Återbetalningspolicy

REFUND & RETURNS POLICY

Right to Withdraw / Cancel

You are entitled to a 14-day cancellation period, allowing you the right to cancel the order and return the purchased jewellery for a full refund (subject to the exemptions stated below). We are happy to extend this statutory right to allow a 30-day cancellation period for all purchases, in line with our general refund policy.

 

If you wish to cancel, please:

1.      Notify us in writing at cancellations@nicoandbear.com as soon as possible, and no later than 30 days from the date of your receipt of the items. Please include your name, address, email, order number and the product you wish to return.

 

We will then provide you with a pre-paid returns shipping label, which can be printed at home. If you do not have access to a printer, we can arrange to send a pre-paid shipping label to you directly.

 

2.      When returning the items to us, you are responsible for ensuring that the packaging is securely sealed and appropriate. The jewellery must be returned to us unworn and in pristine / new condition, and in its original presentation box.

 

3.      Please obtain proof of postage and keep this receipt until you have received your refund from us. 

 

4.      We will only refund items once we have received the jewellery or received proof of postage. We will refund monies to the original payment method unless you expressly request otherwise (please note that we can only refund to the original payee). We will notify you once the refund has been processed. Please allow up to 5 working days for receipt of funds.

 

5.      If you opt to send back the item without using our pre-paid returns labels, you are responsible for covering all such return costs, including ensuring there is appropriate insurance and tracking.

 

6.      You do not need to await delivery of your jewellery to exercise your right to cancel. If you change your mind after ordering, please let us know immediately.

 

We can then advise you of the best steps, which will be one of the following: (1) where items have not yet shipped, we will be happy to cancel the order and provide a refund; or you can (2) reject the delivery and request it is returned to us as sender; or (3) accept the delivery when it arrives and will provide you with a pre-paid shipping label.

 

Exemptions to the right to cancel

The above rights to cancel do not apply to the following:

1.      Any jewellery specifically made at your request and to your specifications, including all personalised items (i.e., jewellery with engraved messages).

2.      Pierced earrings.

3.      Items less than SEK 400.

For Swedish consumers, more information can be found at: https://www.konsumentverket.se/en/articles/right-of-withdrawal/

 

Returns

We understand that buying items online can sometimes result in an item that is not as expected or desired. We want you be happy with your product, and offer a general 30-day return policy for any item if it is not for you! 

To be eligible for a return, your item must be returned to us in new / pristine condition, unworn or unused and in its original packaging. Please note, this policy does not include pierced earrings or any customised or personalised items (i.e., engraved jewellery), which are non-refundable, unless defective or damaged on arrival.

To start a return, please contact us at returns@nicoandbear.com.  

We’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Faulty or Damaged Items

We inspect all items before they are sent out to you, but we know issues can sometime still arise!

In the event your jewellery arrives damaged or defective, please contact returns@nicoandbear.com as soon as you notice the damage or defect. To enable us to properly assist you, please include photos of the item and a description of the issue. We will review your claim and, if approved, offer (in compliance with Swedish law):

• To repair the item without any cost to you; or
• Send a replacement item without any cost to you; or
• Where the above are not sufficient to rectify the issue adequately, provide you with a refund.

 

IMPORTANT - Excluded items

Pierced Earrings
For hygiene and safety reasons, pierced earrings cannot be returned for refund unless faulty or damaged in transit.

Custom & Personalized Items
All custom or personalized jewellery, including engraved and made-to-order pieces, cannot be returned for refund, unless faulty or damaged in transit. Please ensure all details relating to the customisation are correct before placing your order.

Refund Process
Approved refunds will be processed within 3 to 5 business days using the original payment method. Shipping costs are non-refundable.