Refund policy


Return & Refund Policy

At Nawol, your satisfaction is our top priority. As all our pieces are made-to-order and handcrafted, we kindly ask for your understanding regarding the following return and refund policy.

Order Cancellation
All items are custom-made and can only be canceled on the same day the order is placed.
Once production begins, cancellations or refunds are no longer possible.

Returns & Exchanges
You may request a return or exchange within 30 days of receiving your order.
Requests made after 30 days cannot be accepted.
Due to the nature of custom-made products, returns or exchanges for change of mind are not available.
Returns and exchanges are only accepted in cases of defects or incorrect items.
If a defect is confirmed, we will cover the return shipping costs.
Please contact us at nawoljewelry@gmail.com for assistance.

Defect Criteria (Eligible for Return/Exchange)

  • Major scratches, warping, or asymmetry in the metal

  • Malfunction or damage of components (e.g., broken clasp)

  • Loose gemstone or pearl settings

  • Wrong item received

Not Considered Defects (Not Eligible for Return/Exchange)

  • Natural inclusions or slight color variations in gemstones, pearls, or mother-of-pearl

  • Subtle shape or color differences due to handmade characteristics

  • Natural surface textures formed during casting or finishing

Shipping & Customs
All purchases include free international shipping via DHL.
However, shipping costs, taxes, and duties for returns, exchanges, or repairs are the customer’s responsibility.
In the case of defective or incorrect items, return shipping costs will be covered by us.

Repairs
We offer repair services for items such as clasp replacement, chain adjustment, and gemstone resetting.
Please contact us at nawoljewelry@gmail.com with your request.
Repair fees vary depending on the case and will be quoted in advance.
All shipping and customs charges for repairs are the customer's responsibility.

International Shipping
Delivery usually takes 4–9 business days depending on the region.
Please allow 2 weeks for production and a total of 3–4 weeks for delivery.
All orders include a tracking number.

Refund Process
Once we receive and inspect your returned item, we will notify you of the refund status.
If approved, a refund will be issued to your original payment method within 20 business days.
Refund processing time may vary depending on your bank or payment provider.
If it takes longer than 25 days, please contact us.

Customer Support
Business hours: Mon–Fri, 10:00 AM – 6:00 PM (excluding holidays)
Typical response time: within 1–4 business days
📩 nawoljewelry@gmail.com