Frequently Asked Questions (FAQ)
Shipping
Where do you ship to?
We currently ship exclusively within the United Kingdom to consumers.
How long does order processing take?
Orders are processed within 0–3 business days (Monday to Friday).
How long does delivery take?
Once dispatched, delivery typically takes 2–5 business days.
Which courier do you use?
All orders are shipped via a Royal courier service within England, ensuring reliable and secure delivery.
Will I receive a tracking number?
Yes. As soon as your order is shipped, you will receive a tracking link by email.
Can my delivery be delayed?
Delivery times are estimates. Delays may occur during busy periods or due to circumstances beyond our control, such as carrier disruptions or weather conditions.
Returns & Refunds
What is your return policy?
You may return your order within 14 days of receiving it, in accordance with our Return Policy.
What conditions must returns meet?
Returned items must be:
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Unused and unworn
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In original condition
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Returned in the original packaging
Items showing signs of wear or damage cannot be accepted.
How do I request a return?
Please contact our customer support team within 14 days of delivery with your order number. You will receive return instructions via email.
Who covers the return shipping costs?
Return shipping costs are the responsibility of the customer. We recommend using a tracked service.
When will I receive my refund?
Once your return has been received and inspected, refunds are processed within 5–10 business days to the original payment method.
Can I exchange an item?
We do not offer direct exchanges. If you wish to order a different item, please return your purchase and place a new order.
Jewellery & Care
What materials are used in Nova Muse jewellery?
Our jewellery is carefully selected and crafted using high-quality materials designed for durability, elegance, and everyday wear.
Is your jewellery suitable for daily wear?
Yes, our pieces are designed to be worn daily. However, to preserve their beauty, we recommend avoiding contact with water, perfumes, lotions, and harsh chemicals.
How should I care for my jewellery?
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Store jewellery in its original packaging when not in use
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Avoid moisture and direct sunlight
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Clean gently with a soft, dry cloth
Proper care will help maintain the shine and longevity of your pieces.
Will my jewellery tarnish over time?
All jewellery may show natural signs of wear over time. With proper care, your Nova Muse jewellery will retain its beauty for years.
Are your pieces hypoallergenic?
We strive to use skin-friendly materials. However, sensitivities vary per individual, so we cannot guarantee that all items are completely hypoallergenic.
Orders & Support
Can I cancel my order after placing it?
Once an order has been processed or shipped, it can no longer be cancelled.
What if my order arrives damaged?
If your item arrives damaged, please contact us immediately with photos so we can assist you.
How can I contact customer support?
You can reach our support team via email through our Contact page. We aim to respond within 24–48 business hours.