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Returns & Exchanges

All sales are final at time of checkout. We do not not offer refunds or exchanges for change of mind. Orders cannot be amended or cancelled after they have been placed. 

Earrings are not eligible for exchange or refund due to hygiene concerns. This is unless the product was received damaged/faulty. Our products are carefully made and thoroughly inspected before shipping.

Once you report a damaged/faulty product, we will launch an investigation to trace the cause of damage. Where the fault lies with us, an offer to repair the item or 1-to-1 exchange will be made. A refund or store credit will be issued if the product is deemed to be beyond repair/a replacement of the same item is unavailable. If a product has been found to be worn, used or tampered with, the request for exchange/refund will no longer be entertained and the product will be disposed of immediately. 

A return for any faults will only be considered if you notify us within 7 calendar days of receipt (including the day you receive the order) and lodge an official request to perform the return with us at We will issue you with a Returns Note which you must fill and submit to us within 2 calendar days. Upon approval, the item must be sent to us immediately. Items sent to us without an approved Returns Note will not be considered for exchange/refund and will be disposed of without notice.

Ensure that you return the faulty item via a delivery method that allows tracking and take note of the tracking number. Neuve will not be responsible for items lost in transit to us. 

Make a Return

  1. Email us at to obtain a Returns Note within 7 calendar days including the day you receive your order.
  2. Fill out the Returns Note and submit it to us within 2 calendar days.
  3. Once your refund/exchange has been approved, you will receive an email with an official approval number and the return address.
  4. Once your return is received, we will notify you by email and process your refund/exchange within 14 business days. For orders paid using debit/credit cards, it may take an additional 2 weeks for the refund to be reflected in your account.

Other Terms & Conditions (Returns)

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive store credit for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Neuve gift cards are not eligible for refunds.