FAQ

HOW LONG DOES DELIVERY TAKE?

Once your order has been dispatched from our studio, delivery times are as below:

Domestic orders: Up to 14 days

International orders: Up to 35 days

*Any delivery delays will be sent via email once your order has been processed.

CAN I PICK UP MY ORDER?

Unfortunately due to safety reasons, we are unable to allow public access to our studio.

DO YOU OFFER FREE SHIPPING?

From time to time, we hold free shipping days, so sign up to our newsletter to be the first to hear about our promotions.

CAN I TRACK MY ORDER?

Yes, once your order has been dispatched we will send through your tracking number via email.

CAN I CHANGE/CANCEL MY ORDER ONCE PLACED?

As we work hard to get your order out to you as soon as possible, we are not able to make any changes once your order has been placed, nor can we cancel orders.

You can return your items once you have received your order, simply contact us via email to info@natalieness.com for a Return Authorisation number.

CAN MY PARCEL BE REDIRECTED?

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be there to receive the package or it is safe to leave unattended.

CAN I SELECT EXPRESS SHIPPING?

We do not currently offer express shipping.

DO YOU ONLY STOCK ONLINE?

We currently sell exclusively online and at our Rocks Market stall. We are not able to offer collection from our stall unless organised prior to the order being placed with NATALIE NESS. We cannot guarantee availability of additional stock at our Rocks Market stall, as we have separate inventory stocks.

IS THERE SOMEWHERE I CAN VIEW AND TRY ON NATALIE NESS JEWELLERY BEFORE PURCHASING ONLINE?

We cannot guarantee the same stock will be available at our Rocks Market stall, however we have an extensive range that you would be able to view and try on. Please contact NATALIE NESS directly at info@natalieness.com to double check we will be trading on the particular weekend you plan on visiting the market. We have a fantastic gallery of examples customers have designed you can view on our facebook page: www.facebook.com/natalie.ness

WHAT IF AN ITEM IS SOLD OUT ONLINE?

Please contact us directly at: info@natalieness.com  for additional availability or to be added to a waitlist for a particular item.

CAN I PLACE AN ORDER ON A SOLD OUT ITEM?

Yes, you can, and you may contact us at any time to find out the availability of an item and how long until it is back in stock. We can contact you once the item is back in stock. 

WHAT ARE THE BENEFITS OF CREATING AN ACCOUNT & SIGNING UP TO THE NEWSLETTER?

By creating an account with us, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account, create a wish list and be the first to know about promotions, sales, and new collection launches.

ARE YOU ABLE TO CUSTOMISE MY ORDER?

As detachable clasps and hinged jump rings are provided with each pendant, charm and stone, we are not able to assemble the piece for you. But that's all part of the fun! We do however manufacture all the intricate beadwork on our chains and earrings so they are ready to add other components onto. We are not able to create custom coloured chains and additional stones to what is currently in our online boutique.

ARE YOU ABLE TO ADJUST A SIZE OF A BRACELET OR NECKLACE CHAIN LENGTH?

As the nature of our products are very hand made and intricate in detail, we are not able to change the size of your piece. We also provide availability of different lengths and sizes for each product so be sure to measure your wrist and consider carefully your choice of chain length prior to order, as we do not offer a refund for wrong choice of size.

CAN I RETURN MY ORDER?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

*Please note that we do not offer returns on sale pieces unless they are deemed faulty.

CAN I RETURN PURCHASED PIECES ONLINE TO A STOCKIST OR THE NATALIE NESS MARKET STALL?

Please contact NATALIE NESS directly at info@natalieness.com before attempting to return an item to our stall or stockists.

DO YOU REPAIR PIECES?

Yes; depending on what’s happened to your piece, we may be able to repair this.  

A guideline for what we can repair:

  • If a stone has fallen out and has not been lost
  • Broken chain
  • Broken jump rings or charms.

Please send through the order/receipt details, and a photo of the piece to info@natalieness.com so we can assess this for you.

CAN I PURCHASE A GIFT CARD?

We currently do not offer gift cards.

HOW DO I USE A PROMOTIONAL CARD?

Simply copy and paste into the Promotional Code field at checkout. Only one promotional code can be used per transaction, and cannot be used in conjunction with any other promotions or offers.

*Please be sure to read all conditions and expiry details for each promotion.

 

 


 

 

 

 



 

 

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