New Frequently Asked Questions

Jewelry Care + Materials

Please refer to our Jewelry Care Guide for instructions on how to properly care for and maintain your jewelry.


Yes, all of our jewelry is nickel-free.


925 sterling silver is a metal alloy used in jewelry and decorative household objects. Traditionally, it is 92.5% silver, and 7.5% copper. Occasionally, other metals account for 7.5%, but the 925 hallmark will always indicate 92.5% silver purity.


You can find the hallmark 925 or some variation of the word sterling stamped in a discreet place like the back of a pendant or inside a band. If it’s particularly small, a jeweler’s loupe or magnifying glass may be helpful in spotting the sterling silver 925 stamp and other jewelry hallmarks.


Gold plating is a process where a thin layer of gold is bonded onto a base metal. It is the best quality jewelry you can get short of buying solid gold. For people who want a cheap, high quality alternative to solid gold, 18K Gold plated jewelry is the answer.


Any jewelry made with copper such as Sterling Silver items can tarnish slightly over time, however, for many people, this is outweighed by the beautiful properties of natural metals. This means the finish can potentially leave behind a surface mark on the skin when worn. This coloration easily washes off with warm water and a mild soap.

Any side effect caused by the natural properties found in our jewelry is temporary, unavoidable and not valid for a refund.


It is a common belief that genuine silver does not darken. This is in fact a myth, and all silver darkens and it is a completely natural process. Darkening confirms that the silver is genuine, but it is not a good way to check the purity of silver because darkening takes place over a long period of time.

Whether it is 925 silver or any other silver, the process of darkening is a result of the oxidation of the metal as a reaction to sulfur oxide. Sulfur compounds are found in air and water, and the more polluted they are, the higher the concentration.

Regardless of the silver content in your jewelry, darkening may indicate negative changes in the human body as some diseases or conditions may affect the chemical composition of sweat—especially the secretion of sulfur compounds. Therefore, contact with sweat can cause changes in the appearance of your jewelry.

If you do see a slight blackening in your piece it is nothing to be alarmed about and the ring can easily be brought right back to it's shining self with a jewelry polishing cloth. You can view our Jewelry Care Guide for instructions on how to properly care for and maintain your jewelry.


Orders, Returns, and Exchanges

Yes! We take value 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 30 days from the delivery date.


Please refer to our Jewelry Care Guide for instructions on how to properly care for and maintain your jewelry.

However, the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of NONA.


Just send us an email within 30 days from the day you receive your parcel saying you’d like a refund. Then, we’ll send you step-by-step instructions for returning your jewelry.

Please note that all jewelry bundles + gift sets that were included with an offer or promotion must be returned as the full set (including all jewelry pieces, velvet box & gift bag) to be accepted for a refund.


Please contact our customer service team at nona@neolavish.com together with your order number.


Please send your order number and a photo of the defective or incorrect piece to nona@neolavish.com. Our customer service team will be happy to help resolve it!


All shipped orders cannot be cancelled.

If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can.


Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to update your order in time.

If your order has not been shipped, please reach out to us at nona@neolavish.com with your order number and the details on the change. Kindly note that we cannot guarantee that the change will be made as the order may have been already processed.


Payments and Refunds

Please note that once the order has been placed, we are unable to change the method of payment.

  1. Credit card or Debit Visa Card
    If you have an account with NONA, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank.

    NONA reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.
  2. Paypal
    Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected back to NONA.
  3. Store Credit
    To use store credit, simply sign in using your NONA profile before placing the order and the amount will automatically deduct from the total. NONA store credit does not expire and can be used at any time!

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.


Duties are included. Taxes are calculated and applied at checkout according to the state/province of the shipping address.


During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply’ for the discount to be applied. Please be reminded that only one discount code can be applied per order.


We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, please contact our customer service team at nona@neolavish.com and we’ll do our best to help!


Please be reminded that we cannot issue a refund to a different payment method used with the original purchase.

  1. Credit card or Debit Visa Card
    From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the funds to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank.
  2. Paypal
    Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the funds back on your bank account!
  3. Store Credit
    For orders purchased using store credit and later returned, the amount will be reissued as store credit to your account.

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping) and you should receive it within 5-10 business days for credit card/debit card and Paypal and 24-48 hours for store credit.


Loyalty

It's super simple & free! Click here to sign up and join our exclusive loyalty club.


Other

If you still have questions or simply have something to say, send us an email at nona@neolavish.com and we'll get back to you as soon as we can.


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