FAQ
PAYMENT
What forms of payment do you accept?
We accept all major credit cards, including Visa, Mastercard, American Express and Discover. We also accept Shop Pay and PayPal.
ORDERS & SHIPPING
When will my order ship?
Orders will ship within 2 business days, unless stated otherwise. More on Nell’s shipping policy can be found here.
How do I check the status of my order?
Once your order has shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to contact support@nellthebrand.com to check on the status of your order.
Can I order items gift-wrapped?
We love a good gift! All items are shipped in Nell branded packaging that is perfect for gifting. To add a gift note to your purchase, check the “Add Gift Note” box when viewing your cart at checkout. A form will appear where you can add a note for us to send along via packing slip at no charge.
Do you accept custom orders?
Nell us more, please. You can email support@nellthebrand.com to discuss what you have in mind!
Do you provide products for wholesale?
For any wholesale inquiries, please contact hello@nellthebrand.com
REFUNDS & RETURNS
What is your return policy?
We want to make sure that you are completely satisfied with your purchase. More on Nell’s refunds and returns policy can be found here.
JEWELRY CARE
Can I swim in my jewelry?
We recommend removing your pieces prior to showering and swimming in a pool or the ocean. We also suggest avoiding lotion and perfume application while wearing. For additional care instructions, please email us at support@nellthebrand.com.
How can I clean my jewels?
To maintain the shine of your Nell jewels, we suggest periodic cleaning with a soft cloth or with mild soap and water. For gold-plated pieces, we suggest storing in an airtight container and using a polishing cloth if tarnishing occurs. Avoid contact with harsh cleaning products.
How should I store my jewels?
As all pieces are handmade using real freshwater pearls and delicate chains and components, we recommend storing your jewels in the pouch it arrived in. Always place jewels gently on hard surfaces to avoid breaking or scratching. Pack your jewels with care when traveling.
GENERAL FAQ
Do you have a storefront?
Lots of stories, but no storefront (yet)! Checkout our Instagram @nellthebrand for the latest updates.
Can I purchase a gift card?
Can I combine discount codes?
Discount codes cannot be combined.
Get in touch
Have questions about your order, or a general enquiry?
