FAQ

We accept all major credit cards and PayPal.

Don’t worry; all financial information is encrypted and safeguarded. Your data is safe with us, and we will never sell your information or share it with unauthorised parties. Please check our Privacy Policy and Terms and Conditions pages for more details.

We work hard to process all orders within 2-3 business days after being placed. Orders with engraving or made-to-order items ship within 15 business days to give our engravers and jewellers sufficient time to prepare your order.

Yes! All purchases are covered by a 2-year full warranty period and enjoy a lifetime warranty on fair wear and tear after the passing of the first two years. 

During the 2-year full warranty period, any accidental damage done to your jewelry will be fully covered, except for gemstone damage (such as scratched or lost stones). We will also cover any manufacturing defects, as well as the services listed in the paragraph below.

The lifetime warranty period starts two years after your purchase was made and covers jewelry maintenance and any damage caused by fair wear and tear. This includes:
- Repairing minor scratches and scuffs
- Inspection and maintenance
- Cleaning and polishing
- Prong tightening
- Replating

Please note that charges may be incurred after multiple repairs. Our warranty does not cover lost or damaged gemstones, theft, loss, breakage, negligence, abuse, unauthorised modifications, or ring resizing. Additionally, Nyrelle is not responsible to cover any shipping costs incurred to repair or replace the item. 

Contact us at customer support portal for any warranty-related inquiries.

We buy back any Nyrelle jewelry at 20% of the initial purchase price in exchange for store credit. Please note that you are responsible for the shipment fee when shipping your items to us. After receiving your unwanted items, we will credit your customer account accordingly. We will recycle your jewelry and convert it into new designs to be enjoyed again and again. Contact us at customer support portal to make use of our buyback programme.

We want our customers to shine in our jewelry with complete confidence. If, for any reason, you’re not completely satisfied with your purchase, we’ll be happy to offer a refund on any purchase for up to 30 days after your item was received.

Your item will have to be returned in its original condition with the pink pouch in which it was received to be eligible for a refund. 

Please note that engraved pieces, custom pieces, pieces that were purchased at a discounted price or rings made outside the EU47-57 range are final and no returns or refunds will be accepted.

Please note that all fine jewelry purchased at a discounted price during promotions are not eligible for returns and refunds. If the promotion is still ongoing, you may exchange your product with another in stock item for the same discounted price. However, if the promotion has ended, you may exchange your product for another in stock or made to order item and you will incur the difference in product price. 

You may create a new ticket and please state the pieces you want to return to start the returns process. After receiving your return request, we’ll verify your eligibility for returns and send you the return address upon approval.

Nyrelle will not be responsible to bear the cost of shipping the item(s). You’re free to use any carrier of your choice. We do recommend using a carrier that offers tracking options to ensure your package reaches us. All orders will have to be shipped back to us within 30 days of receipt of your order.

Please send us your shipment receipt after sending out your parcel.

You will receive a refund to your payment method after we have received and approved your return. Please note that we are unable to refund the original shipping charges (if any).

Our customers from the following countries have the option to leave their package in our designated shipping company: United States, Australia and Singapore

If you want to return any jewelry, simply visit our Returns Centre, and your return request will be taken care of within 24-48 hours. After receiving your return request, we will verify your eligibility of return and send you further instructions. Look out for an email from us with all the details on how to proceed. 

Please note that US$10 will be deducted from the amount refunded if you use our designated shipping company; for cases of change of mind or exchange. You will receive a refund to your payment method after we have received and approved your return.

We accept exchanges for in-stock within 30 days. Contact us at our customer support portal on any exchange enquiries.

Items eligible for exchange must be in original packaging and same condition in which it was received in. Please note that sales of engraved pieces, custom pieces, or rings made outside the EU47-57 range are final and no exchange will be accepted.

The cost of the return shipping will be at your own expense, and you’re free to use a carrier of your choice. We do recommend using a carrier that offers tracking options to ensure your package reaches us. All returns will have to be shipped back to us within 30 days of receipt of your order. Please email us your shipment receipt after sending out the parcel.

You can edit your order details within 1 hour after placing the order, or you may cancel the order before it is shipped out by calling us on +852 2853 1162. If you miss the deadline, you may return the order within 30 days of receipt. Please keep in mind that we’re not able to cancel orders that include engraved items as they are immediately processed.

Some of our 9-karat solid gold jewelry can be upgraded to 18-karat solid gold for a little extra luxury, or vice versa. When a product is labelled as made-to-order, it is either sold out or we do not hold it in our inventory. Our master jewellers will create the item especially for you when you backorder something. All made-to-order pieces ship within 15 business days to give our jewellers sufficient time to complete your order.

If you place an order that contains both in-stock and made-to-order products, we will wait for all products to be ready before shipping your order to you. This can take up to 15 business days. We do not ship items separately to reduce waste and lower our environmental footprint.

Orders with engraved items ship within 15 business days to give our jewellers sufficient time to prepare your order.

Some of our items can be engraved, as indicated on the product page. The number of characters that can be engraved varies per product, so please check the individual product pages for more detailed information on the engraving.

Check out our Size Guide page for step-by-step instructions on how to find your Nyrelle ring and bracelet size.

We offer worldwide express shipping to the following destinations:

North America: United States, Canada, Mexico
Europe: United Kingdom, Ireland, France, Germany, Norway, Sweden, Denmark, Finland, Iceland, Belgium, The Netherlands, Luxembourg, Italy, Vatican City, Spain, Portugal, Switzerland, Liechtenstein, Austria, Monaco, San Marino, Greece, Croatia
Oceania: Australia, New Zealand
Asia: Hong Kong, Singapore, Japan, South Korea, Macau, Taiwan, Malaysia, Thailand, Philippines, Vietnam, Cambodia, Indonesia

Please note that we don’t ship to P.O. boxes and parcel lockers.

We ship out all ready-to-ship orders within 2-3 business days, or 15 business days if your order contains engraved or made-to-order products.
 After dispatch, your order will be delivered within 3-7 business days.

Please refer to our shipping table.

We ship all orders from Hong Kong.

You will receive a shipment confirmation email from us containing a tracking code shortly after your order is processed. You may track your shipment on our logistic partner’s website.

No! We cover the duties and taxes for all purchases, so you won’t have to worry about incurring any unexpected costs.

We’ve searched far and wide for the highest quality and most responsibly-sourced materials. Our fine jewelry is handcrafted in either 9-karat or 18-karat solid gold, or gold vermeil made with Fairtrade 925 sterling silver. Our solid gold is 100% recycled or sourced following Fairtrade standards. We finish our jewelry with eye-clean and colorless diamonds, certified conflict-free following the Kimberley Process Certification Scheme, and ethically-sourced natural gemstones. Interested in learning more about each of these materials? Visit our Materials page for more details.

Yes! We exclusively work with conflict-free diamonds. All of our diamonds are Kimberley Process certified to be 100% sure that they do not fund violence.

The Kimberley Process Certification Scheme (KPCS) was founded in 2003. Its mission is to prevent conflict diamonds from entering the global market by regulating the trade of rough diamonds. The KPCS promotes transparency within the industry and fosters collaboration between its members, NGOs, and the UN. The Kimberley Process has been successful in its mission: its participants have already prevented 99.8% of the global trade in conflict diamonds. The scheme is pushing towards 100% by working on developing innovative new measures and expanding its network of member states.

We believe fine jewelry should be worn and enjoyed every single day. The jewlery we sell requires very little care, as it’s crafted out of only the highest quality materials. Yet, there are things you can do to keep your jewelry pieces looking shiny and new.

Gold and gemstone jewelry
You can clean your solid gold and gemstone jewelry at home with warm water and detergent-free soap. Soak your jewelry in the water one at a time, and use a soft, clean, lint-free cloth or an old toothbrush to gently rub each piece. Use a paper towel to thoroughly dry your pieces after cleaning.

Vermeil jewelry
Vermeil jewelry consists of a thick (5 microns) layer of 18K solid gold plated over a base of 925 sterling silver. As silver is sensitive to water, vermeil jewelry cannot be cleaned in the same way solid gold jewelry can. Gently buff your vermeil pieces with a lint-free cloth to polish them. While your vermeil can get wet, make sure to thoroughly dry it after.

Pearl jewelry
Pearls are susceptible to scratching, so make sure to handle your pearl jewelry with extra care. Wipe your pearls with a soft cloth after every wear to get rid of oil build up. If you see stains on your pearls, use a damp cleaning cloth to gently wipe them and make sure to air dry them after. Never submerge your pearls in water.

Yes! We offer digital gift cards in different values to suit all budgets: US$50, US$100, and US$200. You may purchase a gift card here. The gift card will be sent to the recipient’s email address immediately after your payment is received.

On our website, proceed through the checkout process as usual, but when asked for your payment method, enter your unique gift card number in the field labelled ‘Gift card or discount code’. The total for your purchase, plus any tax and shipping fees, will then be deducted from the value of the gift card. If you want to make a purchase valued higher than your gift card value, you can use a credit card to make up the difference.

Nope! Our gift cards don’t have an expiration date.

Sorry, we’re unable to transfer your store credit to a different account.