FAQs

Shipping and Delivery

+ Where do you ship?

All Nicolò products are available for worldwide shipping!

+ How long does it take to ship my product?

The in-stock items will be shipped immediately within 1 week after the order is confirmed. If an item is not in stock, it will usually take about 2 to 4 weeks for production and shipping. Please note that when there is a high volume of orders during holiday sessions, it may take more than 4 weeks. Expedited shipping may be available for additional fees.

+ Can I choose a different delivery services?

Absolutely. Delivery service providers will be used according to the delivery area. At the moment, our delivery providers are: SF Express, Fedes and Hongkong Post. All our delivery service providers ship locally and internationally, although different rates may apply for different providers.

+ Do you provide self-pick up services?

Self-pick up services is only available to orders within Hong Kong and Macau. You can choose to pick up at SF Station or SF Express Service Centre. You will be notified once it is ready to pick-up.

+ Can I track my orders?

Yes. Once an order has shipped, we will send you a confirmation email with the tracking number. You can visit the delivery provider’s website for detailed tracking.

+ Are there any shipping restrictions?

Unfortunately, we are unable to ship to P.O Boxes and APO/FPO at this time. You may only ship to one address per order. If your order contains items that require shipping to multiple locations, you will need to place separate orders for each address.

Payment Methods, Discount Codes and Gift Card

For Bank Transfer/ FPS/ Payme, please contact us directly via Whatsapp on +852 94467228 or Instagram.

+ What payment methods do you accept?

We accept PayPal and all major credit and debit cards, including Visa, Mastercard, American Express and Discover. We also accept Apple Pay if you uses supported Apple devices.

You can also purchase your order with a gift card. Our gift card never expires so you can use it anytime you want!

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.

+ How does discount code work?

You can enter the discount code at checkout. A limit of (1) one discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal adn the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credits, referral codes or any other types of discount. Nicolò Jewelry has the final right to hold and or cancel orders that use more than one discount code.

+ How do I use a Gift Card?

If you have received Nicolò gift card, a gift receipt with the order number should be included.

Still can't find it? Send us an email at support@nicolojewelry.com with the gifter's name and their email address!

Accounts and Emails

+ Do I need an account to place an order?

No. All you need is an email address. However, we recommend you to register for an account to track your order under your account.

+ I have forgotten my password - what should I do?

SImply follow the “Forget your password?” link on the login page and enter your email address. You will then receive an email to reset your password

+ How do I receive Nicolo Jewelry email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage.

+ I did not receive my order confirmation. Where can I locate it?

If you have a Nicolò account, simply log in and select My Orders. You can access your order history and order number. If you don’t have an account, you can create one right away!

Order confirmation is sent to the same email used to make the purchase. If you would like us to resend an order confirmation email, you can contact us at support@nicolojewelry.com.

Import Taxes and Duties

+ Is import taxes and international duties included in the listed price?

Prices displayed on the website does not include duties or taxes. All orders shipped will be on a DDU (Delivery Duty Unpaid) basis, which means you will be responsible for all relevant import taxes, duties or other fees associated with international shipments. These fees are not included in the final purchase price. Each shipping destination's customs may have different rules and regulations on taxes and duties. Please contact your local customs office for questions and charges. If you have any questions regarding this matter, please contact our customer service at cs@nicolojewelry.com.

Size Guides

+ Where can I find size guide?

Click on ‘Size Guide’ on the bottom of the page to view our conversion chart. You can also click on the ‘Size Guide’ on each product page.

Restock and Product Reservations

+ Are you going to have my size again?

You can be the first to know! To be notified if a sold-out item becomes available again, sign up on the item’s page by entering your email address

+ Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our jewelries as items are often limited, we don't offer reservations.

Return and Exchange Policy

Most of our online orders are orders made for the customer. We do not accept returns.

In case of any size change for your rings, please email us at info@nicolojewelry.com. We strongly recommend that you confirm the appropriate ring sizes prior to placing your order online. Please check the "Ring Size Guide" for international ring sizes.

Your satisfaction is important to us. If you are unhappy with your purchased item(s), please email us within 7 days of receiving your package at support@nicolojewelry.com with your reason. If the reason is accepted, you will be able to exchange one time for another product(s) for the same or higher price. We only accept exchanges for all new and unused Jewelry with original packaging in perfect condition. Jewelry that has been worn and altered in any way will not be accepted for exchange. All prior shipping costs are non-refundable. Customers will be responsible for shipping costs associated with any return and exchange and we recommend that you insure any shipments for the Jewelry.

All items on sale are FINAL. Due to hygienic reasons, earrings are final sales and cannot be returned or exchanged.

Product's Care Advice and Warranty

+ Care Recommendations

Your Nicolò jewelries are delicate in nature and would need to be handled with care and attention. Pieces with stones should be protected from impact or bending, as stones are meticulously and precisely set, and may pop out of the settings if shifted in any way. Pieces with coloured stones should be removed from the body when showering or swimming and should not be cleaned with an ultrasonic machine, as it may cause the stones to be brittle or crack. Please also keep your jewelry away from intense heat and extreme temperature changes.

+ Cleaning

Your Jewelry should be cleaned regularly to maintain a beautiful shine. However, 18K alloys will be affected by harsh chemicals like chlorine and cleaning agents. You can clean your Jewelry with a very soft brush in soap water and rinse it in clean water.

+ Storing your Jewelry

Jewelry can become easily scratched when coming into contact with one another. We recommend you to store the pieces individually in the Jewelry box or pouch.

For more details please refer to our Learn page.

+ Nicolò Jewelry & Diamonds LIMITED WARRANTY

Nicolò warrants that Nicolò Jewelry & Diamonds branded products purchased, including online at www.nicolojewelry.com, are of merchantable quality, provided they are subject to normal use. Nicolò will cover the repairment labor cost for broken chain or product issue, in accordance with the provisions of this warranty policy, any Nicolò branded products within one year of purchase with a proof of the original sales receipt by the customer.

This warranty does not cover any material cost (diamond, gemstone or gold used) or damage to Nicolò branded products caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the Product’s Care Advice above.

You may initiate a claim under this warranty by contacting us by phone or online. Bring or mail your defective product, in its original packaging, along with a copy of the receipt to us. Eligibility of this warranty is determined upon receipt and inspection of the product. If it is determined that there is a material or manufacturing defect, the repair specialist will establish the options for repair or replacement, based on (1) the availability of replacement parts/product, and (2) the feasibility of repair. If it is determined that the damage is not a material or manufacturer defect, the After-Sales Repair Policy would be in effect, thus allowing you the option of having Nicolò repair your piece at a cost to you.