Refund policy

At Soul Of Nol, each piece is individually handcrafted to order with care and intention. Due to the handmade and made-to-order nature of our jewellery, we ask customers to read our policy carefully before purchasing.

Made-To-Order Production Times

All pieces are handmade to order in Melbourne, Australia.

Please allow:

  • 3–5 business days for production

  • plus shipping time selected at checkout

During busy periods, launch collections, holidays, or sales events, production times may be slightly longer.

Returns & Exchanges

We accept returns or exchanges within:

14 days of delivery

To be eligible for a return:

  • the item must be unworn

  • in original packaging

  • in original condition

  • free from damage or misuse

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Non-Returnable Items

Due to hygiene and the handmade nature of our jewellery, we cannot accept returns for:

  • custom or personalised pieces

  • worn jewellery

  • damaged items caused by improper care

  • sale items or gift cards

Faulty or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us within:

7 days of delivery

Include:

  • your order number

  • clear photographs of the issue

We will work quickly to resolve the issue through:

  • replacement

  • repair

  • refund where appropriate

Order Cancellations

Orders may be cancelled within:

12 hours of purchase

After production has begun, cancellations may not be possible due to the made-to-order process.

Shipping Delays & Lost Parcels

Once orders are dispatched, shipping timeframes are the responsibility of the shipping carrier.

Soul Of Nol is not responsible for:

  • postal delays

  • customs delays

  • incorrect shipping addresses entered at checkout

If a parcel is lost in transit, please contact us and we will assist where possible.

Jewellery Care & Sterling Silver Tarnishing

Sterling silver naturally tarnishes over time. Tarnishing is a normal chemical reaction caused by exposure to:

  • air

  • moisture

  • perfumes

  • lotions

  • sweat

  • humidity

  • chemicals

Tarnishing does not mean your jewellery is faulty.

To help preserve your jewellery:

  • store pieces in a dry place

  • avoid water, perfumes, and chemicals

  • remove before swimming, showering, or exercising

  • polish gently using the provided polishing cloth

Each Soul Of Nol order includes a polishing cloth to help maintain your jewellery’s shine.

With proper care, sterling silver jewellery can last beautifully for many years.

Natural Handmade Variations

Because every piece is individually handmade, slight variations may occur in:

  • stamping depth

  • alignment

  • finish

  • texture

These subtle differences are part of the handmade character of each piece and make every necklace unique.

Contact

For any questions regarding your order, please contact us via our contact page or email.

We aim to respond within 24 hours.