GENERAL INFORMATION
Who are we?
Novoir Jewellery is a British-based luxury jewellery brand dedicated to timeless elegance, craftsmanship, and individuality. We design and curate exquisite pieces that combine classic sophistication with modern design perfect for every occasion.
Where are your products made?
We work closely with expert artisans and reputable manufacturers across Europe and Asia who share our commitment to ethical sourcing and superior craftsmanship. Every piece is carefully inspected for quality before it reaches you.
Where can I find product details?
Each product page includes detailed information such as materials, stone type, dimensions, and care instructions. If you need additional information or styling advice, our customer support team is always happy to help.
ORDERS AND DELIVERY
How can I track my order?
Once your order is shipped, you’ll receive a tracking link via email or you can use our track my order page located in the menu. This allows you to follow your parcel every step of the way.
What are the delivery times?
Delivery typically takes 5–12 working days, depending on the product and your location in the UK. Please allow a few extra days during busy periods.
How do you ship orders?
Orders are shipped via our trusted logistics partners directly from our global suppliers to your address. This model helps us offer a wider range of products at competitive prices.
Where does my order ship from?
Our jewellery is dispatched directly from our international ateliers and suppliers. While we’re proudly based in the UK, this model allows us to offer a diverse range of finely crafted pieces from around the world.
What should I do if my order is lost or damaged?
If your parcel arrives damaged or hasn’t arrived within 20 working days, please contact us immediately with your order number. We’ll resolve it quickly either with a replacement or refund.
RETURNS
What is the return policy?
We offer 14-day returns on unused items in their original packaging. Please contact us before sending anything back, and we’ll guide you through the return process.
COMMON ISSUES AND SOLUTIONS
My jewellery arrived damaged. What should I do?
We’re sorry! Send us clear photos of the damage along with your order number, and we’ll organise a replacement or refund right away.
I received the incorrect jewellery item. What should I do?
Apologies for the mix-up! Send us photos of the item you received and your order number, and we’ll send out the correct piece or issue a refund promptly.
CUSTOMER SUPPORT
How can I contact customer support?
You can reach us anytime via the chat button on our website or by emailing
support@novoirjewellery.co.uk.
How quickly will you respond?
We aim to respond to all queries within 24 - 48 hours Monday to Friday).
TRANSPARENCY AND TRUST
Why is the delivery time sometimes long?
Because we ship directly from our international partners, delivery can take a bit longer than domestic services. This allows us to offer a broader range at accessible prices