Frequently Asked Questions

Everything you need to know before you order. Can't find your answer? Get in touch — we respond within 2 hours.

Our Jewellery

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What are your pieces made from?

All our jewellery is crafted in solid 925 sterling silver, with an 18-carat gold plating option available on selected styles. Sterling silver is hypoallergenic, resistant to everyday water exposure, and will not tarnish over time.

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How do I choose the right birthstone?

Simply select the birth month of the person you're gifting. Each month corresponds to a unique stone with its own symbolic meaning. If you're unsure of the month, clear quartz is a beautiful universal choice that suits everyone.

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Will the engraving fade over time?

No. We use precision laser engraving — permanent, crisp and perfectly legible for ever. Unlike traditional mechanical engraving, it will not fade even after years of daily wear.

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Can I wear the necklace in the shower or at the beach?

Sterling silver is resistant to everyday water — shower, cooking, rain. We do recommend avoiding prolonged exposure to salt water or chemicals (perfume, lotions) directly on the piece, to preserve its shine at its best.

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What chain length should I choose?

Our necklaces come with an 18-inch chain adjustable to 16 inches, which suits the vast majority of necklines for a classic décolletage length. When in doubt, the standard length makes a perfect gift choice.

Orders & Payment

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How do I personalise my piece?

On the product page, select your options (stone, metal) then enter your engraving message in the dedicated field before adding to your basket. Our team will engrave your piece with care before dispatch.

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Can I change or cancel my order?

You have a 2-hour window after placing your order to contact us and request a change or cancellation. After this point, preparation has begun and the engraving can no longer be amended. Please reach out quickly at noovalyteam@gmail.com.

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Does the piece arrive gift-ready?

Absolutely. Every order arrives in a luxury gift box (velvet box with ribbon) alongside a romantic card with beautifully chosen words. No additional wrapping needed — you can hand it over just as it arrives.

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Is there a receipt or invoice in the parcel?

No — no receipt or pricing is included in the parcel, making it perfect as a gift. Your invoice is sent by email only. Ideal if you're shipping directly to the recipient.

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Which payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Klarna (buy now, pay later in 3 instalments). All transactions are SSL-secured and processed via Shopify Payments.

Delivery & Dispatch

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How long does delivery take?

Preparation and engraving: 1–2 working days. Then delivery:
🇬🇧 United Kingdom — 3–5 working days
🇪🇺 Europe — 5–8 working days
🌍 International — 7–14 working days

A tracking email is sent as soon as your parcel is dispatched.

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Is delivery free?

Yes — free delivery on all UK orders. International shipping costs are calculated at checkout based on your location.

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How do I track my order?

Once your parcel is dispatched, you'll receive an email with a tracking link. You can also track your order from your Noovaly account or via our Order Tracking page.

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What if my parcel hasn't arrived?

If your parcel is beyond its estimated delivery date, please contact us at noovalyteam@gmail.com with your order number. We'll investigate with the carrier and, if needed, resend your order or issue a full refund — no questions asked.

Returns & Guarantee

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What is your returns policy?

You have 30 days from receipt to return your item if it doesn't meet your expectations. The piece must be in its original condition, unworn and in its original packaging. Personalised or engraved jewellery is not eligible for return unless there is a manufacturing defect.

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How do I start a return or exchange?

Send us an email at noovalyteam@gmail.com with your order number and the reason for your return. We'll guide you through every step. Refunds are processed within 5–10 working days to your original payment method.

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What if my piece is faulty or damaged?

All our jewellery carries a 1-year guarantee against manufacturing defects. If your piece shows a fault on arrival or within the year, please contact us with photos at noovalyteam@gmail.com — we'll replace it or issue a full refund immediately, at no cost to you.

Couldn't find your answer?

Our team responds within 2 hours, 7 days a week.

Get in touch