FAQ

shipping

orders

returns

warranty

material

product

gifting

Wholesale

What is the warranty period for the jewelry?

We work with a warranty period of 6 months starting the moment your purchase has been made. We take our quality very seriously and want to guarantee that every issue is individually looked at. So we judge each situation separately to see what’s going on and how we can find a solution.

Our Customer support team is always ready to assist you via whatsapp, chat or email.

How should I store and clean my jewelry?

We highly recommend that you store your jewelry in the ByNouck pouch we provide or the jewelry box. Please do not keep the jewelry in a humid environment (like a bathroom).

Ideally you should store your pieces of jewelry separately, so that they don’t rub together or become tangled. For a light cleaning, gently polish your items with a soft, lint-free cloth to avoid scratching.

Can I order my necklace in a different length?

Depending on the type of chain you’d like in a different length, it could be possible to change the length to an additional cost. Please don’t hesitate to contact our online Customer Service team and inquire if it can be done for a specific product.

Can I customize the jewelry?

If you like to personalize an item, the best categories to look at are ‘Initials and Engravings’. We will soon introduce more options to our website, like adding a heart or changing the color of a bead. We have many personalizable items available! Besides these categories, all of our items have a standard design that we have created with much care and precision.

Do I buy the earrings as a set?

At ByNouck we love mixing and matching our jewelry and have made this a key concept for our brand. That is why we offer most of our earrings as single pieces. You are the stylist of your own ear party!

Please pay attention while ordering your items if the product is listed as a single piece or a set.

What kind of material is the jewelry made off?

All the items are nickel free and therefore hypoallergenic. The items are made of a brass based metal with a 14 to 16 carat gold-plated layer.

Do you ship to my country?

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, Argentinia, Asia, Chili, Greenland, India, Mexico, Rest of Middle East, Qatar, South Africa, Rest of Latin America, Taiwan, United Arab Emirates, Puerto Rico & Rest of World.

** Orders to countries in the rest of the world are shipped with Post NL Global Pack. This is a tracked shipping option for €19,95. Shipping is free for orders above €150.

★ You can find your track and trace code and the instructions in an email after we have prepared your order. For more information about the shipment of your order, please check your track & trace link or fill in the tracking number at www.17track.nl.

★ The international delivery duration varies per country. We are not responsible for the rights, taxes and other import charges and costs.

★ Your order fits through the mailbox, so you don't have to be at home to receive your delivery.

What happens after I place my order?

After you placed the order, you’ll get a confirmation email and personal order number; Then we will pick your order, personalized items will be made right after this; After we prepared your order, we will wrap the item(s) with care and send it out within a (business) day; We hope you’ll enjoy wearing the items!

How do I track my order?

All of the orders are shipped with a track and trace code. Shipping is free for orders over €100,-* You can find your track and trace code and instructions in the confirmation email that you receive after we have prepared your order. Check the shipping time through this link

*This only applies to the countries mentioned in the list on our shipping page. If your country is not on the list then the shipping is free for orders over €150,-

How long will my personalized order take?

Depending on the design of the item and the time the order was placed, we usually are able to start creating your piece the same or the next day!

Can I pick up my order?

Yes, you can! Pick up your order at our shop in the city centre of Haarlem. Please let our Customer Service Team know ahead of time via the Chat option that you would like to pick up your order instead of having it delivered. The Customer Service Team will refund you your shipping costs and give you a time and date to pick up your order.

Can I change or cancel my order once placed?

If the items in your order are in stock we will prepare your order immediately. That means you will only have a limited amount of time to change or cancel your order. Once your order has been processed we are unable to make any changes or cancel your order. You can return your order once you have received it. For more details about our Return Policy please use the chat to talk to our agents.

Can my parcel be redirected to a different address?

For international orders: We unfortunately are unable to redirect orders once they have left our warehouse. So please make sure you fill in an address where you will definitely be able to receive your order.

Do I need to be at home to receive my parcel?

Our orders do not require a signature. Your order fits through the mailbox (or through the slot in the door). Orders can be guaranteed by the mailbox if it meets the requirements that shipping companies set for letterboxes. It means that the free opening of the slot must be at least 265 mm long and 33 mm wide. If there is a space behind the insertion slot where the post may fall, its dimensions must be at least 270 mm x 150 mm x 380 mm (W x H x D).

Can my order be delivered to a PO box address?

We are unable to deliver to PO Box numbers and Armed Forces addresses.

Do I need to pay custom duties and taxes?

Taxes are included in the price. We are not responsible for the rights, extra taxes and other import charges or costs.

Can I return my items?

Do you wish to return one or more of your items? Non-personalised jewelry can be returned within 14 days from its delivery day at own expense (most of the time via letter post with just some stamps). Due to hygienic reasons we only accept unworn jewelry returns. If you want to return (part of) your order because you have either made a mistake ordering or you are not completely satisfied with your order you can place a return request with this link:

Click here to start your return to ByNouck

* Please note that personalized items may not be accepted as a return. Not sure what to do? Feel free to contact our Customer support team

What kind of materials do you use?

Gold
All of our items are made from a brass-based metal with a 14k to 16 karat gold-plated layer. They are gold-plated using a strong electro-plating technique that ensures your pieces have an even layer of shiny gold all around. This technique lasts much longer than the widely used ‘flash-gold’ plating technique.

Freshwater pearls
Our cultured freshwater pearls are sourced in South-East Asia. Did you know freshwater pearls grow in all kinds of lakes, ponds and rivers? The cultured part of the description means that the pearls are created with some human intervention.
The pearls take approximately half a year to 2 full years to grow before carefully harvested. Each pearl is unique in shape, size and character. We take great pride in handcrafting your pearl necklaces as we tie and attach each part by hand!

Natural gemstones
Our gemstones are sourced from all over the world! All our birthstones come from a small little workshop in Jaipur (India) where a talented group of stone cutters work on the stones that you wear. We are very excited to work with them as they have many stones that we can choose to work with. This makes designing a lot of fun!

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

All our items are handmade in our workshop in the center of Haarlem, the Netherlands, by the By Nouck production team. We source our charms from an extensive network of manufacturers and suppliers from all over the world. Think of places like Istanbul, India, South Korea, Spain and the USA!

We also take our ethical manufacturing responsibility very seriously and require our suppliers to have audits and certificates. Standards we look for show good working conditions, good pay, no forced or child labour, equal opportunities and safe working conditions (think of factory machines).

How does ByNouck care about sustainability?

Sustainability in the jewelry industry means having a responsible and transparent production process. As all our items are handmade by our team in The Netherlands, a big part of our supply chain is already transparent and easy to trace.

We don’t use any plastic in the packaging of your order, don’t print out unnecessary invoices (you get them digitally!) and leftover stock is sold during our ever-popular Sample Sales! To reduce our waste we actively reuse and repurpose each charm and every bit of chain wherever we can.

How do I take care of the items?

To help protect the durability and the gold plating of your jewelry make sure to remove your jewelry when sleeping, during heavy exercising or taking showers and bathing. Particularly when swimming in the sea or a chlorinated swimming pool it is best to take off your pieces.

Remember that a gold-plated layer lasts the longest when you keep it dry!

Avoid spraying perfume, applying creams or any other liquids directly onto your jewelry.

Keep your jewelry away from extreme temperatures, humidity or sunlight.

Avoid wearing your jewelry when using bleach, cleaning products and other chemicals

Do you offer gift wrapping?

All the orders are packed with wrapping paper and one free jewelry pouch per order to gift or store your favorite pieces. You can find the gift options in the check out box for little birthday cards, gift boxes and other packaging options.

Do you offer gift cards and how to use them?

Yes we do! We sell gift cards with an amount of € 20,00 - € 30,00 - € 40,00 and € 50,00. * You can find the gift cards in this link.

* Please note that you can't buy a gift card with a discount code. You can redeem your gift card in the payment section of your order. Apply the code in the Gift Card box and push the arrow button. You can use your gift card as a payment method and combine it with a discount code* by using the same box.

* You can use a maximum of 1 Gift Card and 1 discount code.

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

We carefully consider our retail partners to ensure there is a clear understanding of our company values and aesthetics. We enjoy contributing to the success of all our partners! If you are interested in partnering with us you can read all about it in following link

Can i return my engravement items?

All our engraved jewelry is personalized and has its own unique character. 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 further information about returns, please contact our Customer support team.

Mention your order number and always include a picture of your item, so we can help you out the best way possible.