Shipping Policy
Shipping Policy
Nerenova – Worldwide Jewelry Delivery
Last Updated: November 2025
At Nerenova, we're committed to delivering your jewelry safely and efficiently, no matter where you are in the world. This Shipping Policy outlines everything you need to know about our delivery process.
1. Shipping Coverage
1.1 Worldwide Delivery
We offer free worldwide shipping to over 200 countries and territories. Whether you're in London, New York, Sydney, or Tokyo, we'll deliver your jewelry to your doorstep at no additional cost.
1.2 Restricted Locations
Due to logistical constraints or international regulations, we may be unable to ship to certain remote areas, military bases (APO/FPO addresses), or regions with shipping restrictions. If we cannot deliver to your location, you will be notified during checkout or shortly after placing your order.
1.3 P.O. Boxes
We can ship to P.O. Boxes in most countries. However, we recommend providing a physical street address when possible to ensure the fastest delivery and enable signature requirements for high-value orders.
2. Processing Time
2.1 Standard Processing
Orders are typically processed and prepared for shipment within 1-3 business days after payment confirmation. Business days are Monday through Friday, excluding public holidays.
2.2 Custom/Personalized Items
Products requiring customization (engravings, names, photos, etc.) may require additional processing time of 3-5 business days. The estimated processing time will be clearly displayed on the product page and during checkout.
2.3 High-Volume Periods
During peak seasons (Valentine's Day, Mother's Day, Christmas, Black Friday, etc.), processing times may be extended by 1-2 additional business days due to high order volumes. We'll notify you of any delays via email.
2.4 Order Confirmation
Once your order is placed, you'll receive an order confirmation email immediately. This confirms we've received your order and payment. A separate shipping confirmation email with tracking information will be sent once your package is dispatched.
3. Delivery Timeframes
Delivery times are estimates from the date of dispatch and may vary based on destination, customs clearance, and local postal service efficiency.
3.1 United Kingdom
- Standard Delivery: 2-5 business days
- Tracked & Signed: Available for all orders
3.2 European Union
- Western Europe (France, Germany, Netherlands, Belgium, etc.): 3-7 business days
- Southern Europe (Spain, Italy, Portugal, Greece, etc.): 5-9 business days
- Eastern Europe (Poland, Czech Republic, Romania, etc.): 6-10 business days
- Scandinavia (Sweden, Norway, Denmark, Finland): 4-8 business days
3.3 North America
- USA: 5-10 business days
- Canada: 6-12 business days
- Mexico: 8-15 business days
3.4 Asia-Pacific
- Australia: 7-14 business days
- New Zealand: 8-15 business days
- Japan, South Korea, Singapore: 6-12 business days
- China, India, Thailand, Philippines: 8-16 business days
- Middle East (UAE, Saudi Arabia, Qatar, etc.): 7-14 business days
3.5 Rest of World
- South America: 10-20 business days
- Africa: 10-25 business days
- Other regions: 10-20 business days
Important Note: These are estimated timeframes and not guaranteed delivery dates. Delays may occur due to customs processing, extreme weather, public holidays, or unforeseen circumstances beyond our control.
4. Shipping Methods & Carriers
4.1 Trusted Partners
We work with internationally recognized shipping carriers to ensure safe and reliable delivery:
- Royal Mail (UK)
- DHL Express (International)
- USPS (USA)
- PostNL (Netherlands & EU)
- Australia Post (Australia)
- Local postal services in other regions
The specific carrier used depends on your delivery destination and will be selected to provide the best combination of speed, reliability, and cost-effectiveness.
4.2 Tracking Information
All orders include tracking numbers. You'll receive tracking information via email once your order ships. You can monitor your package's journey through the carrier's website or tracking portal.
4.3 Signature on Delivery
For high-value orders (typically over £100/€120/$150), we may require a signature upon delivery for added security. If you won't be available to sign, the carrier will typically leave a collection notice with instructions for redelivery or pickup at a local depot.
5. Shipping Costs
5.1 Free Worldwide Shipping
We offer FREE standard shipping to all destinations worldwide. There are no hidden fees or minimum order requirements – every order qualifies for free delivery.
5.2 Express/Expedited Shipping
For customers who need their jewelry urgently, we offer expedited shipping options at checkout (where available):
- Express Shipping (2-4 business days): £15.99 / €18.99 / $19.99
- Priority Express (1-2 business days, UK only): £24.99
Express shipping availability and pricing vary by destination. Expedited options will be displayed at checkout if available for your location.
6. Order Tracking
6.1 How to Track Your Order
Once your order ships, you'll receive a shipping confirmation email containing:
- Your tracking number
- A direct link to track your package
- Expected delivery timeframe
You can also track your order by:
- Logging into your Nerenova account
- Visiting the "Order History" section
- Clicking "Track Order" next to your purchase
6.2 Tracking Updates
Tracking information is typically updated within 24-48 hours of dispatch. During transit, you'll see updates such as:
- "Package in transit"
- "Out for delivery"
- "Delivered"
If tracking hasn't updated in 3-4 days, this may indicate your package is in customs or awaiting the next scan point. Please allow time for updates before contacting us.
6.3 Lost Tracking Number
If you've misplaced your tracking number, please contact our customer service team at [Email Address] with your order number, and we'll resend it promptly.
7. Delivery Issues
7.1 Failed Delivery Attempts
If delivery cannot be completed because:
- No one was available to receive the package
- Access to the property was restricted
- Signature was required but no one could sign
The carrier will leave a notice with instructions. You typically have options to:
- Schedule a redelivery
- Pick up from a local post office or depot
- Authorize delivery without signature (carrier-dependent)
Important: Packages not collected within the carrier's holding period (usually 7-14 days) will be returned to us. You may be responsible for reshipping costs if you wish to have the order resent.
7.2 Incorrect Address
Please ensure your shipping address is complete and accurate when ordering. We are not responsible for packages delivered to incorrect addresses provided by the customer.
If you realize there's an error in your address immediately after ordering, contact us right away at [Email Address]. If the order hasn't shipped yet, we can update the address. Once shipped, address changes are typically not possible.
7.3 Missing or Stolen Packages
If tracking shows your package was delivered but you haven't received it:
- Check with neighbors – Sometimes carriers deliver to a neighbor if you're not home
- Check safe places – Drivers may leave packages in a safe location (porch, garage, mailroom)
- Verify the address – Confirm the delivery address matches where you expected delivery
- Contact the carrier – They may have additional delivery details
If your package is confirmed lost or stolen, please contact us within 7 days of the delivery date. We'll work with the carrier to investigate and, where appropriate, send a replacement or issue a refund.
7.4 Damaged Packages
If your package arrives damaged:
- Take photos of the outer packaging and any damage to the jewelry
- Do not discard the packaging – we may need it for a carrier claim
- Contact us immediately at [Email Address] with photos and your order number
We'll arrange for a replacement to be sent or process a full refund, depending on your preference and product availability.
8. Customs, Duties & Taxes
8.1 International Shipments
For orders shipped outside the UK/EU, you may be subject to import duties, customs fees, VAT, or other taxes imposed by your country's customs authorities.
Important: These charges are not included in your order total and are not collected by Nerenova. They are the responsibility of the customer and must be paid directly to the courier or customs authority upon delivery or clearance.
8.2 Customs Declarations
We declare all shipments accurately and in compliance with international shipping regulations. We cannot mark items as "gifts" or undervalue packages to help you avoid customs fees, as this is illegal and may result in package seizure or delays.
8.3 Customs Delays
Customs processing times vary significantly by country and cannot be predicted. Some countries may hold packages for inspection for several days or weeks. These delays are beyond our control.
If your package is held in customs for an extended period, we recommend:
- Contacting your local customs office for status updates
- Ensuring any required paperwork or payments are completed promptly
8.4 Refused Shipments
If you refuse a shipment to avoid paying customs fees, the package will be returned to us. In such cases:
- You will not receive a full refund
- Return shipping costs and any restocking fees may be deducted from your refund
- You may be charged for the original shipping cost if it was a paid expedited service
We encourage you to research your country's import policies before ordering to avoid unexpected charges.
9. Multiple Items & Split Shipments
9.1 Combined Shipping
When you order multiple items, we typically ship them together in one package when possible to ensure they arrive at the same time and minimize environmental impact.
9.2 Split Shipments
In some cases, we may ship items separately if:
- Products are stored in different warehouses
- Some items are ready before others (e.g., custom items)
- Shipping separately ensures faster delivery
No additional cost: Split shipments do not incur extra shipping charges. Each package will have its own tracking number, and you'll be notified when each shipment is dispatched.
10. Order Modifications & Cancellations
10.1 Before Shipping
If you need to modify or cancel your order, please contact us immediately at [Email Address] with your order number.
- Within 2 hours of ordering: We can usually modify or cancel without issue
- After 2 hours: We'll do our best, but if your order is already being processed or has shipped, changes may not be possible
10.2 After Shipping
Once an order has shipped, it cannot be canceled or modified. You'll need to wait to receive the package and then initiate a return if needed (subject to our Return Policy).
10.3 Change of Delivery Address
If you need to change the delivery address after shipping:
- Contact the carrier directly using your tracking number – they may be able to redirect the package
- Contact us, and we'll assist where possible, though success depends on carrier policies and package location
11. Undeliverable Packages
11.1 Returned to Sender
Packages may be returned to us if:
- Multiple delivery attempts failed
- The address is incorrect or incomplete
- Customs clearance was not possible
- The package was refused by the recipient
- It was unclaimed after the holding period
11.2 Refund Process
When a package is returned to us:
- We'll inspect it upon receipt
- If the package and contents are in resalable condition, we'll issue a refund minus any return shipping costs incurred
- If you want the order reshipped, you may need to pay for shipping costs (even if original shipping was free)
11.3 Timeframe
Returned packages can take 2-6 weeks to make their way back to us, depending on the country. Refunds will be processed within 5-7 business days after we receive and inspect the returned items.
12. Lost Packages
12.1 Definition
A package is considered lost if:
- Tracking shows no updates for more than 20 business days (international) or 10 business days (domestic)
- The carrier confirms the package is lost
- The estimated delivery window has passed significantly with no updates
12.2 Claims Process
If you believe your package is lost:
- Contact us at [Email Address] with your order number and tracking information
- Allow investigation time – We'll work with the carrier (typically takes 5-10 business days)
-
Resolution – Once confirmed lost, we'll either:
- Send a replacement at no charge, or
- Issue a full refund including shipping costs
12.3 Timing
Please allow sufficient time before reporting a package as lost. International shipments in particular can experience tracking gaps of 5-10 days, especially during customs processing.
13. Holiday & Peak Season Shipping
13.1 Extended Processing Times
During major holidays and sales events (Black Friday, Christmas, Valentine's Day, Mother's Day), both processing and delivery times may be extended due to:
- Increased order volumes
- Carrier capacity constraints
- Customs backlogs
We recommend ordering early during these periods to ensure timely delivery.
13.2 Order by Dates
We'll publish "Order By" dates on our website for major holidays to help you plan:
- Standard Shipping: Order by [Date] for delivery before [Holiday]
- Express Shipping: Order by [Date] for delivery before [Holiday]
These are estimates only and cannot be guaranteed due to factors beyond our control.
13.3 No Guaranteed Delivery Dates
While we provide estimated timeframes, we cannot guarantee delivery by a specific date. We are not liable for delays caused by carriers, customs, weather, or other circumstances beyond our control.
If you need jewelry for a specific occasion, we recommend:
- Ordering well in advance (at least 2-3 weeks for international, 1 week for domestic)
- Choosing express shipping if available
- Contacting us to check processing times before ordering
14. Re-shipping & Additional Shipping Charges
14.1 When Re-shipping Fees Apply
You may be charged for re-shipping if:
- The package was returned due to an incorrect address you provided
- You refused delivery
- You failed to collect the package within the carrier's holding period
- You requested a change of address after shipping (carrier-dependent)
14.2 Re-shipping Cost
Re-shipping costs are calculated based on:
- Destination country
- Package weight and dimensions
- Shipping method selected
We'll provide a quote before processing any re-shipment.
15. Environmental Commitment
15.1 Sustainable Packaging
We're committed to reducing our environmental impact. Our packaging uses:
- Recyclable materials wherever possible
- Minimal plastic (only where necessary for product protection)
- Compact sizing to reduce shipping volume and emissions
15.2 Carbon-Neutral Shipping
We partner with carriers that offer carbon-neutral shipping options and are actively working to offset the environmental impact of our deliveries.
Please recycle all packaging materials responsibly.
16. Insurance
16.1 Coverage
All shipments are insured against loss or damage during transit at no additional cost to you. This coverage is included in our free shipping service.
16.2 Claims
If your package is lost or arrives damaged, we handle all insurance claims with the carrier. You don't need to file anything – simply contact our customer service team, and we'll take care of everything.
17. Contact & Support
17.1 Shipping Questions
If you have questions about shipping, tracking, or delivery, please contact us:
Email: [Shipping Email Address]
Phone: [Phone Number]
Live Chat: Available on our website Monday-Friday, 9 AM - 5 PM GMT
17.2 Response Time
We typically respond to shipping inquiries within 24 hours during business days. During peak periods, response times may be slightly longer, but we'll get back to you as quickly as possible.
17.3 Before Contacting About Delays
Please check:
- Estimated delivery timeframe – Your package may still be within the normal delivery window
- Tracking updates – The latest status may provide clarity
- Spam/junk folder – Shipping notifications may have been filtered
If the delivery timeframe has significantly passed or you have concerns, we're here to help!
Summary: Quick Shipping Facts
✅ FREE worldwide shipping on all orders
✅ 1-3 business days processing time
✅ Tracked delivery with every order
✅ Secure packaging to protect your jewelry
✅ Insurance included against loss or damage
✅ Responsive support for any shipping questions
Thank you for choosing Nerenova. We're committed to getting your beautiful jewelry to you safely and efficiently, wherever you are in the world!