Refund policy

Returns & eligibility

All of our products are bespoke, made-to-order items, produced specifically according to the options selected at checkout.
For this reason, we cannot accept returns or offer refunds for change of mind, sizing issues, or incorrect selections made by the customer.

You may request a return only if your item is faulty, damaged, or incorrect.

To be eligible for a return due to fault:

You must contact us within 30 days of receiving your item
The item must be unused, unworn, and in the same condition as received
Original packaging, tags, and proof of purchase are required

To start a return, please contact us at help@nesojewelry.com with:

Your order number
A description of the issue
Clear photos showing the fault or damage

Returns sent without prior approval will not be accepted.

Faulty, damaged, or incorrect items

Please inspect your order upon delivery.
If your item is defective, damaged, or you have received the wrong item, you must contact us as soon as possible after delivery so we can assess the issue and provide a suitable resolution.

If the return is approved, we will provide instructions on how and where to send the item.

Neso Guarantee

Every Neso bracelet comes with a 2-year guarantee against any kind of manufacturer defect. While under guarantee, should you have any issues with your piece, please contact us at help@nesojewelry.com and we will offer a refund or replacement.

Exceptions / non-returnable items

In addition to bespoke and made-to-order items, we do not accept returns for:

Sale items
Gift cards

Delivery confirmation & lost parcels

We are not responsible for orders marked as delivered by the carrier. Claims for missing parcels must be submitted within 7 days of the delivery confirmation date.

Customers are responsible for ensuring that their shipping address is entered correctly at checkout. We are not responsible for delivery issues resulting from incorrect or incomplete addresses provided by the customer.

If an incorrect address is entered at checkout, please contact us immediately at help@nesojewelry.com. We will attempt to update the address if the order has not yet been dispatched. Orders returned to us due to incorrect addressing may require additional shipping fees to be re-sent.

Exchanges

As all products are bespoke, we do not offer direct exchanges.
If an item is approved for return due to fault, we may offer a replacement or refund at our discretion.

Sizing responsibility

Customers are responsible for selecting the correct size and specifications at checkout. We strongly recommend reviewing size guides before ordering.

Chargebacks & disputes

By placing an order, you agree to contact us first to resolve any issues before initiating a chargeback or payment dispute.

European Union – Right of withdrawal

If your order is shipped to the European Union, you normally have the right to cancel or return an order within 14 days.

However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalised, in accordance with EU consumer law.

As all our products are bespoke and made-to-order, EU cancellations or returns for change of mind or sizing are not accepted, except where the item is faulty or incorrect.