FAQ

Once your order is shipped, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you. You can also log into your Nero account at any time and select “My Orders” to review your order status.

This date refers to when the product will ship from our facilities. Note, it does not refer to when the product will be delivered. When ordering more than one item, if the shipping dates are more than 1 week apart, your order may be split if shipping to the US or Canada. International orders are not split.

Note: based on the volume and capacity, some orders may be processed earlier than the date shown on our website.

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to Nero. Keep in mind that this amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at contact@Nero.com before your order is dispatched.

The shipping and processing times depend on the items you're ordering. The status of each product (backordered, made to order or in stock) is indicated on each individual product page, as well as the estimated shipping date.

Backordered: we don’t have it on hand yet but it’s coming soon! You can still purchase it in this state, be sure to note the estimated shipping date.

Made to order: our jeweler needs to craft the piece for you once you order, it can take a bit more time to receive this type of product. Be sure to note the estimated shipping date on the product page so you can plan accordingly.

In stock: it’s in our facilities and ready for a new home! Shipping timelines are usually within 3 business days from today's date, but be sure to note the estimated shipping date on each individual product page. You'll see it above the "Add to Bag" button.

If you're ordering multiple pieces and the status and shipping date of each are different, the order may be split in two or it may ship on the latest date. Use this rule to determine your shipping date: if the difference between the dates is more than 8 business days, the order will be split in two. If the difference is less than 8 business days, it will be shipped together once all items are available (on the latest shipping date). Keep in mind that only orders shipping within Canada or the US are eligible for split shipments. Your estimated shipping dates will also be noted in your Nero profile and confirmation email once the order is placed!

Shipping fee is charge based on the subtotal before taxes and discounts

Canada
Orders above $100: Free shipping OR $5 flat rate for express shipping
Orders below $100: $10 flat rate for expedited shipping OR $15 flat rate for express

US
Orders above $100: Free shipping OR $5 flat rate for express shipping
Orders below $100: $10 flat rate for expedited shipping OR $15 flat rate for express

Europe
Order above $150: Shippng is on us!
Order below $150: $20 shipping fee

Australia
Order above $150: Shippng is on us!
Order below $150: $15 shipping fee

International
Order above $200: Shippng is on us!
Order below $200: $30 shipping fee

We use DHL/FedEx for US and international orders as well as FedEx/Canada Post for those being delivered within Canada. The estimated shipping timelines are listed below and does not account for any unforeseen delays on the courier's end.Keep in mind depending on the postal code, express shipping option may not be available.

We offer free returns within 30 days for a refund (Canada, US, and Australia). Please note we need to receive your returned piece back at our facility by the end of this 30-day window. Also, make sure that all original tags are attached, original packaging is intact and there are no signs of wear on any of the jewelry. Keep in mind that engraved pieces are not eligible for return or exchange. Be sure to check out the Engagement FAQ's section for more details on the Engagement return policy.

[Holiday Return Policy] If you’ve placed your orders between November 1 and December 10th, 2019 you will have until January 10th, 2020 to return your unwanted product(s) back to us. Keep in mind that your product(s) must be received in our facilities by January 10th, 2020 (any time after this period, your return may not be eligible for a refund). All orders placed on and after December 11th, 2019 will be eligible for our regular 30-day return policy.

[Stacking Sets] All products in set must be returned together in order to be eligible for a return.

We’re unable to refund original shipping fees on any orders. Orders outside of the US or Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

Our retail locations in Toronto, New York, and Los Angeles will not be accepting returns on Black Friday (November 29th) due to a high volume of traffic. We’d be glad to accept your return and coordinate shipping back to our facilities anytime leading up to or following this date, please just ensure all return guidelines (mentioned above) are followed.

We actually don’t offer exchanges for any pieces with the exception of our Engagement collection. This collection is eligible for exchange for a different size (not a different style). All other pieces can be returned for refund or store credit. You can then place a new order for the piece or size you’d prefer!

We can edit your order as long as it has not yet been processed or packaged. Keep in mind that orders may be processed earlier than expected on our website so we recommend that you let us know about any changes as soon as possible. We’re not able to add items to an existing order. If you’d like to add more items, place a new order and provide us with both order numbers; our team will merge them before shipping and reimburse any shipping fees, if eligible.

If your order has not yet shipped, email us at contact@google.com with the new address and order number and we can adjust it for you. If the order has already been processed and shipped, we’re not able to adjust the address for you.

To cancel an order, email us at contact@google.com and our team will cancel and refund the original method of payment for you. Keep in mind that we’re not able to cancel orders that include engraved items since they are already processed. Be sure to check out the Engagement FAQ's for more details on canceling an engagement ring or wedding band.

Sign up or log in to your Nero Account, here, to stay up to date on the status of your order(s), view your order history, wish list, shipping information and more.

We’re unable to transfer your store credit (whether it be earned through referral, gift cards, returned items or any other instance) from one Nero account to another. Only the account holder is able to access and use the store credit.

Absolutely! Simply check off the box indicating the piece is a gift. You can also add your personal message per piece! It will be printed exactly how it is entered, so make sure there is no error! (200 character limit, emojis cannot be used)

Simply enter the code provided via email into the “gift/credit” field at checkout. The value of your gift card will be automatically deducted from your order. Should a balance be owed, you can use a credit card or PayPal.

Our retail locations in Toronto, New York, and Los Angeles will not be accepting returns on Black Friday (November 29th) due to a high volume of traffic. We’d be glad to accept your return anytime leading up to or following this date, please just ensure all return guidelines are followed.

Black Friday bundling excludes engagement rings and wedding bands, travel cases and jewelry boxes, AM and PM candles, digital and physical gift cards, The Vault exclusive merchandise, earrings purchased at the piercing studio, products under $20 USD: Chain Extender Vermeil and Studs Chain Sterling Silver, Ring Sizer and Stacking Sets.

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discounts. Nero has the right to hold and or cancel orders that use more than one discount code.

We don't currently have any active discount codes for first time orders or for joining our mailing list. That said, keep an eye on our newsletter, we don't often offer promotions, but this is your best bet at being in the know when we do! It also helps you stay on top of our weekly introductions (win-win)

As of October 19th 2017, we no longer offer our give $20, get $20 referral program. We'll be rolling out new community features in the future, so as always, stay tuned!

Our store teams are always growing! Send us your resume and type of role you’re interested to contact@Nero.com. We ask that you have a minimum of 2 years of retail experience for stylist roles.

Absolutely! We have three stores, Toronto, NYC, LA and SF. Our stores now carry merchandise to walk out with! Any in-stock items that are not engraved, monogrammed or made to order can be taken home the same day so you don't have to wait to show off your new jewelry. Kindly note that inventory is limited, but our stylist can always place an order for free shipping for items that aren't in stock!

All of our best sellers are on display for you to see and try on. You can also get a sneak peek of upcoming Monday launches. We do have samples of all of our pieces, though, so if you don't see what you're looking for - just ask! Our stylists will be happy to pull it for you.

We do! We have three stores, one in Toronto, Canada and one in New York, NY and in LA. All three stores now carry the majority of the merchandise to walk out with! Any in-stock items that are not engraved, monogrammed or made to order can be taken home the same day so you don't have to wait to show off your new jewelry. Do note inventory is limited, but our stylist can always place an order for free shipping for items that aren't in stock!