We’re here to help Browse our most asked question.
How fast are orders processed?
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.
Does my purchase come with a warranty?
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 jewellery 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 jewellery 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
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.
Contact us at email@example.com for any warranty-related inquiries.
How does your lifetime buyback programme work?
We buy back any Nyssa jewellery 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 jewellery and convert it into new designs to be enjoyed again and again. Contact us at firstname.lastname@example.org to make use of our buyback programme.
What is your return and refund policy?
We want our customers to shine in our jewellery 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.
All jewellery pieces, including made-to-order, are eligible for return and a full refund. Your item will have to be returned in its original condition and packaging (pink pouch and pink box included) in which it was received to be eligible for a refund. Please note that sales of engraved pieces, custom pieces, or rings made outside the EU47-57 range are final and no returns will be accepted.
You may visit https://www.nyssajewellery.com/a/returns and select the piece(s) 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.
The cost of the return shipping will be your responsibility, 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 safely. 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 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).
Where do you ship to?
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.
How long will it take for my order to arrive?
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.
How much is the shipping fee?
Free shipping on orders valued above US$200. We charge a US$25 shipping fee for orders that do not meet the minimum amount.
USA: Free shipping on orders valued above US$100. We charge a US$15 shipping fee for orders that do not meet the minimum amount.
Canada: Free shipping on orders valued above US$200. We charge a US$20 shipping fee for orders that do not meet the minimum amount.
Mexico: Free shipping on orders valued above US$200. We charge a US$30 shipping fee for orders that do not meet the minimum amount.
Australia & New Zealand
Free shipping on orders valued above US$200. We charge a US$20 shipping fee for orders that do not meet the minimum amount.
Hong Kong SAR: Free shipping on all orders.
Singapore/Malaysia: Free shipping on orders valued above US$100. We charge a US$15 shipping fee for orders that do not meet the minimum amount.
Philippines: Free shipping on orders valued above US$200. We charge a US$20 shipping fee for orders that do not meet the minimum amount.
Taiwan/South Korea: Free shipping on orders valued above US$150. We charge a US$15 shipping fee for orders that do not meet the minimum amount.
Thailand: Free shipping on orders valued above US$200. We charge a US$15 shipping fee for orders that do not meet the minimum amount.
Cambodia: Free shipping on orders valued above US$200. We charge a US$25 shipping fee for orders that do not meet the minimum amount.
Indonesia/Vietnam: Free shipping on orders valued above US$250. We charge a US$30 shipping fee for orders that do not meet the minimum amount.
Where does my order ship from?
We ship all orders from Hong Kong.
Do I have to pay international shipment duties and taxes?
No! We cover the duties and taxes for all purchases, so you won’t have to worry about incurring any unexpected costs.
Materials & Care
What materials do you use to craft your jewellery?
We’ve searched far and wide for the highest quality and most responsibly-sourced materials. Our fine jewellery 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 jewellery with eye-clean and colourless 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.
Are your diamonds conflict-free?
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.
How do I care for my jewellery?
We believe fine jewellery should be worn and enjoyed every single day. The jewellery 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 jewellery pieces looking shiny and new.
Gold and gemstone jewellery
You can clean your solid gold and gemstone jewellery at home with warm water and detergent-free soap. Soak your jewellery 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 jewellery 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 jewellery cannot be cleaned in the same way solid gold jewellery 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.
Pearls are susceptible to scratching, so make sure to handle your pearl jewellery 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.
Did your question go unanswered?
We’re happy to assist you. Contact us any time at email@example.com, and we’ll get back to you as soon as we can.