FAQs

Once you've placed your order, you can cancel it as long as it hasn't been processed or shipped yet. Cancelling is quick and easy: email us at [email protected] within that window.

Once the order has been processed, cancellations are no longer possible, as our system has already started preparing it for shipping.

If you decide you no longer want your order after receiving it, please see our Returns Policy for detailed instructions on how to proceed.

At Nuora we value transparency and communication throughout your shopping experience. Here's what you can expect in terms of order confirmation and email notifications when you buy from us.

1. Order confirmation email

Right after placing your order with Nuora, you'll receive an order confirmation email. This email is your purchase receipt and includes key details such as:

• Order number: a unique identifier for your order.

• Order summary: details of the items purchased, including quantity and price.

• Billing and shipping information: the address your order will be shipped to and your billing details.

• Payment details: confirmation of the payment method you chose.

The order confirmation email makes sure you have all the information about your purchase at hand. If you don't receive it shortly after placing your order, please check your junk or spam folder. You can also contact our customer care team for help.

2. Shipping confirmation email

Once your order has been processed, you'll receive a shipping confirmation email. It confirms that your order has been prepared, packed and is on its way to you. It includes:

• Tracking information: a link to track your package online, so you can follow its progress until it reaches your door.

• Estimated delivery date: an estimate of when your order should arrive at the shipping address provided at checkout.

The shipping confirmation email keeps you informed about the status of your order and lets you prepare for its arrival. If you have any special delivery instructions, this email will also confirm those details.

Stay up to date with Nuora

We know how important it is to keep you informed at every step. If you have any questions about your order or shipment, or need further help, our customer care team is here for you. You can reach us at [email protected] and we'll be happy to help you quickly.

Contact us

For any question about order confirmation, shipping notifications or anything else, don't hesitate to contact our customer care team. Your satisfaction is our priority, and we're committed to giving you a smooth shopping experience at Nuora.

Thank you for choosing Nuora. We appreciate your trust and look forward to delivering your pieces with care.

Lost packages
At Nuora Jewelry we do everything we can to make sure every order arrives in perfect condition. If your order is lost in transit, contact our customer care team at [email protected] with your order number and any relevant details.

Damaged packages
We know how disappointing it is to receive a damaged package. If this happens, contact our customer care team at [email protected] within 5 days of receiving your order and include photos of the damaged items or packaging.

We'll review the information you send and, where applicable, ship a replacement or issue a refund.

Once your order has been placed and processed, you'll receive a confirmation email with your order details. This email includes a tracking number and a link to our tracking page.

Click the tracking number link, or enter the number on our tracking page.

Tracking information may not be available immediately after you place your order. The number can take up to 48 hours to activate in our system. If you don't see any updates right away, please be patient and check again later.

At Nuora Jewelry we take great care to get your jewelry to you as quickly as possible. We want the wait to be worth it, so here is how we handle your order:

1. Processing times

Every piece goes through a quality check before leaving our warehouse.

• Processing time: 1 to 3 business days.

• During this time we prepare your package, check the details and hand it over to the carrier. You'll receive a confirmation email as soon as your order is on its way.

2. Delivery times

Once the package has been shipped, estimated delivery times are:

• Standard delivery: 8 to 12 business days.

• Please note that these times count from the moment the package leaves our facilities, not from the moment of purchase.

3. Possible delays

We always do our best to meet these times, but delays can occasionally happen due to external factors:

• Peak periods (such as Christmas, Black Friday or special launches).

• Carrier delays or logistics network issues beyond Nuora Jewelry's control.

• Adverse weather conditions or transport strikes.

Thank you for your patience in these cases; our commitment is that your jewelry always reaches you safely.

4. Order tracking

We know you can't wait to wear your new piece! As soon as your order ships, we'll email you a tracking number so you can follow your package in real time.

5. Important information

• Shipping addresses: please make sure all your shipping details are correct. We are not responsible for failed deliveries caused by incomplete or incorrect addresses provided by the customer.

• Failed deliveries: if the carrier can't reach you after several attempts, the package may be returned to our facilities. In that case, the customer will need to cover the cost of a new shipment.

6. Any questions?

If more than 14 business days have passed and you still haven't received your order, or if you have any other question about your shipment, write to us at:

[email protected]

Yes, we offer refunds and exchanges within 14 days of delivery. To qualify for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that sale items and refurbished products are not eligible.

For returns or exchanges, contact our customer care team at [email protected]. Refunds are processed within 7 days of receiving the returned item, to the original payment method.

1. Return period

Right of withdrawal — 14 days

You have 14 calendar days from receiving your order to request a return for any reason (Art. 102 of the Spanish Consumer Protection Act, TRLGDCU).

2. Condition of the item

Condition required for the return to be accepted

For the return to be accepted, the product must be in the same condition in which it was delivered:

• No signs of use or wear.
• Original packaging intact.

3. Return procedure

How to start a return

To start the process, email us at [email protected] with your order number and the reason for the return.

Returns that have not been notified by email beforehand will not be accepted.

4. Return shipping costs

Costs borne by the customer

In accordance with Art. 108 of the TRLGDCU, the direct cost of returning the item is borne by the customer. We recommend using a tracked service, as Nuora Jewelry is not responsible for packages lost on the way back to us.

5. Defective or incorrect items

Delivery issues

Please inspect your order on delivery. If the item is defective, damaged or not what you ordered, you must notify us within 14 calendar days by emailing [email protected] with your order number and photos of the problem. We'll assess your case and offer a suitable solution.

6. Refused or uncollected orders

Return due to failed delivery

If the customer refuses the delivery or does not collect the package from the post office or pickup point, the order is returned to our international logistics center and the following conditions apply:

• Once receipt at our logistics center is confirmed, we refund the order amount.
• Return costs (€20): €20 is deducted for return transport to the logistics center.
• The refund is made to the original payment method within 7 to 14 business days.

If your order was refused by mistake, contact us at [email protected] as soon as possible. We review each case individually.

This policy applies in the following cases:

• The customer expressly refuses the delivery from the courier.
• The package is not collected within the carrier's deadline.
• The delivery address is incorrect or incomplete and the package cannot be delivered.

7. Refunds

Timing and methods

Once the return has been received and inspected, we'll let you know whether the refund is approved or rejected. If approved, you have two options:

• Store credit: the amount is issued as a gift card code for your next purchase. This is the fastest option.
• Refund to the original method: the amount is returned to the card or account used for the purchase (Art. 107 TRLGDCU). Depending on your bank, the credit can take an additional 5 to 10 business days.

8. Delivery delays

Logistics issues

• In transit: a carrier delay does not entitle you to an automatic refund while the package is on its way.
• Late arrival: if the package arrives late and you no longer want it, you can return it under the standard return conditions.
• 30-day limit: if the order is not delivered within 30 calendar days of purchase, you are entitled to cancel it and receive a full refund.

9. Lost orders

Loss confirmed by the carrier

• Our solution: we ship a new product free of charge.
• Refund option: if you prefer not to receive a new shipment, we refund the full purchase.

10. Inspection and withholding

Acceptance conditions

In accordance with Art. 107 of the TRLGDCU, Nuora Jewelry may withhold the refund until it has received the goods or reliable proof that they have been sent. If the item shows signs of use beyond what is needed to check its characteristics, the corresponding depreciation may be deducted from the refunded amount.

11. Lifetime color guarantee

Lifetime coverage of the finish

We offer a Lifetime Color Guarantee on all our jewelry. If your piece loses its original color, we'll send you a brand-new piece completely free of charge, or offer you the equivalent amount in store credit so you can choose a replacement.

This guarantee covers only the loss of the original color on the main body of the piece: the main chain and pendant on necklaces, the main chain on bracelets, the band on rings and the body of the piece on earrings. It does not cover the technical components used to close, join or adjust the piece, such as clasps, jump rings, lobster clasps, the extender chain used to adjust the size, or any other small connecting part. These components are functional elements, not part of the main piece, and are excluded from the guarantee.

This guarantee does NOT cover breakage, scratches, deformation, damaged clasps or lost parts, whether or not they result from wear. The Lifetime Color Guarantee does not entitle you to a cash refund: compensation is provided only as a replacement piece or store credit.

To make a guarantee claim, email us at [email protected] with your order number and a photo of the piece.

What is Nuora jewelry made of?

All our pieces are made on a base of 316L medical-grade stainless steel, the highest standard in hypoallergenic jewelry. For the golden finish we use our exclusive Gold-Fused Technology, which bonds 18K gold to the steel through a vacuum process (PVD). The result is a piece with the look and shine of gold, and the strength of steel.

What is Gold-Fused Technology and why is it better?

Unlike most brands, which use electroplating (a flash coating that barely touches the surface), our molecular fusion technology bonds the gold to the steel at the atomic level in a vacuum chamber. This creates a layer that is 10 times thicker and more resistant. While traditional plating wears off with friction, our fusion becomes an integral part of the piece.

Can I get my jewelry wet? (Shower, sea, pool)

Yes, 100%. Our jewelry is fully waterproof. It's designed to keep up with your everyday life, including showers, swims in the sea and afternoons at the pool. Chlorine and salt water won't affect the shine or color of your Nuora piece.

Can I work out in it?

Absolutely. Gold-Fused Technology is sweat-resistant. No matter how intense your workout, or if you swim, your jewelry won't darken or lose its intensity. It's made to never come off.

Will it turn my skin green?

No. The "green skin" reaction happens with cheap metals such as copper or brass, which oxidize on contact with skin. At Nuora we only use 316L steel and 18K gold PVD: 100% hypoallergenic materials that do not release nickel.

What does the Lifetime Color Guarantee include?

We're so confident in our technology that we offer a lifetime guarantee on the color of all our pieces. If your jewelry loses its original golden tone, we'll replace it with a new one. Our mission is to give you real quality that lasts for decades, not months.
(See the terms and conditions for details on how to use the guarantee.)

We offer a Lifetime Color Guarantee on all our jewelry. If your piece loses its original color, we'll send you a brand-new piece completely free of charge, or offer you the equivalent amount in store credit so you can choose a replacement.

This guarantee covers only the loss of the original color on the main body of the piece: the main chain and pendant on necklaces, the main chain on bracelets, the band on rings and the body of the piece on earrings. It does not cover the technical components used to close, join or adjust the piece, such as clasps, jump rings, lobster clasps, the extender chain used to adjust the size, or any other small connecting part. These components are functional elements, not part of the main piece, and are excluded from the guarantee.

This guarantee does NOT cover breakage, scratches, deformation, damaged clasps or lost parts, whether or not they result from wear. The Lifetime Color Guarantee does not entitle you to a cash refund: compensation is provided only as a replacement piece or store credit.

The items photographed are display models selected especially for our photo shoots. Because of the nature of the 18K gold PVD coating, studio lighting and the way our imitation pearls are assembled, the piece you receive may show slight differences in tone or finish compared to the images shown.