Refund policy

Our promise

We want you to love your Nia Vivé piece. If something isn’t quite right, we’re here to help.

 

Returns window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please include your order number / proof of purchase.

To start a return, you can contact us at hello@niavive.com or simply use our online returns portal. Once your request is approved, we’ll email you a prepaid return shipping label and clear instructions on how to send your item back.

Our returns are processed through our London base — the full return address will be provided once your return is approved.

You can always contact us for any return question at hello@niavive.com.

 

Return Shipping

  • United Kingdom: We provide a free prepaid return shipping label for all eligible returns.

  • Europe, United States and Canada: Customers are responsible for arranging and paying for return shipping. We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

Our returns are processed through our London fulfilment centre. The full return address and instructions will be provided once your return request has been approved.

If you have any questions about your return, please contact us at hello@niavive.com.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Custom or personalised jewellery (for example, engraved or made-to-order items) cannot be returned or exchanged.

Gift cards are non-refundable.

All other pieces may be returned within our 30-day return window, provided they meet the return conditions listed above.

If you’re unsure whether your item is eligible for return, please contact us at hello@niavive.com before sending it back — we’ll be happy to help.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@niavive.com.