Client Services
Frequently asked questions
Guidance before, during, and after your purchase.
Returns & Exchanges
What is your return policy?
Returns and exchanges are complimentary on all eligible U.S. orders, in stock or made to order, within 14 days of delivery. Begin at our return center.
To be eligible:
- Pieces must be unworn, unused, and in their original condition
- The original packaging must accompany the return
- The prepaid return label must be used, with the piece shipped by the 14th day
Each return is inspected by our team on arrival. Pieces returned outside their original condition may carry a 15% restocking fee.
International returns are not complimentary at this time. Write to our Client Services team and we will guide you through each step.
When will I get my refund?
Once your return is approved, your refund is issued to the original payment method within 5 to 7 business days. Your bank may need a few additional days to finalize the transaction.
Can I place an exchange?
With pleasure. Any eligible piece may be exchanged for a creation of equal or greater value. Begin at our return center, or write to our Client Services team and we will arrange it with you.
How do I start a return?
Visit our return center with your order number and email address. Once your request is approved, a prepaid FedEx label arrives by email. Every return is inspected on arrival to confirm it is in its original condition.
Can I return or exchange gifts?
Yes. A piece received as a gift, purchased on nouvelheritage.com, may be exchanged for a creation of equal or greater value. Refunds are issued to the original payment method or as store credit.
Orders & Delivery
How long will delivery take?
Within the U.S., delivery takes 1 to 2 business days. International deliveries vary by destination; allow up to 5 business days. We always use the fastest insured service available, and our team follows your shipment until it reaches you.
How much is shipping?
Shipping is complimentary within the U.S. and for most international destinations. Delivery eligibility for your country is confirmed at checkout.
When will my order ship?
In-stock pieces leave us within 1 to 2 business days. Made-to-order creations are crafted in our French workshops; the delivery estimate on the product page and at checkout reflects this.
Can I modify or cancel my order after placing it?
If your order has not yet shipped, we can usually adjust or cancel it. Write to concierge@nouvelheritage.com as soon as possible and we will do our best.
Is my payment secure?
Yes. Payments are processed securely through Shop Pay, Shopify’s PCI-compliant checkout, protected by SSL encryption. Your full card details never reach our servers, and every transaction is covered by fraud protection.
Materials & Craftsmanship
How do I open and close my Mood bangle?
Pinch the sides of the bangle gently to release the clasp, then slide your wrist through the opening. The gesture takes seconds once learned, and the clasp is engineered to hold securely through daily wear. For a demonstration, our advisors are happy to walk you through it.
Which gold do you use?
Every creation is crafted in solid 18k gold (750/1000), in yellow, white, or rose. Nothing is plated. Each piece is struck with the French eagle-head hallmark, the workshop hallmark, and its unique serial number.
What is the quality of your diamonds?
Our diamonds are G color, VS clarity, and always natural. We do not work with lab-grown stones, and our creations are never made in workshops that handle them, so the origin of every stone is beyond question. Each diamond is selected for consistency of color and brilliance, then set by hand. The carat weight of each creation appears on its product page.
Where are your pieces made?
Every creation is made in France, across three ateliers in Paris, Moulins, and Besançon, where more than 550 artisans practice their craft. These workshops are certified by the Responsible Jewellery Council.
Can a piece be made to order?
Certain creations may be made to order; each request is reviewed individually. Write to concierge@nouvelheritage.com with the piece you have in mind. Current crafting time is around 3 months. Made-to-order pieces follow the same 14-day return policy as in-stock pieces.
Care & Warranty
How should I care for my jewelry?
Clean gold and diamonds with warm water, a mild soap, and a soft brush, then dry with a soft cloth. Our workshops can also give your piece a professional cleaning; the service is quoted individually. Write to concierge@nouvelheritage.com to arrange it.
Can I wear my jewelry in water or during sport?
Gold and diamonds live well on the skin, less well in chlorine and salt water. We recommend removing your pieces before swimming, sport, and sleep, and applying perfume and creams before putting on your jewelry.
How should I store my pieces?
Separately. Keep each creation in its original pouch or box so diamonds cannot mark the gold of a neighboring piece. The Maison packaging is designed for exactly this.
What does your warranty cover?
Every creation is covered for 24 months from the date of purchase, against manufacturing defects and breakage from normal wear. The warranty activates automatically; no registration is needed. Work by third-party jewelers voids it, so entrust your piece to our workshops. And beyond the 24 months, we review every piece case by case to find the best solution together.
Do you offer repair or resizing services?
Yes. Our workshops repair most pieces, whatever their age. Resizing depends on the design; many rings can be adjusted, and our team will advise on bangles piece by piece. Write to concierge@nouvelheritage.com with a photo of your piece and we will guide you.
Client Care
What's my bangle size?
Measure at home in a few simple steps with our bangle size guide. For a personal recommendation, our team is a message away.
What's my ring size?
Find your size with our ring size guide. For a personal recommendation, our team is a message away.
Do you offer engraving or personalization?
Yes. Select pieces may be engraved; the option appears on the product page when available. Our handwriting engraving service reproduces a hand you love, exactly as written. Please note that engraved pieces are final sale.
Gifting & Payment
How will my gift be presented?
Every order arrives in the Maison’s signature presentation: a ribbon-wrapped jewelry box, the certificate of authenticity, and a travel pouch. Mark your order as a gift at checkout and no paperwork with pricing is included. You may also add a gift note in your bag.
Can I ship a gift directly to the recipient?
Of course. Enter their address at checkout and the piece arrives in full Maison presentation. The recipient may exchange it for a creation of equal or greater value within 14 days of delivery.
Do you offer gift cards?
We do not offer gift cards at this time. For a gift with room to choose, our Client Services team can guide you, and gift recipients may exchange their piece for a creation of equal or greater value.
What payment methods do you accept?
We accept Shop Pay, Apple Pay, and most major credit cards. Every payment is processed through our secure, PCI-compliant checkout.
Do you offer financing?
Yes. Shop Pay Installments and Klarna are available at checkout when eligible, letting you divide your purchase into monthly payments. Eligibility and terms appear automatically at checkout.
Will I pay duties or taxes on an international order?
For orders delivered outside the United States and the European Union, Nouvel Heritage covers all duties. The price you see at checkout is the price you pay.
No answers match your search. Our advisors will be glad to help.
Chat with an advisorThe Maison is at your service
Didn't find your answer? Our client advisors reply within one business day.