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FAQ

We’re here to help. Browse our most asked questions.

Orders

We accept all major credit cards and PayPal.

Don’t worry; all financial information is encrypted and safeguarded. Your data is safe with us, and we will never sell your information or share it with unauthorised parties. Please check our Privacy Policy and Terms and Conditions pages for more details.

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.

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
- Replating

As part of our warranty programme, we will cover a total of 3 repairs, inspection, or maintenance services free of charge.

Any warranty claims after the 3rd return, as well as any damage not classified as fair wear and tear, such as a broken chain or bent ring, may incur charges upon repair.

Our warranty does not cover lost or damaged gemstones, theft, loss, breakage, negligence, abuse, unauthorised modifications, or ring resizing.

Please contact us at info@nyssajewellery.com for any warranty-related inquiries, and include photos and receipts of your purchase whenever relevant. Claims will be reviewed on a case-by-case basis.

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 info@nyssajewellery.com to make use of our buyback programme.

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 packaging and in the same condition in which it was received to be eligible for a refund. Please note that sales of engraved pieces 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. 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).

Unfortunately, we are unable to accept product exchanges at the time. You may return your purchase to us and use your refund to place a new order for the item you would like instead.

You can edit your order details within 1 hour after placing the order, or you may cancel the order before it is shipped out by calling us on +852 5726 2918. If you miss the deadline, you may return the order within 30 days of receipt. Please keep in mind that we’re not able to cancel orders that include engraved items as they are immediately processed.

Some of our 9-karat solid gold jewellery can be upgraded to 18-karat solid gold for a little extra luxury, or vice versa. When a product is labelled as made-to-order, it means that we do not hold it in our inventory. Our master jewellers will create the item especially for you when you backorder something. All made-to-order pieces ship within 15 business days to give our jewellers sufficient time to complete your order.

Orders with engraved items ship within 15 business days to give our jewellers sufficient time to prepare your order.

Some of our items can be engraved, as indicated on the product page. The number of characters that can be engraved varies per product, so please check the individual product pages for more detailed information on the engraving.

Check out our Size Guide page for step-by-step instructions on how to find your Nyssa ring and bracelet size.

 

Shipping

We offer worldwide 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, Vietnam, Cambodia, Indonesia

Please note that we don’t ship to P.O. boxes.

We ship out all ready-to-ship orders within 2-3 business days, or 15 business days if your order contains engraving or made-to-order products.


For orders shipping to countries in Asia, shipping typically takes about 4-7 business days. For international orders, the shipping time varies depending on your destination.

Shipping is free for orders valued above US$200. Orders sent to Hong Kong are always shipped for free, regardless of the order amount.

We charge a US$25 flat shipping rate for orders shipped to North America, Oceania, or Europe that do not meet the US$200 minimum amount, and a US$15 flat rate to orders shipped within Asia.

We ship all orders from Hong Kong.

You will receive a shipment confirmation email from us containing a tracking code shortly after your order is processed. You may track your shipment on our logistic partner’s website.

No! We cover the duties and taxes for all purchases, so you won’t have to worry about incurring any unexpected costs.

Materials & Care

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.

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.

Great news: our jewellery requires very little care, as it’s crafted out of only the highest quality materials. Solid gold does not tarnish or rub off, making it a very durable material. We recommend cleaning your solid gold and vermeil pieces regularly by wiping them with a soft cloth. For a deeper clean, use warm soapy water and a soft cloth or old toothbrush to gently rub your gold pieces, and make sure to dry them properly after. Silver jewellery can be cleaned with special silver polish.

No, we promise you won’t find a trace of nickel in any of our products. We only work with solid gold, gold vermeil, and rhodium-coated 925 sterling silver.

Gift Cards & Store Credit

Yes! We offer digital gift cards in different values to suit all budgets: US$50, US$100, and US$200. You may purchase a gift card here. The gift card will be sent to the recipient’s email address immediately after your payment is received.

On our website, proceed through the checkout process as usual, but when asked for your payment method, enter your unique gift card number in the field labelled ‘Gift card or discount code’. The total for your purchase, plus any tax and shipping fees, will then be deducted from the value of the gift card. If you want to make a purchase valued higher than your gift card value, you can use a credit card to make up the difference.

Nope! Our gift cards don’t have an expiration date.

Sorry, we’re unable to transfer your store credit to a different account.

Did your question go unanswered?

We’re happy to assist you. Contact us any time at info@nyssajewellery.com, and we’ll get back to you as soon as we can.