Refund policy
Return & Refund Policy
Returns
We want you to love your Nelly Secret jewelry. If you are not completely satisfied with your purchase, you may request a return within 14 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned with its original packaging.
- Proof of purchase is required.
- Items showing signs of wear, damage, or alteration may not be accepted.
Non-Returnable Items
The following items are final sale:
- Personalized or customized jewelry
- Earrings, for hygiene reasons
- Gift cards
- Items marked Final Sale
How to Request a Return
Please contact us at [your email address] within 14 days of receiving your order. Include your order number and the reason for your return.
If your return is approved, we will provide instructions for returning the item.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method. Please allow your payment provider additional processing time for the refund to appear in your account.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or we sent the wrong item.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with your order number and clear photos of the item and packaging. We will work with you to resolve the issue.
Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return the eligible item and place a new order.
Contact
For return questions, contact us at:
Nelly Secret
Email: nellypeguero491@gmail.com