Refund policy

We understand that occasionally you might have need a little time to see if your new jewellery is perfect for you. If it isn’t quite right you can send it back to us for either a refund or an exchange and here’s how….

 

Our Returns Policy

If you are looking to return your item, we are happy to either exchange or refund your order (excluding earrings) if returned within 30 days. All our jewellery also comes with a 6 month warranty, where we are happy to swap items with manufacturing faults free of charge.

 

How Should My Item Be Returned?

All items must be returned unworn, in their original packaging and with proof of purchase (excluding earrings). Please print and fill out the returns form or write a full returns cover note within your parcel so we can process your request swiftly. The following details must be included in your return:

  • Whether you would like a refund for your item, or to exchange your item
  • Your full name, email address and phone number
  • Order number
  • Your returns address (if you need an exchange)
  • Reason for refund/exchange

* We cannot accept earrings back due to hygiene reasons.

* Orders returned without an order slip or returns cover note will take longer to process and, in some circumstances, will not be processed at all. Please do not send back your item without any information.

* Returns must be sent to us with recorded/tracked postal service.

 

Starting Your UK Return

All UK returns can be sent back within 30 days of your order arriving with you. Please follow the below instructions:

  • Print and fill out the returns form or provide a full returns cover note.
  • Send your parcel back to our returns address using a tracked postal service.

 

Starting Your International Return

All International returns can be sent back within 30 days of your order arriving with you. Please follow the below instructions:

  • Print and fill out the returns form or provide a full returns cover note.
  • Send your parcel back to our returns address using a tracked postal service.
  • If you would like any advice for the best way to send back your International order, please email orders@naledi.org

 

Where should I return my item?

 

Please email orders@naledi.org for this information.

 

Refunding your item

Returned items will always be refunded to the original payment method used when placing your order, including Naledi gift cards.

  • Credit or Debit Card - We will credit your account within 5-10 working days of receipt of your items.
  • Pay Pal - Your refund will be visible in your PayPal account within 24 hours of your refund email being sent.

*Please note shipping, customs duties and additional fees paid are non-refundable

 

Exchanging your item

If you require a different size or would like to exchange what you’ve bought for another piece, we are happy to offer exchanges within 30 days of purchase. To proceed with an exchange, simply follow the below instructions:

  • Print and fill out the exchange form, specify you would like an exchange, and state which item you would like to swap for.
  • If the new item is more expensive, you will receive an email notifying you to make the additional payment.
  • If the item you choose is lower in price, we will refund the difference to your original payment method.

 

Timeline for a return

Please send the return back using a tracked postal service. As soon as it has been received the team will process the return accordingly, either for an exchange or refund. Please allow 7 days from receipt by us for the team to check over the return.

As soon as the necessary checks have been completed you will receive a notification. 

 

Sale & Promotional Returns

We understand that you may have purchased an item recently that has now been reduced in price, unfortunately, this is just a case of bad timing. Every sale must have a start date, right? So sadly, we cannot refund the difference in price if this occurs, we hope you understand.

Naledi may run promotions from time to time so, if you received a complimentary gift with your purchase then you must return the item as well as the complimentary gift in order to receive a full refund. If you are exchanging your item, please hold onto your complimentary gift and we will swap the purchased item.


Sample Sale Returns

On occasion Naledi will run sample sales (also referred to as Outlet/Warehouse sales in some territories). Purchases made of items included in these sales are non-refundable and exchanges will be offered should an item have any quality concerns.

Items included in sample sales often include materials that have natural properties and are therefore not perfect or flawless. We believe that this individuality adds to an items authenticity and beauty.

Where there are concerns of quality or faults. Naledi will aim to send out a replacement where possible.