Frequently Asked Questions
Everything you need to know before ordering. Got a question? Write to us — we'll reply in less than 24 hours.
The jewel
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What are your jewels made of?
What are your jewels made of?
All our jewelry is made of genuine 925 sterling silver, with an 18k gold-plated option depending on the model. 925 silver is hypoallergenic, resistant to everyday water, and does not tarnish over time.
How to choose the right birthstone?
How to choose the right birthstone?
Simply select the birth month of the person you are giving the jewelry to. Each month corresponds to a unique stone with its own symbolic meaning. If you don't know the month, clear quartz is suitable for everyone.
Does engraving fade over time?
Does engraving fade over time?
No. We use precision laser engraving — permanent, sharp, and perfectly legible forever. Unlike traditional mechanical engraving, it does not fade even after years of daily wear.
Can I wear the necklace in the shower or in the sea?
Can I wear the necklace in the shower or in the sea?
925 sterling silver is resistant to everyday water exposure — showers, cooking, rain. However, we do not recommend prolonged exposure to seawater or chemicals (perfumes, creams) directly on the jewelry, to preserve its optimal shine.
What chain length should I choose?
What chain length should I choose?
Our necklaces come with a 45 cm chain adjustable to 40 cm, which suits the vast majority of body types for wearing at cleavage level. If you have any doubts, the standard length is perfect for a gift.
Order & payment
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How do I customize my jewelry?
How do I customize my jewelry?
On the product page, select your options (stone, metal) then enter your engraving message in the dedicated field before adding to your cart. Our team will engrave it carefully before shipping.
Can I modify or cancel my order?
Can I modify or cancel my order?
You have 2 hours after placing your order to contact us and request a modification or cancellation. After this period, preparation begins and it is no longer possible to modify the engraving. Please contact us promptly at support@noovaly.com.
Is the jewelry gift-ready?
Is the jewelry gift-ready?
Yes, absolutely. Each order is delivered in a luxury gift box (velvet box + ribbon) with a romantic card whose words have been carefully chosen. No additional packaging is necessary – you can give it directly upon receipt.
Is there a receipt or an invoice in the package?
Is there a receipt or an invoice in the package?
No, there is no receipt or price in the package — ideal for a gift. The invoice is sent to you only by email. Perfect if you are sending directly from our store.
What payment methods do you accept?
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Klarna (3 interest-free installments). All transactions are secured with SSL protocol and processed via Shopify Payments.
Delivery & Tracking
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What are the delivery times?
What are the delivery times?
Preparation and engraving: 1 to 2 working days. Delivery then:
🇫🇷 Metropolitan France – 4 to 7 working days
🇧🇪 Belgium & Luxembourg – 5 to 8 working days
🇨🇭 Switzerland – 6 to 9 working days
A tracking email with a tracking number will be sent to you upon shipment.
Is delivery free?
Is delivery free?
Yes — free delivery from 30€ of purchase to France, Belgium, Luxembourg and Switzerland. Below this amount, shipping costs apply depending on your country.
How do I track my order?
How do I track my order?
Once your package has been shipped, you will receive an email with a tracking link. You can also track your order from your Noovaly customer account, or via our Order Tracking page.
What should I do if my package hasn't arrived?
What should I do if my package hasn't arrived?
If your package exceeds the estimated delivery time, please contact us at support@noovaly.com with your order number. We will investigate with the carrier and, if necessary, resend the package or issue a full refund — no questions asked.
Returns & warranty
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What is your return policy?
What is your return policy?
You have 30 days from the date of receipt to return your item if it does not suit you. The product must be in its original condition, unworn, and in its packaging. Engraved jewelry made to order is not eligible for return unless there is a manufacturing defect.
How do I initiate a return or exchange?
How do I initiate a return or exchange?
Contact us by e-mail at support@noovaly.com with your order number and the reason for the return. We will guide you step by step. The refund will be issued within 5 to 10 business days to your original payment method.
What should I do if my jewelry is defective or damaged?
What should I do if my jewelry is defective or damaged?
Our jewelry is guaranteed for 1 year against manufacturing defects. If your jewelry has a defect upon receipt or within the following year, contact us with photos at support@noovaly.com — we will replace it or refund you immediately, free of charge.
Still haven't found your answer?
Our team will get back to you in less than 24 hours, 7 days a week.