Question 1

Do you offer gift wrapping?

Accepted Answer

Of course! Every order is wrapped in beautiful tissue paper with our logo and includes a free jewelry pouch, so you can give your favorite items as a gift or store them neatly. At checkout, you can select additional gift options, such as birthday cards, gift boxes, and other packaging choices. Or use the links below:

Extra pouches

Gift wrapping

Question 2

Do you want to return an item?

Accepted Answer

You can return non-personalized jewelry within 14 days of delivery at your own expense (often as letter post with just a few stamps). For hygiene reasons, only unworn items can be returned. If you ordered by mistake or aren’t fully satisfied, you can start a return request here.

Note: Personalized items may not be eligible for return. Not sure what to do? Contact our Customer support team any time!

Question 3

What kind of material is the jewelry made of?

Accepted Answer

Stainless Steel Collection

Our collection of waterproof jewelry is made from stainless steel. All of our stainless steel items are crafted from 316 stainless steel with IPG plating (18K gold vacuum plating) of 0.2 microns thickness. They are durable, hypoallergenic, and remain beautiful even in contact with water! Our stainless steel pieces are a great choice for everyday wear.

Good to know: this collection will soon be expanded with lovely new items. In the meantime, here's the link to our current stainless steel collection.

Gold Plated Collection

All of our other gold-plated jewelry are made from a brass-based metal with a 14 to 16 karat gold-plated layer, applied using a strong electro-plating technique. This ensures the pieces have an even layer of shiny gold that lasts much longer than the commonly used ‘flash-gold’ plating. The plating stays beautiful for a long time with proper care! We recommend avoiding contact with water, perfume, and body creams, as this can cause the plating to fade over time.

Both our stainless steel and gold-plated collections are nickel-free and therefore hypoallergenic, making it suitable for sensitive skin.

Question 4

How should I store and clean my jewelry?

Accepted Answer

We highly recommend that you store your jewelry in the ByNouck pouch we provide or in a jewelry box. Please avoid keeping the jewelry in a humid environment, such as a bathroom.

Ideally, store each piece of jewelry separately to prevent them from rubbing together or tangling. For light cleaning, gently polish your items with a soft, lint-free cloth to avoid scratching.

Question 5

I have a store and I want to be a wholesale customer, is that possible?

Accepted Answer

Thank you for your interest in By Nouck and for considering becoming a wholesale dealer! We carefully select our retail partners to ensure a strong alignment with our company values and aesthetics, and we are committed to contributing to the success of all our partners.

To proceed, please forward your inquiry and any questions to wholesale@bynouck.com. Our wholesale manager will be happy to assist you and provide more details about our wholesale procedure. You can also learn more about partnering with us by reading the following link:

Wholesale By Nouck

Thank you again, and we look forward to hearing from you!

Question 6

Do you ship to my country?

Accepted Answer

Yes we definitely do! We ship worldwide.

Country	Shipping cost	Shipping Method	Delivery time
The Netherlands	€ 4,95	PostNL	1-2 days
Belgium	€ 5,95	Colis Privé	1-2 days
France	€ 5,95	Colis Privé	4-6 days
Germany	€ 5,95	DHL	2 days
United Kingdom	€ 5,95	Royal Mail	4-6 days

Country	Shipping cost
Rest of World I*	€ 6,95

* Europe, United States, Japan, Israel, Canada, Australia, New-Zealand, Hong Kong, Saudi Arabia, Singapore, Lebanon, South Korea, Turkey, Brazil

Country	Shipping cost
Rest of World II**	€ 19,95

** Africa, Argentina, Asia, Chile, Greenland, India, Mexico, Middle East (excluding Qatar), Qatar, South Africa, Latin America (excluding Mexico), Taiwan, United Arab Emirates, Puerto Rico, and the rest of the world. **

Orders to countries outside of Europe are shipped using PostNL Global Pack. This is a tracked shipping service with a fee of €19.95.

Once your order has been prepared, you will receive an email with your track & trace code and instructions. For more details about your shipment, please refer to the track & trace link provided or enter your tracking number at www.17track.nl.

International delivery times vary depending on the destination. Please note that we are not responsible for customs duties, taxes, or other import charges.

Your order is designed to fit through the mailbox, so you don’t need to be home to receive the delivery.

Question 7

Can I order my necklace in a different length?

Accepted Answer

Our necklaces from the Design Your Own collection are available in three different lengths: short (38 cm), medium (45 cm), and long (55 cm). For some of our base designs, it may be possible to adjust the length for an additional cost, depending on the type of necklace. Feel free to contact our Customer Support team to inquire whether this is possible for a specific product.

Question 8

How can I track my order?

Accepted Answer

Once your order is ready, you'll receive a confirmation email with your tracking code and clear instructions. This way, you can easily track your package and know exactly when to expect it. If you need a more detailed tracking, you can also run the tracking number through 17track.net or the tracking website of your local post delivery service.

If you have any questions about your order or tracking, feel free to contact our Customer Support team. We're happy to assist you!

Question 9

How does ByNouck care about sustainability?

Accepted Answer

Sustainability in jewelry means having a responsible and transparent production process. Since almost all our items are handmade and designed by our team in the Netherlands, much of our supply chain is already transparent and easy to trace.

We avoid plastic in our packaging, provide invoices digitally instead of on paper, and sell leftover stock during our popular Sample Sales. To minimize waste, we actively reuse and repurpose charms and chains whenever possible.

Question 10

Can I customize the jewelry?

Accepted Answer

If you're looking to personalize an item, check out our "Design Your Own" collection. Here, you can select a base necklace, bracelet, or earring/hoop in the size you prefer, and choose from a wide range of charms to mix and match! You can also explore the "Initials" and "Engraving" categories, where you can select your initials or have a personal message engraved. In addition to these options, all our items come with a thoughtfully crafted standard design, made with care and attention to detail.

Question 11

How long will my personalized order take?

Accepted Answer

The delivery time for your personalized order depends on the design and the moment you placed the order. We do our best to make and ship your order as quickly as possible. In most cases, orders placed before 4:00 PM are shipped the same day.

However, for personalized jewelry, it may take a bit longer, depending on the complexity of the design or the workload of our production team.

Do you have a specific date in mind? Feel free to contact us, and we’ll look into the options together!

Question 12

Do you offer gift cards and how to use them?

Accepted Answer

Yes, we also sell gift cards! Our gift cards are available starting from €20 and can be easily purchased via this link: Gift Card

You can redeem the gift card in the payment section of your order. Simply enter the code in the "discount code or gift card" box and click the "apply" button. You can use the gift card as a payment method and combine it with a discount code by filling in the same box.

Please note:

It is not possible to purchase a gift card with a discount code.
You can use a maximum of one gift card and one discount code per order.

Question 13

Do I buy the earrings as a set?

Accepted Answer

At ByNouck, we love mixing and matching jewelry, which is why most of our earrings are sold as single pieces. You’re the stylist of your own ear party!

Question 14

Can I pick up my order?

Accepted Answer

You can only pick up your order directly from our shop in Haarlem, located near the city center, in the Netherlands. Simply let our Customer Service Team know that you'd like to collect your order, and they’ll refund your shipping costs and coordinate a convenient pickup time for you.

Question 15

How is the jewelry produced? And do you have ethical policies?

Accepted Answer

All our items are handmade by the ByNouck production team in our workshop in the heart of Haarlem, the Netherlands. We source charms from a trusted network of manufacturers and suppliers worldwide, including places like Istanbul, India, South Korea, Spain, and the USA.

We take ethical manufacturing seriously and require our suppliers to meet strict standards, with audits and certifications that ensure fair wages, safe and fair working conditions, no forced or child labor, and equal opportunities for all workers.

Question 16

Can my package be redirected to a different address?

Accepted Answer

Due to the speed at which we process orders, there is only a short window of time to cancel or make changes to your order or address. Therefore, it is crucial to double-check all details before finalizing your order. Once your package has left our warehouse, we are unable to redirect it. Please ensure that you provide an address where you can reliably receive your order.

Question 17

How do I take care of the items?

Accepted Answer

To keep your jewelry durable and protect the gold plating, remove it before sleeping, heavy exercising, or showering and bathing. Avoid wearing it in the sea or a chlorinated pool, as these can damage the plating.

The gold-plated layer lasts longest when kept dry! Avoid spraying perfume, applying creams, or using any liquids directly on your jewelry.

Store your pieces away from extreme temperatures, humidity, and sunlight. And remember to remove your jewelry when handling bleach, cleaning products, or other chemicals.

Question 18

Do I need to be home to receive my parcel?

Accepted Answer

Our packages do not need to be signed for and fit through the letterbox. So, you don't need to be present to receive your package. However, please make sure your letterbox has the correct dimensions: the opening must be at least 265 mm long and 33 mm wide, and there should be a space of at least 270 mm x 150 mm x 380 mm (W x H x D) behind the letterbox.

Question 19

Can my order be delivered to a PO box?

Accepted Answer

Unfortunately, we can’t deliver to PO boxes or Armed Forces addresses.

Question 20

What is the warranty period?

Accepted Answer

Our jewelry is backed by a 12-month warranty from the date of purchase. We take great pride in the quality of our pieces and handle every case with care, assessing each situation individually to ensure the best possible solution.

If you need assistance, our Customer Support team is ready to help via WhatsApp, chat, or email.

Question 21

Do I need to pay custom duties and taxes?

Accepted Answer

All prices include taxes, but if you’re ordering from outside the EU, you’ll be responsible for any import duties, customs fees, or other taxes in your country. These are set by local authorities, so it’s best to check with your customs office before ordering.

For UK customers:

If your order is over £135, you will have to pay import duties to receive your order. This is unfortunately a direct result of Brexit. We cover the shipping costs for orders over €100*, but the import duties are for the customer.

Below is a link with additional explanation of tax and duty:

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

* During Black Friday promotions, free shipping is temporarily not applicable.

Question 22

Tracking says delivered, but I haven’t received anything.

Accepted Answer

It’s possible that your package has already been scanned, but that the driver was delayed on their route due to unforeseen circumstances. Often, the scanning of your package is done at the sorting center, not by the driver themselves (not all drivers have their own handheld scanner). This can make it seem like your package has been delivered, while in reality, it’s still in the driver’s bag. We recommend waiting a few business days (1-4), as the driver will typically continue their route and deliver your package shortly.

Sometimes, the package may have been mistakenly delivered to a neighbor, so it’s worth checking with them as well.

If you still have doubts or questions, feel free to contact our Customer Support team—they’ll be happy to assist you!

Question 23

Can I change or cancel my order once it’s placed?

Accepted Answer

If your items are in stock, we’ll begin processing your order immediately. Our team is dedicated to getting your order ready and shipped as quickly as possible, so you can receive your products without delay. As a result, there is only a short window of time to cancel or make any changes to your order or address. Due to the fast pace of our process, we may not always be able to respond to messages and emails right away, so it’s essential to double-check your order before finalizing it. If any changes are needed, please reach out to our Customer Support team via our quick contact channels, such as WhatsApp or DM.

Please keep in mind that once your order is sealed in a postbag or has already been shipped, we cannot make any further changes.

Of course, if needed, you can always return your order. Should you have any questions or need assistance with returns, feel free to contact our customer service team—we’re here to help!

Question 24

I can't find my order in the return portal

Accepted Answer

You can find your order number in your order confirmation email. It starts with a # and is a 6-digit number. Did you enter the correct email address you used to place the order? Still can't find it? Please contact our Customer support team.

Question 25

Can you buy the claps from the DYO collection individually?

Accepted Answer

The DYO clasps are available as a hidden option on our website, but feel free to order them individually and mix and match with the items already in your collection!

Here is the correct link:

Claps

Question 26

What happens after I place my order?

Accepted Answer

As soon as your order is received, you will immediately receive a confirmation email with your personal order number, so you can always track your order. All orders placed before 4:00 PM will be carefully processed and prepared for shipment on the same day. This means that your package will usually arrive quickly!

For personalized products, we will start creating your items right away. Please note, however, that this may take a bit more time, as we ensure everything is tailored perfectly to your preferences.

Once your order is packed, you will receive a tracking number, so you can track exactly when your package will arrive. We hope you'll be satisfied with your new jewelry and that it meets your expectations! If you have any questions or are not fully satisfied, please don't hesitate to contact our Customer Support team. They will be happy to assist you.

Question 27

What is the return period?

Accepted Answer

At By Nouck you always have the option to return your order. This can be done within 14 days, after receiving the shipment. Please make sure that the items are returned unworn and undamaged. It is also good to know that engraved items and the By Nouck gift card, among others, cannot be returned. Would you like to know exactly what may or may not be returned? Then please refer to the questions below or contact our Customer support team.

Question 28

Do you have a silver collection?

Accepted Answer

We do have some silver pieces available in our Sale collection

In the future, we might create a small silver collection again. So be sure to keep an eye on our website and social media!

Question 29

Which items cannot be returned?

Accepted Answer

There are a number of items that cannot be returned and are therefore excluded from a refund:

Engraved items

All of our engraved jewelry is personalized and unique. Therefore, this type of product is not eligible for return. If a mistake was made during the production process of our jewelry, we will of course look for an appropriate solution together. In this case or for more information about returns, please contact our Customer service team.

The By Nouck gift card

Please check carefully if the chosen amount on the gift card is correct before you finalize your order. A gift card cannot be exchanged for cash.

Worn items

Worn earrings, bracelets, rings and necklaces cannot be returned for hygienic reasons.

Question 30

An item is missing from my order.

Accepted Answer

Sorry to hear that something seems to be missing from your order!
Could you please first check both pouches and the corners of the packaging? Sometimes a small item can get tucked in there.
Please let our Customer Support team know if you haven’t found it yet, we’ll be happy to assist you further.

Question 31

Are there any costs for returning my order?

Accepted Answer

Return costs are for your own account and will not be refunded by By Nouck.

You can pay the return costs directly in our returns portal.

*Attention! If your country is not listed among the options in our returns portal, please contact our Customer support team. They will quickly help you with your return shipment. Only when returning the entire order, we reimburse the original shipping costs.

Question 32

Within what time frame will my return be processed?

Accepted Answer

After we receive your return, we aim to process it within 14 days. Once your return is unpacked and processed, you will receive an email from us. Once the return has been processed, the purchase price will be refunded as follows;

IDeal/Bankcontact: The amount will be on your account within 5 business days.

Mastercard/Visa: The amount will be credited to your credit card within 14 business days.

Klarna: The amount is automatically adjusted in your Klarna account and you will receive an updated invoice by email.

Paypal: The amount will be credited to your PayPal account within 30 days.

By Nouck gift card: If you paid (part of) your order with a gift card, you will receive the refund on the same gift card. You can then use the code again immediately.

When you have chosen for a voucher + extra shopping credit instead of a refund, you will immediately receive a code via email on the day your return is processed.

Please note! Did you choose the payment method Klarna when ordering? Even then you have to pay the invoice within 30 days, despite any delays regarding shipping or return processing. Keep a close eye on the payment deadline to avoid extra costs for late payment.

Question 33

I did not receive a return form with my order?

Accepted Answer

That's right! You can easily register your return through our returns portal. Please, also print out the return form to include in your return package or add a handwritten message with your order number and details. That way our returns team knows who the return package came from and can process it quickly.

Question 34

Can I return or exchange my order in one of By Nouck's physical stores?

Accepted Answer

Returns in one of our stores are certainly possible, this is completely free of charge. You do not need to register these returns via the returns portal. Just go to the store and bring your order number. By Nouck shops are only located in the Netherlands.

Question 35

Is it possible to exchange an item?

Accepted Answer

You can only choose to exchange your items in our physical stores in the Netherlands.

Unfortunately, it is not possible to exchange an item via a return shipment. Do you want to choose a different length or item? The best way to return an item is with a voucher + extra shopping credit. With this voucher you can place a new order and the extra credit will cover the new shipping costs. Please note that you will not receive the voucher code until your return has been processed.

Question 36

Should I send my return in the original box?

Accepted Answer

If you no longer have the original packaging for your order or prefer not to send the items in this box, you may send them in another box or in a sturdy envelope. It is important that the items are well packed and that you have registered your return via our returns portal and enclosed the return form (or a manual note with your details).

Question 37

Can I combine multiple orders and return them as one package?

Accepted Answer

Have you placed multiple orders? Then it is also possible to return them in one package. However, it is important to register both orders separately via the returns portal. And also to include a return form or note for each order.

Question 38

I get reminders from Klarna, but I have returned items. What now?

Accepted Answer

It may be that your return has not yet been processed within Klarna's payment period. We therefore advise you to always report a return to Klarna, so they know about it and can temporarily suspend the invoice. This prevents any additional costs that may be charged when the payment is not made on time.

You can also choose to pay the entire invoice. Once the return has been processed, the overpayment will be refunded to your account.

Question 39

Warranty & service

Accepted Answer

Have you received a broken or incorrect item? Please contact our Customer support team.

Please provide your order number and/or email address and a picture of the damaged or wrongly received item(s). Our team will look into the possible options with you!

Question 40

Can engraved jewelry be returned?

Accepted Answer

All of our engraved jewelry is personalized and unique. Therefore, this type of product is not eligible for return. If a mistake was made during the production process of our jewelry, we will of course look for an appropriate solution together. In this case, please contact our Customer support team.

Question 41

Other return conditions

Accepted Answer

Returns can only be made within the specified return period of 14 days from the day of delivery.

Both the cost and the risk of sending a return are for your own account. Returns via our physical stores (in the Netherlands) are of course free of charge.

We only accept returns if they are returned in original condition. Damaged and/or worn items will be returned and not processed as returns.

Did you pay shipping costs while ordering? If the entire order is returned, you will also receive a refund of the original shipping costs and pay only the return costs.

Question 42

What is the refund process for an order paid with a gift card?

Accepted Answer

First, the part of the amount paid with Ideal/Credit card/Paypal etc. is refunded. Then the part paid with a gift card is automatically returned to this gift card. It is therefore important to keep the code of your original gift card until after the return period. You can then use this code again for a new order. In case you cannot find the original code, please contact our Customer support team. They can generate a new code for you.

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