Nellou Seller Policy
Nellou is a British jewellery brand specialising in sterling silver, gold-plated sterling silver and semi-precious gemstone jewellery. Our pieces are designed to be joyful, wearable and giftable, using natural gemstones selected for their colour, character and beauty. Each order is carefully checked, packed and sent from our UK premises.
We make every effort to describe and photograph our jewellery as accurately as possible. As many of our pieces feature natural gemstones, slight variations in colour, tone, markings and shape may occur. These natural differences are part of the character of gemstone jewellery and mean each piece is unique.
Orders are usually dispatched within 1–2 working days, excluding weekends and bank holidays. Once your order has been dispatched, you will receive delivery confirmation through the Country Living Marketplace.
Nellou jewellery is supplied in a Nellou pouch and jewellery box, making it suitable for gifting.
We hope you love your jewellery, but if you change your mind you may request a return within 14 days of receiving your order. Items must be returned unused, unworn and in their original packaging. Once we have received the returned item, we will process the refund in line with Country Living Marketplace procedures. Unless the item is faulty or incorrect, the customer is responsible for the cost of returning the item.
For hygiene reasons, earrings cannot be returned once opened or worn, unless they are faulty, damaged or not as described. Personalised, bespoke or made-to-order items cannot usually be returned unless they are faulty, damaged or not as described.
If your item arrives damaged, faulty or incorrect, please contact us through Country Living Marketplace as soon as possible, including your order details and photographs where helpful. We will work with you to resolve the issue in line with your statutory rights.
Our jewellery is sourced and supplied with care and is intended to comply with applicable UK product safety requirements for jewellery, including restrictions relating to metals such as nickel, lead and cadmium. Product materials are stated on each listing wherever applicable. Please read product descriptions carefully, especially if you have known metal sensitivities.
To keep your jewellery looking its best, avoid contact with water, perfume, lotions, cleaning products and chemicals. Remove jewellery before swimming, showering, sleeping or exercising. Store pieces separately in their pouch or box when not being worn. Gold-plated jewellery should be treated with particular care, as plating can naturally wear over time depending on use, storage and skin type.
If you have any questions about your order, please contact us through the Country Living Marketplace messaging system and we will be happy to help.