Refund policy
At NAZELI, we want you to be absolutely in love with your new pieces. If for any reason your purchase isn't a perfect match, we are here to make the return or exchange process as seamless as possible.
30 days Return Window
We gladly accept returns and exchanges within 30 days (1 month) from the date of delivery.
Eligibility for Returns
To be eligible for a return or exchange, your item must meet the following conditions:
- Pristine Condition: The jewellery must be unworn, unaltered, and free from any signs of wear, scratches, or damage.
- Original Packaging: Items must be returned in their original NAZELI box and pouch, along with any accompanying documentation, certificates, and tags securely attached.
- Made-to-Order & Custom Pieces: Pieces made specifically to your request or personalised for you cannot be returned or exchanged.
How to Initiate a Return
To start a return, simply follow these steps:
- Contact Us: Send an email to info@maisonnazeli.com with your order number, the name of the item you wish to return, and a brief reason for the return.
- Receive Authorisation: Once approved, a member of our support team will reply within 24-48 hours with a Return Authorisation Number (RAN) and the exact shipping address.
- Pack Securely: Safely pack the jewellery in its original packaging. We highly recommend using a trackable shipping service and purchasing shipping insurance, as NAZELI cannot be held responsible for returns lost or damaged in transit.
- Ship it Back: Drop the package off at your local courier. Please note that return shipping costs are the responsibility of the customer.
Refunds
Once we receive and inspect your returned item, we will notify you via email.
- If approved, your refund will be processed immediately, including the standard shipping costs you paid for the original delivery.
- A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your bank or credit card issuer.
Exchanges
If you would like to exchange your piece for a different size or style, please specify this when you email us to initiate your return. Exchanges are subject to inventory availability.
Damaged or Defective Items
Quality is at the heart of NAZELI. If you receive an item that is defective or damaged upon arrival, please contact us immediately at info@maisonnazeli.com with a clear photo of the defect and your order number so we can make it right.
Need further assistance? Don't hesitate to reach out to us at info@maisonnazeli.com. We are always happy to help!