Frequently Asked Questions
Products & Collection
Are the Nieller creations unisex ?
Yes. All Nieller jewelry is designed to be worn by everyone, regardless of gender. Their minimalist and universal design naturally adapts to all personalities.
Where are Nieller creations made?
All our creations are handcrafted in France, in partner jewelry workshops selected for their expertise and their quality requirements.
Order
How to choose the right size for my jewelry ?
We invite you to consult our size guide.
The piece of jewelry I want to order is not available, what should I do?
If the piece of jewelry you wish to order is no longer available, we invite you to click on the "notify me when available" button, located under the "sold out" button. You just need to provide your email address and we will send you an alert as soon as the piece of jewelry is available again.
What payment methods do you accept ?
We accept payments with Visa, MasterCard, American Express, Apple Pay and PayPal.
How to pay in 4 installments ?
If you wish to pay in 4 installments without fees, we invite you to select PayPal as your payment method. Once on the PayPal website to finalize the payment, you will have the option to choose payment in several installments.
Is the payment secure ?
Yes, Nieller is committed to protecting your data. An SSL encryption system is implemented for each transaction to protect your payment data. Furthermore, your payment data is neither stored nor recorded.
What are the shipping times ?
Your order will be shipped within 3 business days.
Is it possible to cancel or modify my order ?
If you wish to cancel or modify your order, we invite you to contact our Customer Service as soon as possible.
How to track my order ?
We will send you an email at each stage of processing your order, from its validation to its shipping.
I did not receive the order confirmation email, what should I do?
We invite you to check if the order confirmation email has not arrived in your spam.
If you have a Nieller customer account, you can find all the information regarding your order there.
Otherwise, please contact us.
Do you offer gift wrapping?
Each piece of jewelry is delivered in a signature Nieller box, ready to be gifted. No price appears in the package, so you can hand it over personally or have it delivered directly to the person of your choice.
Can I include a custom message with my order?
Of course. You just need to send us your message, along with your order number. Your message will be handwritten on a dedicated card, slipped into the package.
Will I receive an invoice for my order?
Yes, the invoice is automatically sent to you by email once your order is confirmed. If you have not received it, check your spam folder or contact us so we can resend it to you.
Shipping
What are the shipping fees ?
Delivery is free for any order.
Which countries do you ship to ?
We ship to the following countries: France, Germany, Austria, Belgium, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal, Czech Republic, Slovakia, Slovenia, Sweden.
What is the shipping process ?
Upon shipping your order, we will send you an email containing a tracking number that will allow you to track the delivery on our carrier UPS's website. The package will be delivered to you against signature.
What are the delivery times ?
From the shipment of your order, delivery is made between 2 and 5 working days, depending on the destination country.
Are Nieller items insured during their delivery?
Nieller is responsible for the order until it is delivered to the customer. If the package is missing, Nieller may choose to open an investigation with the carrier to determine the responsible party. Please contact our Customer Service if the details of your order indicate that the package has been delivered, but you have not received it.
What to do if my order is not compliant?
If you notice an error in your order (reference, size, color, etc.) or a defect upon receipt, contact us within 48 hours with your order number and photos of the affected product. We will quickly offer you a suitable solution.
Returns & Exchanges
How to make a return ?
You have the option to return your order within 14 days from the date of receipt. We invite you to contact us, and we will assist you with your return request.
"Your order must be returned in its original condition: the jewelry in its original packaging, accompanied by its certificate of authenticity, and must not have been worn in order to meet our Quality Control requirements."
Are the return shipping costs covered ?
Yes, the return shipping costs are covered by Nieller. A prepaid return label will be sent to you.
What is the refund process?
You have a period of 14 days after receiving your order to return an unworn product in its original packaging. Subject to acceptance of your return by our Quality Control, in accordance with our General Terms and Conditions of Sale, the refund will be made to the payment method used at the time of purchase, within 5 to 10 business days.
Is it possible to make an exchange ?
If you wish to exchange your order for another item, we invite you to return your order for a refund and to place a new order.
Jewelry Care & Services
Do Nieller jewelry come with a warranty?
Yes, all our jewelry is guaranteed for 2 years against any manufacturing defects. This warranty covers defects related to design or manufacturing. It does not apply to damages resulting from improper use or normal wear and tear.
How to take care of my Nieller jewelry?
We invite you to consult our Jewelry Care.
Do you offer maintenance and repair services ?
Over time, your jewelry may lose its shine and develop superficial scratches. To restore their brilliance, we offer a cleaning, polishing, and rhodium plating service.
If your jewelry is damaged, we offer a refurbishment service.
We invite you to contact us to establish a quote.
How to change the cord of my bracelet?
We invite you to contact us to receive a complimentary new cord for your bracelet.