Goods sold are non-refundable. All items are made to order therefore exchanges or returns are not offered for change of mind. Please reach out to our customer services team with any questions you may have prior to ordering, to ensure the piece you choose is perfect for you.
WARRANTY | ONLINE STORE PRODUCTS
Natalie Marie Jewellery covers the cost of reasonable repairs under normal wear for the first six months after purchase. Normal wear is defined by wear that is in line with the detailed instructions in our Care Guidelines. If a piece shows signs of improper care, or is damaged in a way resulting from something other than normal wear, i.e accidental damage, we will repair the piece at cost. An estimate of the repair will be given prior for approval by the customer. In the case that a piece requires repair, customers will be responsible for return shipping costs.
After 6 months, we will repair pieces at cost. An estimate of the repair will be given prior to the repair for approval by the customer.
We offer stone tightening (in an undamaged ring) at no charge, and offer replacement of loosened earring butterflies or clasps at no charge.
Please note that if any other jeweller undertakes work on one of our pieces, including resizing or repairs, our warranty will be voided. We strongly recommend returning pieces to us for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers, or for the piece once it has been resized or repaired by another jeweller.
Please note, vintage jewellery is not covered under Natalie Marie Jewellery warranty.
Resizing of pieces is undertaken at cost and is quoted on a case by case basis. Our customer care team are here to help you determine your accurate size prior to ordering, please reach out for assistance.
WARRANTY | BESPOKE PRODUCTS
Bespoke pieces are provided with a lifetime warranty. This warranty is valid provided the below conditions are adhered to:
Pieces are strictly cared for and worn in line with our detailed care and wear guidelines.
Pieces are not worked on by any jeweller other than Natalie Marie Jewellery team for any services including cleaning. If any other jeweller undertakes work on one of our pieces, including resizing or repairs, our warranty will be voided. We strongly recommend returning pieces to us for repairs and resizes, we do not take any responsibility for repairs or resizes undertaken by other jewellers, or for the piece once it has been resized or repaired by another jeweller.
Pieces are returned to Natalie Marie Jewellery at least annually for servicing. This servicing process is complimentary and includes a full polish and clean of the piece, as well as checking/tightening of stones and assessment of claws and bands for any damage or weaknesses.
As is the nature of fine jewellery, there is always the possibility of accidental damage, which is why insurance is always strongly recommended. Insurance ensures that anything that is outside of the Natalie Marie Jewellery warranty would be covered in full. In the case that accidental damage which is outside of our warranty coverage occurs, we will always assist with any repair that is required at cost. This type of repair can include but is not limited to, repairing chipped or scratched stones, replacing or repairing elements of a damaged piece including claws or a band, replacement of an entire piece if required.
In the case that a piece requires repair or servicing, customers will be responsible for return shipping costs. For international clients, it's important you maintain any import documentation from the time of purchase, so that if you ever need to return your piece for servicing or repair, this will be exempt from further duties and taxes.
Bespoke pieces are eligible for one complimentary resize. After this first resize, any further resizing is undertaken at cost and is quoted on a case by case basis.
Please contact us should you need to have your piece assessed for repair, or resized. Our studio team will assist with a personalised process which will vary case by case.
When sending your piece, ensure that all of your details, including your original order number and return address are included. If you are returning a piece for resize, please ensure the new size is included and has been accurately measured. We recommend using a courier service with full insurance to return your piece. Please ensure the shipment requires a signature on delivery and the piece is adequately packed and padded. We will not accept any liability if the piece is damaged in transit due to poor packaging. We will let you know once we have received your piece, to give you an indication of any predicted cost involved, as well as an expected turnaround timeframe.
For queries regarding repairs and resizes, please contact firstname.lastname@example.org.