse. Processing takes 1–3 business days. You’ll get a confirmation email as soon as your order is on its way.

2. Delivery time — Once shipped, estimated delivery is 8–12 business days. These timeframes start from when the parcel leaves our facility, not from the moment of purchase.

3. Possible delays — We always aim to meet these timeframes, but occasional delays can happen during peak periods (Christmas, Black Friday, special launches), due to carrier or logistics issues outside our control, or because of adverse weather and transport strikes.

4. Order tracking — As soon as your order ships, we’ll email you a tracking number so you can follow your parcel in real time.

5. Important — Please make sure all your shipping details are correct. We’re not responsible for failed deliveries caused by incomplete or incorrect addresses. If the carrier can’t reach you after several attempts, the parcel may be returned to us, and a new delivery would be at the customer’s cost.

6. Still have questions? If more than 14 business days have passed and you haven’t received your order, email us at info@nuvorajewellery.com.

1. Return window — You have 14 days from receiving your order to request a return for any reason.

2. Item condition — To be accepted, the item must be in the same condition in which it was delivered: no signs of use or wear, with the original packaging intact.

3. How to start a return — Email us at info@nuvorajewellery.com with your order number and the reason for your return. Returns that haven’t been arranged with us by email in advance can’t be accepted.

4. Return shipping costs — Return shipping is the customer’s responsibility. We recommend a tracked service, as Nuvora isn’t responsible for parcels lost on their way back to us.

5. Faulty or incorrect items — Please inspect your order on delivery. If an item is faulty, damaged or not what you ordered, let us know within 14 days at info@nuvorajewellery.com with your order number and photos of the issue. We’ll review your case and provide a suitable solution.

6. Rejected or uncollected orders — If you refuse delivery or don’t collect the parcel from the pick-up point, the order is returned to our fulfilment centre. Once we confirm receipt, we’ll refund the order value minus a £20 return-shipping fee, to your original payment method within 7–14 business days. This applies when you refuse delivery, the parcel isn’t collected within the carrier’s deadline, or the address is incorrect/incomplete. If your order was refused by mistake, contact us as soon as possible — we review each case individually.

7. Refunds — Once we’ve received and inspected your return, we’ll let you know if it’s approved. If approved you can choose store credit (issued as a gift-card code for your next order — the fastest option) or a refund to your original payment method (this can take an extra 5–10 business days depending on your bank).

8. Delivery delays — A carrier delay while your parcel is in transit doesn’t automatically entitle you to a refund. If it arrives late and you no longer want it, you can return it under our standard conditions. If your order isn’t delivered within 30 days of purchase, you’re entitled to cancel and receive a full refund.

9. Lost orders — If the carrier confirms your parcel is lost, we’ll send a replacement free of charge. If you’d rather not receive a replacement, we’ll issue a full refund.

10. Inspection — We may hold the refund until we’ve received the goods back or proof they’ve been sent. If an item shows signs of use beyond simply checking it, a corresponding amount may be deducted from the refund.

11. Lifetime Colour Guarantee — All our jewellery comes with a Lifetime Colour Guarantee. If your piece loses its original colour, we’ll send a brand-new piece free of charge, or offer the equivalent in store credit. This covers loss of original colour only — not breakage, scratches or lost pieces from improper use. It doesn’t entitle you to a cash refund; compensation is by replacement or store credit only. To claim, email info@nuvorajewellery.com with your order number and a photo of the piece.

All our pieces are made with a base of medical-grade stainless steel (316L) — the highest standard in hypoallergenic jewellery. For the gold finish we use our exclusive Gold-Fused Technology, which bonds real 18k gold using a vacuum (PVD) process. The result looks and shines like solid gold, but with the strength of steel.

Unlike most brands that use electroplating (a flash bath that barely touches the surface), our molecular-fusion technology bonds the gold to the steel at an atomic level inside a vacuum chamber. This creates a layer up to 10× thicker and more durable. Where traditional plating wears off with friction, our fusion becomes an integral part of the piece.

Yes, 100%. Our jewellery is fully waterproof. It’s designed to go with you every day — showers, swims in the sea, afternoons by the pool. Chlorine and salt won’t affect the shine or colour of your Nuvora piece.

Absolutely. Gold-Fused Technology is sweat-proof. No matter how intense your workout, or whether you swim, your jewellery won’t darken or fade. It’s made to never take off.

No. The “green skin” reaction happens with cheap metals like copper or brass that oxidise against the skin. At Nuvora we only use 316L steel and 18k gold — 100% hypoallergenic and nickel-free.

We’re so confident in our technology that we offer a lifetime guarantee on the colour of every piece. If your jewellery loses its original tone, we’ll replace it with a new one (or offer equivalent store credit).

Covered: loss of original colour (gold or silver tone fading or changing drastically) and finish defects relating only to colour and plating.

Not covered: breakage or structural damage (broken chains, forced clasps, everyday scratches, lost gems/stones, or any damage from physical misuse), and loss or theft.

How to claim: email info@nuvorajewellery.com with your original order number and clear photos showing the colour loss. Once approved, we’ll tell you how to proceed to receive your new piece. The guarantee is fulfilled by replacement piece or store credit only — not a cash refund.

The items photographed are display models selected specifically for our photoshoots. Due to the nature of PVD gold plating, studio lighting and the way our pearls are assembled, the product you receive may show small differences in tone or finish compared with the images shown.