Last updated: July 2026

Before anything else, so you know where you stand.

We guarantee every piece for 12 months against manufacturing faults, and the remedy is one free replacement. That sits on top of your legal rights, which are honoured here in full. Twelve months and not a lifetime, on purpose — plating is a surface and surfaces wear, and we would rather tell you exactly what we stand behind and then stand behind it. What follows is the straight answer on what counts as a fault and what counts as normal wear.

1. Changed your mind — 14 days

Fourteen days from delivery. Two weeks is plenty to decide whether you want something.

Tell us inside those 14 days at ossie@noctavince.co.uk with your order number, then send it back within 14 days of telling us, and you get your money back.

• It needs to come back in a condition we can sell. Handle it the way you would in a shop, not the way you would after a month of owning it. We may reduce a refund where a piece has been handled more than that.
• Return postage is on you. Use a tracked service — we can't be responsible for a parcel that never arrives.
• Earrings are sold new and sealed, so for hygiene reasons they can't come back once the seal is broken. That doesn't affect your rights if they arrive faulty.
• Personalised or custom-made pieces are excluded, as the law allows.

2. Something is actually wrong with it — 30 days

Different thing, different law.

If the piece is faulty — a stone out of a bad setting, a clasp that gives, damage on arrival, or it isn't what we described — the Consumer Rights Act 2015 gives you 30 days from delivery to reject it and get your money back in full. We are not shortening that, and we could not if we wanted to.

Realistically you'll know in days, not weeks. A fault shows up fast.

We pay the return postage on faults.

3. The 12-month guarantee

If a piece fails because of something we got wrong in making it — a clasp that fails without being forced, a setting that was never closed properly, a plating fault present from the start — tell us within 12 months of delivery and we replace it once, free of charge.

That is the remedy. It is a replacement rather than a repair service, and it is separate from the refund routes above.

Your statutory rights run alongside it and are not affected by it. Under the Consumer Rights Act you remain entitled to a repair or replacement for a fault that was present when the piece was made, and if that can't be done, a refund or price reduction. For the first six months, a fault is treated as having been there from the start unless we can show otherwise. After six months, it's on you to show the fault was inherent rather than caused by wear or use.

4. What is not covered, and this is the whole list

This is the important bit and we'd rather be blunt about it now than argue about it later.

• Normal wear, including plating wearing thin over time
• Water, perfume, sweat, chlorine, cleaning products
• Stones lost or dislodged through wear or impact
• Damage from lack of care, from being stored loose, or from being forced
• Loss or theft

Faults are on us. Wear isn't.

Three rules and it lasts far longer: don't get it wet, cologne goes on before the jewellery does, back in the pouch when it comes off. The Care Guide has the rest.

5. How to make a claim

Email ossie@noctavince.co.uk with your order number and clear photos of the issue. Video helps if it's a clasp. DM @noctavince on Instagram if you want a faster reply.

We'll look at it properly and come back to you. If we need the piece back to assess it, we'll cover the postage. Replacements and refunds are issued once the piece is back with us.

We check these things because we'd rather look after the people with a real problem than pay for the ones without one. That's not us being difficult — it's what keeps the prices where they are.

6. Refunds

Once your return is with us and checked, we'll email you. Approved refunds go back to your original payment method within 14 days. In practice it's usually a lot faster than that.

Original delivery charges are refunded at our standard rate where you're returning everything. If you paid extra for a faster service, that difference isn't refunded.

7. Cancelling an order

We dispatch fast, so if you want to stop an order before it ships, email us within 12 hours and we'll do our best. After that it's usually already gone — but your 14-day right to change your mind still applies from the day it arrives, so nothing is lost.

8. Exchanges

We don't process direct exchanges at the moment. Return the piece for a refund and place a new order.

9. Contact

Everything returns-related: ossie@noctavince.co.uk

Nocta Vince, 45 Fitzroy Street, 4th Floor, Silverstream House, London W1T 6EB, United Kingdom. VAT GB430978478.

Nothing on this page limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.