Worry-Free Purchase

Our estimated Delivery time=Processing Time + Production Time+Shipping Time.

Shipping Methods & Shipping Time:

*DHL Express cannot deliver to P.O. Boxes or military addresses. We could only ship to P.O. Boxes and military addresses (APO, FPO) address via Free Standard Shipping method.

You can make a choice of different transportation methods for your personal situation.
Our order processing time and production time are fixed.

Processing Time:

Processing Time: The estimated time it takes to process your order. Normally 1-2 Business Days.(Problem orders will be delayed about 3 days)

Production Time：

Because all of our items are new and not hoarded items, we begin making them for you when you place your order with a 7-15 day lead time.

Please note that the above shipping times are estimates quoted by our courier companies, so NOVAJEW cannot be liable or held responsible for any delays after dispatch. Delays do happen occasionally due to uncontrollable factors, but please be assured that Novajew will do our best to limit any inconveniences that may arise.

60 Days Return & Exchange Policy

We want you to feel comfortable and confident when shopping at novajew, and that’s why we offer a 60 days return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 60 days from the delivery date.

Please note: Items can be exchanged no more than once. The time frame for this must not exceed 60 days from when the original order was received.

If for any reason you're not satisfied with your purchase, please email service@novajew.com and we'll provide you with further instructions on where returns should be shipped, and the amount you will be refunded. If the product is returned due to customer dissatisfaction and there is no quality problem with the product, the customer will be required to pay 10% labor charge and 20% customs duty. Refunds will be made to the customer within 7 days when the goods are received and inspected to be undamaged and ready for a second sale. Returns must be made within 60 days of delivery. Customers will be responsible for the logistics costs of returning the goods. 

Return & Exchange Conditions

Items returned without authorization will not be accepted.

The time frame for return & exchange must not exceed 60 days from when the original order was received.

All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.

When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.

For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Non-Refundable & Non-Exchangeable Items

Personalized items with "engravings" and "photos", such as rings, necklaces and bracelets, are non-refundable or exchangeable..

Special order items such as those with custom sizes and colors are not refundable and exchangeable. (Custom sizes are those that charge extra $15)

Items without jewelry tag or that have been worn, damaged or altered are not refundable or exchangeable, and will be returned to the customer at their expense.

Items that were worn, or sent to you as Replacement/Exchange are not refundable or exchangeable.

Refunds

Returns will be processed within 5 days upon receipt of your package. The refund will be issued to your original payment account and cannot be returned to alternate cards or different forms of payment.

NOTE: We do not refund original shipping costs as we do pay original shipping costs for each order!

Customer received the wrong item.

The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact novajew within 48 hours of receiving their order.)

Cancellation

All item is made to order, so please read carefully about the policy of Return &Exchange.

We stand behind our jewelry to satisfy you with every order and want your order to be made just the way you want it! Please review your personalization/engraving/special order information before submitting your order. Check spelling, dates and names carefully. You are welcome to contact us if you have questions before placing your order.

Generally, all personalized/engraved/special order items will be sent into production in 8 hours after we receive the payment. Therefore, any cancellations after that time will incur a corresponding material and processing fee.

Please refer to below details:

If the cancellation is made less than 8 hours after the order was placed, there would be no cancellation fee.

If the cancellation is made between 8 to 24 hours after the order was placed, there would be a 10% cancellation fee.

If the cancellation is made 24 hours after the order was placed, there would be a 30% cancellation fee.

 

All our jewelry has been made with love by us, to be well-loved by you. With proper care, it will continue to shine. 

How to Wear

• The more intentional you are about caring for your jewelry, the longer it will last.

• Remove your jewelry before doing any activity that risks physical damage.

As a general care tip, your jewelry should be the last thing you put on before going out and the first thing you remove upon coming home.

How to Store

• When not being worn, store in a safe, dry place to protect against the elements of daily exposure.

• Store pieces separately to avoid damage.

• Ensure pieces are completely dry before storing.

• Certain metals, like vermeil and sterling silver, can be prone to tarnishing. Rather than the packaging that came with your purchase, we recommend storing your pieces in our box which are lined with an anti-tarnish microsuede fabric that makes care and cleaning even easier.

CARE GUIDES BY MATERIAL

Diamond Care

What to know about wearing gemstone jewelry

• Contrary to popular belief, diamond is not unbreakable. Its hardness makes it difficult to scratch, but it can 'cleave' (split) if bashed in just in the right place.
• So do treat diamond jewellery. with care and take it off before doing anything that could cause the jewellery to get knocked, especially in the case of an antique ring or bangle.

How to clean gemstone jewelry

• Diamonds attract oil and grease, so a gentle clean with some soapy water and soft toothbrush once in a while will do them wonders. Take them off before moisturising your hands, also.

How to store gemstone jewelry

• Diamond will scratch all other gemstones in your jewellery box (including each other). We recommend you store your diamond jewellery separately and make sure your diamonds cannot rub together while stored.

Gemstones Care

What to know about wearing gemstone jewelry

• Gemstones have varying degrees of hardness so be sure to treat them with care. 

• Many colored gemstones stones are susceptible to discoloration and fading when excessively exposed to natural elements such as sun, salt water, and perspiration as well as chemical irritants like chlorine, cosmetics, and lotions.

How to store gemstone jewelry

• When not being worn, store your jewelry in a safe, dry place to protect it from the elements of daily exposure.

How to clean gemstone jewelry

• Do not use steam cleaners or ultrasonic cleaners on colored gemstones as they can damage or permanently discolor these stones. Rubies and sapphires can be gently cleaned in warm water, using non-detergent soap and a soft-bristled brush. 

Opal Care

What to know about wearing gemstone jewelry

• One of the most beautiful gemstones to grace the Earth! Opals are soft and should be treated with great care. Clean by wiping with a damp or dry cloth only. No ultrasonic or hot cleaning.

How to store gemstone jewelry

• Opals needs moisture to look their best and stop from drying out and 'crazing'. Avoid storing them anywhere dry or hot, or in direct sunlight. Instead, care with moist cotton balls .
• Avoid contact with any chemicals and solvents and remove opal jewellery before any activity which could result in the stone getting knocked.
• Do not use abrasive cleaners or polishing cloths.Do not use steam or ultrasonic cleaners. 

Pearl Care

What to know about wearing gemstone jewelry

• Pearls are susceptible to damage from sweat, detergents, cosmetics, soaps and weak acids. They should be cleaned very carefully by laying the pearls flat, wiping them with cool water and a soft cotton cloth and drying them.

How to store gemstone jewelry

• Like opals, pearls can crack when exposed to heat, so they need to be stored in a cool place. They are easily damaged by gemstones, metals and hard plastics. Store pearls carefully in a breathable fabric, preferably silk. Do not store them in non-breathable containers or plastic bags/buckets.

• Do not use abrasive cleaners or polishing cloths. 

• Do not use steam or ultrasonic cleaners. 

Silve care

What to know about wearing gemstone jewelry

• Place in a dry, sun free place.
• The best place is to place it inside our jewelry box, which has a micro inlaid lining that prevents discoloration for easy care.

How to clean silver jewelry

• Proactive maintenance is crucial. When there are stains, gently wipe with a soft and dry cloth.
• When oxidizing, use the special cleaning cloth we provide for wiping.
• It is worth noting that do not use a polishing cloth to wipe, as it may have abrasive properties and may wipe off the protective oxide coating on the surface.

Titanium care

Titanium is a lightweight material and doesn’t corrode easily, making it highly durable. When properly cared for, titanium jewelry will maintain its appearance for a lifetime.
What to know about wearing titanium jewelry

• Titanium is incredibly strong but can get scratched as a natural part of daily wear.
• To keep your titanium jewelry looking its best, be mindful of how you wear it. Any physically challenging activity could impact your jewelry.
• When stacked together, the tough surface of black titanium may abrade softer metals like gold or silver.

How to store titanium jewelry

• When not being worn, store in a safe, dry place to protect from the elements of daily exposure.

How to clean titanium jewelry

• Clean with warm, soapy water and a soft cloth
• Ultrasonic cleaners are safe to use on titanium jewelry.

How to maintain gold-plated jewelry

• Avoid contact with chemicals. Try not to let jewelry come into contact with chemicals to prevent corrosion, especially when cleaning, jewelry should be removed first.
• Prevent fading. Avoid direct contact between metal jewelry and high volatility cosmetics such as perfume and hair gel to prevent fading.
•  Avoid friction and impact. Avoid wearing multiple metal accessories in the same area to prevent friction and impact.
• Avoid wearing in specific environments. When swimming, soaking in hot springs, saunas, or playing on the beach, avoid wearing gold-plated jewelry, as substances in seawater and hot springs may react chemically with jewelry, leading to fading.
•  Dry storage. When storing jewelry, it should be wrapped in velvet cloth or placed in a sealed bag first, and then placed in the jewelry box to avoid collision and friction, and kept dry.
  Special protection. When purchasing, you can apply transparent nail polish on the surface of the jewelry to prevent direct contact with the air and increase the protective layer.
• Regular inspection and maintenance. Regularly inspect jewelry for damage or fading. If necessary, please gently wipe with a silver cloth, but avoid using silver washing water as this may cause corrosion to the gold plating layer.
  Following these suggestions can effectively extend the service life of gold-plated jewelry and maintain its aesthetics.
• If it fades, it is recommended to go to a nearby jewelry store for repair.
• Or take it to our store for repair.

We believe in delivering excellent customer service, and will do everything possible to satisfy our customers. If you have any questions, comments, or suggestions, feel free to contact us or email us at service@novajew.com.

Kindly Be Noted: To avoid waiting, please check out our FAQ (Frequently Asked Questions) to see if we've already answered your most burning questions there.

Submit a Ticket: Please include as much information about your order so that we can assist you more efficiently.

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