Refunds and Exchanges
Exchange Policy - the basics
We do not offer exchanges on earrings for hygiene reasons unless there is a manufacturers fault, please choose carefully. We offer exchanges on all other items, excluding final sale and gift cards.
If you would like to exchange an item this must be done within 7 days of receiving the item. Item must be returned in the brand new, unworn condition it was received in.
It must be returned with the jewellery card, jewellery bag, jewellery box and polishing cloth. Failure to return these items means that your exchange item will be sent bare.
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​To exchange an item please email info@novajames.co.nz with your order number and a description of the item you are wanting to exchange and what you are wanting to exchange it for. If the item you are wanting to exchange for is a higher value, you will be sent and invoice for the difference. This invoice must be paid before the item is released. All exchanges must be returned, at the customers cost within 14 days of receiving the item.
Refund Policy - the basics
We do not offer refunds on earrings for hygiene reasons unless there is a manufacturers fault, please choose carefully. We offer refunds on all other items, excluding final sale and gift cards.
If you would like a refund on an item this must be done within 7 days of receiving the item. Item must be returned in the brand new, unworn condition it was received in.
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In order to receive a FULL refund, all jewellery items must be returned with the jewellery card, jewellery bag, jewellery box and polishing cloth. Failure to return all items will result in a monetary value being deducted from your refund of no more than $12.
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​To return an item please email info@novajames.co.nz with your order number and a description of the item you are wanting to return. All items must be returned, at the customers cost within 14 days of receiving the item.
Faulty Policy - the basics
If an item is deemed faulty it is at the discretion of Nova James if the item will be replaced or refunded.
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If an item is deemed faulty Nova James will email you a courier label to send the item back.
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If you believe you have a faulty item, please email info@novajames.co.nz with your order number, a description of the fault and necessary photos.