Every piece ships with tracking, insurance, and signature confirmation. Here's exactly what to expect.
| Region | Courier | Delivery Time | Cost |
|---|---|---|---|
| North America | FedEx / DHL Express | 5–8 business days | Free over $500 |
| Europe & UK | FedEx / DHL Express | 6–9 business days | Free over $500 |
| Australia & NZ | DHL Express | 7–10 business days | Free over $500 |
| Middle East | DHL Express | 6–9 business days | Free over $500 |
| Asia Pacific | FedEx / DHL Express | 5–8 business days | Free over $500 |
| Rest of World | DHL Express | 7–10 business days | Calculated at checkout |
Tracking number sent immediately after pickup. Monitor your package every step.
Every shipment is insured for the full declared value. Lost or damaged = fully covered.
All deliveries require a signature. No packages left unattended on doorsteps.
Orders under $500: a flat shipping fee is calculated based on destination. You'll see the exact cost before confirming your order.
Processing time: ready-made items ship within 1–2 business days. Custom pieces ship after final QC and your photo approval. Production time varies by complexity — simple designs 7–10 days, moderate builds 10–18 days, complex pieces 18–30 days. We'll confirm your timeline during consultation.
Customs & duties: import taxes and customs duties vary by country and are the buyer's responsibility. We declare the full value of the piece on all shipping documents. If you have questions about your country's import thresholds, message us before ordering.
Ready-made / in-stock items: you have 7 calendar days from the delivery date to initiate a return. The piece must be unworn, undamaged, and in its original packaging. Return shipping is at your expense. Once we receive and inspect the piece, we issue a full refund to your original payment method (minus non-refundable payment processing fees, typically 3–4%). Refunds are processed within 5 business days of receiving the returned item.
Custom-made pieces: custom orders are created specifically for you and cannot be resold. For this reason, we cannot accept standard returns on custom work. However: we guarantee that your finished piece will match the 3D CAD design you approved. If it doesn't, we remake it at our cost. Our entire process — CAD review, production updates, final photo confirmation — is built to ensure you love the result before it ships.
Defective or damaged items: if you receive a piece with a manufacturing defect or shipping damage, contact us within 48 hours of delivery with photos. We'll arrange a free return and repair or replacement at our cost — including all shipping.
How to start a return: message us on WhatsApp or email. We'll provide a return authorization and the return shipping address. Do not ship anything back without contacting us first. Items returned without authorization may not be eligible for a refund.
Every NOVAE ATELIER piece includes lifetime complimentary maintenance: cleaning, polishing, and inspection. If a stone falls out due to a manufacturing defect or prong failure, we repair and replace the stone at no charge — including shipping both ways. This does not cover loss of the entire piece or damage from accidents (dropping, crushing, impact).
Need a size adjustment later? We'll resize your ring or bracelet at cost — no markup. You pay only for the materials and bench time required. Replating services are also available at cost for pieces showing normal wear over time.
Full warranty details on our Trust & Quality page.