Last updated: June 2025
At Nyssa London, your satisfaction matters to us. If something isn't right, we're here to help. Please read our policy carefully before initiating a return.
Policy Overview
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Returns Window |
14 days from date of delivery (non-personalised items only) |
|
Return Shipping Cost |
Paid by the customer |
|
Refund Method |
Original payment method |
|
Refund Processing Time |
Up to 30 days from receipt & inspection |
|
Exchanges |
Permitted up to twice within any 12-month period |
|
Personalised Items |
Non-returnable (change of mind) |
|
Sale Items |
Non-refundable |
|
Earrings |
Non-refundable (hygiene reasons) |
Standard Returns — Step by Step
Step 1 — Contact us first Before sending anything back, you must contact us at help@nyssalondon.co.uk to notify us of your intention to return. Please include your order number and the reason for your return. Returns sent without prior authorisation may not be accepted.
Step 2 — Pack your item carefully Ensure the item is securely packaged in its original packaging with all tags attached. Items that arrive damaged due to inadequate return packaging may not be eligible for a refund.
Step 3 — Send your return Arrange and pay for return postage using a service of your choice. We strongly recommend using a tracked and signed-for service, as Nyssa London cannot accept responsibility for parcels lost in return transit. Keep your proof of postage until your refund has been confirmed.
Step 4 — Inspection & refund Once we receive your return, our team will inspect the item to confirm it meets the conditions below. If approved, your refund will be processed to your original payment method within up to 30 days.
Return Conditions
To be eligible for a return, items must be:
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✅ Returned within 14 days of the delivery date
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✅ Unworn and in original, unaltered condition
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✅ In their original packaging with all tags attached
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✅ Free from signs of wear, damage, or alteration
Please note: All returned items are thoroughly inspected upon receipt. Nyssa London reserves the right to reject a return and decline a refund if the item does not meet the above conditions.
Refunds
Approved refunds will be issued to your original payment method — this includes credit/debit card payments and Klarna purchases.
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Please allow up to 30 days from the date we receive and inspect your return for the refund to appear
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Original delivery charges, if applicable, are non-refundable
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Return postage costs are the responsibility of the customer and will not be reimbursed
Exchanges
We offer exchanges as an alternative to a refund, subject to the following conditions:
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Exchanges are permitted a maximum of twice within any rolling 12-month period
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The item being exchanged must meet the same return conditions outlined above
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Please contact us at help@nyssalondon.co.uk to arrange an exchange before sending your item back
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Exchanges are subject to product availability
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible at help@nyssalondon.co.uk with your order number and photographs of the issue.
Faulty and damaged items follow the same return process as standard returns. Upon inspection and verification, we will issue a full refund to your original payment method. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Items Excluded from Returns
The following items cannot be returned or refunded under our change-of-mind policy:
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🚫 Personalised & engraved items — As these are made specifically to your order, they are exempt from our standard 14-day return window. This applies regardless of the personalisation content. Please refer to our Engraving & Personalised Orders Policy for full details
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🚫 Earrings — For hygiene reasons, earrings are non-returnable and non-refundable once delivered
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🚫 Sale items — All sale purchases are final and non-refundable
These exclusions are in addition to your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempt personalised goods from the standard 14-day cancellation right.
Lost in Return Transit
Nyssa London cannot accept responsibility for items lost or damaged while in transit back to us. We strongly recommend:
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Using a tracked and signed-for return service
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Retaining your proof of postage until your refund is confirmed
If you believe your return parcel has been lost in transit, please contact us at help@nyssalondon.co.uk with your tracking details. We will review each case individually and do our best to assist.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights as a consumer under UK law. You retain full rights under:
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The Consumer Rights Act 2015 — your right to a refund, repair, or replacement for goods that are faulty, not as described, or unfit for purpose
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The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — your right to cancel standard distance-selling contracts within 14 days
Contact Us
To initiate a return, exchange, or to discuss a faulty item, please contact our customer care team:
📧 help@nyssalondon.co.uk 🕐 Monday – Friday, 10:00am – 4:00pm
We aim to respond to all enquiries within 5 business days.