Shipping Policy

Processing Time

Orders are processed within 1–3 business days (excluding weekends and bank holidays).

Once processed, production of your bespoke piece will begin. Any changes to your chosen design must be confirmed prior to production starting. Once production has started we cannot guarantee any changes to your design can be met. 

Order updates can be requested by emailing us at help@nesojewelry.com, or through our stores order status tracker. We aim to respond to all emails within 48 hours.

Once dispatched, an order is considered fulfilled and in the hands of the selected carrier. You will receive a shipping confirmation once your order has been sent.

Estimated Delivery Timeframes

Worldwide: 28 Days (21 days for production, plus up to 7 days for shipping)

Delivery timeframes are estimates only and are not guaranteed unless an express guaranteed service has been selected. Delays caused by postal carriers, customs processing, weather, or other circumstances outside our control are not our responsibility.

Address Accuracy & Changes

Customers are responsible for ensuring the shipping address entered at checkout is complete and accurate.

Address changes can only be made before dispatch. Once an order has been shipped, we are unable to amend, redirect, or cancel the shipment.

Orders shipped to the address provided at checkout are considered correctly fulfilled. We are not responsible for delivery issues arising from incorrect or incomplete address details supplied by the customer.

If a change of address is requested after dispatch:

• A replacement shipment can be arranged (additional shipping fees apply), or

• The order can be re-shipped once it is returned to us (return-to-sender).

Failed Delivery & Return to Sender

If a parcel is returned due to:

• Incorrect or incomplete address

• Failed delivery attempts

• Recipient unavailable or no longer residing at the address

We can re-ship the item (shipping fee required) or issue a refund minus original shipping costs.

Lost or Missing Parcels

If tracking shows no movement or a parcel appears delayed, we will open an investigation with the carrier.

Carrier investigations may take 7–14 business days (or longer for international services) before a parcel can be formally declared lost.

If the parcel is confirmed lost by the carrier, a replacement or refund will be issued.

International Orders & Customs

International deliveries may be subject to customs processing, inspections, or delays outside our control.

Any duties, taxes, or import charges imposed by the destination country are the responsibility of the recipient unless otherwise stated.

We are not responsible for delays caused by customs authorities or local postal services.

Delivery Issues

If your order is marked as delivered but has not been received, you must notify us within 7 days of the delivery date so we can investigate with the carrier.

If tracking shows a parcel as delivered but it cannot be located, the recipient must:

• Check with household members and neighbours

• Check any safe places or delivery locations

• Contact their local delivery office

We will open an investigation with the carrier where appropriate. Carrier investigations may take several business days to complete.

We are not responsible for parcels confirmed as delivered to the address provided at checkout. However, we will assist in resolving the issue where possible.