La Novia is committed to protecting your privacy as online customer and does not under any circumstances share or sell or in any other way disclose information collected during ordering process in accordance with Data Protection Act 1998 and according to the Web Trader Code of Practice.
Occasionally we will use them to send you information about our latest product and special offers. You can always opt out if you feel necessary.
ACCESSORIES AND WEDDING ACCESSORIES
RETURNS AND REFUNDS
We would like to ensure your complete satisfaction with the product you have bought from us. If however you wish to return or exchange an item(s) please contact La Novia and state whether an exchange or refund is required. We will only accept items not worn, not used and not damaged. You have right to return goods within 7 days. We cannot accept return of earrings in compliance with current Health and Hygiene regulations.
For us to process your request is essential that you also include a copy of your invoice. We accept returns only upon Recorded Delivery in its original packaging. Once your goods have been accepted your exchange or refund will be completed within 10 working days. Please note that we do not refund delivery charges, or the cost of returns postage except where the return is the result of our own error. We can only refund payment to the card you originally used for transaction. Please note that bespoke and bridal jewellery items are exempt from our 7–day return policy and cannot be returned except for alteration at the discretion of La Novia.
HOW TO LOOK AFTER YOUR JEWELLERY
Everything we offer has been made to bring you outstanding quality and each product is produced to the highest standards. To help ensure you get most from your purchase please follow the simple care guidelines.
Please avoid direct contact with sprays such as hairspray, perfumes, deodorants or salt water, as these may cause damage to your jewellery. It is advised to not wear jewellery in bath, bed or when exercising as this cause un-reasonable wear and tear. Add jewellery last when dressing. When not worn, jewellery should be carefully stored in the suede pouch or in provided box to avoid damage, and to slow tarnishing process. Due to precious stones and natural beads always avoid direct sunlight for long periods of time.
BRIDAL COLLECTION MADE TO ORDER
RETURNS AND REFUNDS
We are very careful to check items before they are despatched to you. We only accept returns if there is obvious quality problem which exclude size and colour, and wrong shipping times. There are strictly NO refunds on custom ordered items. No other reason for returning goods except the above is considered.
You must email La Novia for a Return Authorisation Number. The item must be returned to the company address within 10 days of it being received.
All items must be returned unworn, unsoiled, undamaged and unaltered with original hanging straps, tags still attached and uncut, hangers, and protective covering where applicable. Items washed, dry cleaned, or otherwise handled are not refundable. Items returned in unacceptable physical condition (e.g. torn, stained, streaked) are not refundable. Please treat the returned item with the same care in which you received it. All items must be returned with the original packaging.
After 10 days we will no longer be responsible and the item will not be taken back. If you do not contact La Novia for a Return Authorisation Number, you will subject to an administration charge of 20% of the total cost of your order. Do not return any merchandise unless authorised. All merchandise must be returned at the sender’s expense. If authorised to return any merchandise, please remember to wrap the package securely as it may not be possible to offer a refund or replacement on goods, which are damaged during return transit.
No item will be accepted for exchange or refund after the date of your wedding.
If items received appear to have suffered shipping damage, keep the original shipping carton and email La Novia. We will contact the shipping company for a damage inspection report and request that the shipping company return the product. Under these circumstances, do not return the product yourself, unless otherwise instructed. A payment will be refunded once all investigations have been completed.
Rush order charges are not refundable. A postage charge is applicable on items that require re-delivery.
You must mark your parcel clearly as “Returned Goods” and must include Return Authorisation Number and the delivery note that was shipped with your order and indicate clearly the reason for return.
POSTAGE AND PACKAGING
Please allow up to 18 weeks for delivery. You will be advised an expected delivery date by email. In the case of non-delivery please wait 7 days from the date of despatch in case it has simply been delayed. We always obtain proof of posting. There is no charge for delivery within UK.
Under the consumer protection regulations 2000, on non-stock items you have the right to cancel your order within 7 days from your order, in writing, without giving a reason. This is your cooling off period. A refund will be given to you within 30 days of the cancellation. (Your statutory rights are not affected).
Custom ordered items may be ordered as RUSH items at an additional charge; please check with us for the cost of the particular designer
Other changes such as larger sizes, design changes and extra length may also incur additional costs, please contact us for details.