Shipping & Returns
Free U.S. shipping
Standard shipping is free on eligible orders delivered within the United States. Any dispatch or delivery estimate shown with your order is an estimate, not a guaranteed arrival date. We will contact you if an order is delayed and explain the available cancellation and refund options.
Request a return within 14 days
Contact support@nelsajewelry.com within 14 calendar days of confirmed delivery to request authorization. Items must be unused and in their original condition. Do not send an item back until we provide authorization and return instructions. Include your order number and reason for the return.
Return shipping
You pay return shipping for a change-of-mind return. If NELSA sent the wrong item, NELSA pays the return shipping. We will provide instructions before you return it.
Damaged, defective, or misrepresented items
Contact us as soon as possible, preferably within 48 hours of delivery, with your order number, a description of the problem, and clear photos of the item and packaging. Keep the item and packaging while we review the claim. The 48-hour preference does not automatically exclude a later report. NELSA is responsible when an item materially differs from its description. We will explain the appropriate return, replacement, or refund steps after review.
Final Sale
An item sold as Final Sale is not eligible for a change-of-mind return. Final Sale must be clearly disclosed before purchase. This includes items clearly marked Final Sale and applicable personalized, made-to-order, gift-card, or hygiene-sensitive items. Final Sale does not remove the wrong-item, damaged/defective, or material-misrepresentation review process or rights required by law.
Inspection and refunds
Authorized returns are inspected before a refund decision. Approved refunds go to the original payment method. Your payment provider determines when the credit appears. Contact us if you need help checking a refund.
Cancellations
Contact us promptly if you need to cancel or change an order. Cancellation is not guaranteed once fulfillment begins. If the order has already shipped, the applicable return process applies.
Lost or delivered-but-missing orders
If tracking says delivered but you cannot find the parcel, check the delivery location, household members, and building staff, then contact us with your order number. We will review tracking and work through a carrier investigation. A delivered scan does not automatically close your claim, and a report does not automatically establish a refund. We will explain the outcome based on the evidence and applicable rights.
Customer service
Email support@nelsajewelry.com for order, return, cancellation, or delivery help. We may retain reasonable evidence needed to investigate fraud or abuse. NELSA does not offer a separate written product warranty. Product issues are handled through this service policy and applicable consumer rights.