Widerrufsrecht

Refund Policy

We want you to be genuinely happy with your House of Noem jewelry. If something is not right, this page explains exactly what you can send back, how long you have, who pays for what, and when your money reaches you. We have written it to be as clear as we can, because we would rather you knew where you stand before you order than after.

This policy applies to orders placed on houseofnoem.com. It applies in addition to your rights under the law, and nothing here takes those rights away. Section 15 says more about your statutory rights.

1. The short version

• You have 14 days from the day your order is delivered to request a return.
• Items must be unworn and in the condition you received them, with any tags and original packaging.
• Faulty, damaged, incorrect or missing items: we pay everything. Return shipping, a replacement or a full refund, your choice.
• Changed your mind: you pay the return postage. We do not charge a restocking fee and we do not deduct anything else from your refund.
• Refunds go back to your original payment method within 10 business days of us receiving and checking the item.
• Earrings must be unworn and, where applicable, still sealed, for hygiene reasons. Holding a piece up to check how it looks does not affect your right to return it.

Always contact us at help@houseofnoem.com before sending anything back, so we can give you the correct return address.

2. Your 14-day return window

You have 14 days, counted from the day your order is delivered, to tell us you want to return an item. You do not need to give us a reason. If your order arrived in more than one parcel, the 14 days run from the day the last parcel was delivered.

Once we have accepted your return request, you have a further 14 days to put the item in the post. What matters is the date you send it, not the date it reaches us, so keep your proof of postage.

If your 14 days have passed, write to us anyway. We look at every request on its own merits. Returns for faulty items are not limited to this window at all; see section 9.

3. Condition of returned items

To be refunded in full, an item needs to come back to us in the condition it left us in:

• unworn, other than briefly holding or trying it against your skin to check size and fit
• undamaged and unaltered
• with any tags still attached
• in its original box or pouch, which we ask you to keep until you are sure you are keeping the item

You are welcome to handle your jewelry and try it on to see whether it suits you, exactly as you would in a shop. Doing that will never cost you your right to return it. What we cannot resell is jewelry that has been worn beyond that point: pieces showing skin oils, perfume residue, scratches, tarnish, or a stretched or reshaped band.

If an item comes back to us worn or damaged in a way that reduces its value, we will not simply refuse it. We will contact you with photographs, explain what we have found, and offer you either a partial refund reflecting the reduction in value, or the item back at our cost. See section 7.

4. Hygiene: earrings

Earrings sit close to a pierced ear, so for the protection of the next customer we cannot resell a pair that has been worn, and we cannot accept returns of earrings that show signs of having been worn. Holding a pair up to your ear to check the look, without inserting them, does not affect your right to return them.

5. Items that cannot be returned

The list below is deliberately short. Anything not on it can be returned under section 2.

• Items that have been worn beyond a try-on, as described in section 3.
• Earrings that have been worn, as described in section 4.
• Items damaged after delivery through accident, misuse or alteration by someone other than us.
• Items made or engraved to your personal specification, where we say so clearly on the product page before you buy.

Sale items, discounted items and items bought with a promotional code are returnable on exactly the same terms as everything else. We do not operate a final-sale category.

6. How to start a return

• Email us at help@houseofnoem.com within 14 days of delivery. Include your order number, which item or items you would like to return, and whether you want a refund or a replacement. For a damaged or incorrect item, please attach a photograph.
• Wait for our reply. We answer within one business day. If your return is accepted we will send you the return address and packing instructions.
• Pack the item securely in its original packaging, inside an outer envelope or box so that the packaging itself is not damaged in transit.
• Send it within 14 days of receiving our reply, using a tracked service. Keep the tracking number and your proof of postage until your refund has been issued.
• Send us the tracking number. We will confirm arrival, check the item and email you as soon as your refund is on its way.

Please do not send anything back before you have heard from us, so that we can make sure it reaches the right place. If you have already sent something without contacting us, email us straight away with the tracking number and we will do our best to trace it.

7. Who pays for return shipping

We pay when the item is faulty, damaged in transit, not what you ordered, or not as described. In these cases we reimburse the postage you paid. Please send us the receipt.

You pay when you have simply changed your mind or no longer want the item. You are free to choose your own carrier; we only ask that the service is tracked, because until the parcel reaches us it remains your responsibility.

We do not charge a restocking fee, an administration fee or an inspection fee, and we never deduct the cost of the original outbound shipping from a refund for a faulty or incorrect item.

8. Refunds: amount, method and timing

What you get back: the full price you paid for the returned items. Because standard shipping is free on every order, there is no shipping charge to refund or withhold — you simply get back what you paid for the item itself.

We check returned items as soon as they arrive and email you to confirm whether the return has been approved. Once approved, we issue the refund to your original payment method within 10 business days of receiving the item, and usually sooner. We refund to the card, PayPal account or wallet you paid with; we cannot refund to a different card or send a bank transfer instead.

After we issue a refund, your bank or card provider decides when it appears on your statement. That usually takes 3 to 5 business days, occasionally longer for international cards.

A partial refund is only ever issued where a returned item has lost value because of how it was handled, and only after we have shown you what we found and agreed the amount with you. You may always choose to have the item sent back to you instead, at our expense.

9. Faulty, damaged or incorrect items

Please open your parcel and check it when it arrives. If anything is broken, missing, or not what you ordered, email help@houseofnoem.com with your order number and a photograph. We will put it right, and you will not be out of pocket.

Where an item is faulty, you may choose a replacement or a full refund, including any shipping you paid. We do not ask you to accept a repair or a store credit instead.

Manufacturing defects. Beyond the 14-day return window, we cover manufacturing defects for 12 months from delivery — clasps that fail in normal use, links or settings that come apart, and stones that fall out of their setting without impact. Contact us with photographs and we will replace the item, or refund it if we can no longer supply it. This commitment sits on top of your statutory rights and does not replace them.

The 12-month cover does not extend to normal wear, accidental damage, plating that fades over time (see section 10), or items that have been altered or repaired elsewhere.

10. Plating and everyday wear

Plated jewelry has a surface layer that wears thin over time, more quickly if it meets water, sweat, perfume, or cleaning products. Fading or thinning of plating through normal wear is a characteristic of the material rather than a fault, and it is not covered by the 12-month cover in section 9. Plating that flakes, blisters or discolors within days of first wear is a different matter, and we treat that as a defect — send us a photograph and we will tell you honestly which one it looks like.

11. Cancelling an order before it ships

We aim to dispatch within 1 to 2 business days, so cancellations need to reach us quickly. Email us with your order number and the word "cancel" in the subject line. If the parcel has not yet left us we will cancel it and refund you in full, usually the same day.

If it has already been dispatched, we cannot recall it, but you can refuse the delivery or return it under this policy once it arrives.

12. Parcels that are lost, refused or returned to sender

Lost in transit. If tracking has not moved for 10 business days, or your parcel has not arrived within the estimated delivery window, contact us. We open an investigation with the carrier and, if the parcel cannot be found, we send a replacement or refund you in full.

Marked delivered but not received. Please check with your household and neighbors and look for a safe-place photograph in the tracking first. If it still has not turned up, tell us within 14 days of the delivery scan and we will investigate with the carrier and find a solution with you.

Returned to sender. If a parcel comes back to us because the address was incomplete, because nobody collected it, or because an import charge was not paid, we will contact you. You can either have it sent again, paying the new shipping charge, or take a refund of the item price less our original outbound shipping cost.

Any duties or taxes charged on delivery are set by your own country and are not ours to refund. If you return an item, ask your customs authority about reclaiming any import charges you paid.

13. Discounts, promotions and gifts

If you paid a discounted price, that discounted price is what we refund. A single-use discount code that was applied to a fully refunded order will be reissued on request so that you can use it again.

Items received as a gift. If you were given a House of Noem item, contact us with the order number or the buyer’s name and email address. We can arrange a return and issue you a store credit for the value of the item, so that the person who bought it for you is not told. Cash refunds can only be issued to the original payment method.

14. Model cancellation notice

You do not have to use this wording. An email saying that you want to cancel is enough.

To: House of Noem.

• Email: help@houseofnoem.com
• I hereby give notice that I cancel my order for the following goods:
• Ordered on / received on:
• Order number:
• Name of consumer:
• Address of consumer:
• Date:

15. Your statutory rights

Everything above is our commercial policy, and in most respects it is more generous than the law requires. It does not limit the rights the law gives you as a consumer in your own country, and where our policy and your statutory rights differ, whichever is better for you applies. Consumer protection law generally entitles you to a repair, replacement, price reduction or refund where goods are faulty, not as described, or not fit for purpose, and in many countries gives you a separate right to cancel a distance purchase within a set number of days of delivery. If you are unsure of your rights where you live, your local consumer protection authority can tell you more.

16. If your refund is late or missing

Refunds occasionally get held up between our payment provider and your bank. Before contacting us, please check your bank statement rather than only your app balance. If more than 5 business days have passed since we emailed you to say your refund had been issued, write to help@houseofnoem.com and we will send you the refund reference from our payment provider so your bank can locate it directly.

If you believe we have not handled a return correctly, say so and ask for it to be reviewed. A person will look at it again and reply with a decision and a reason.

17. Contact us

House of Noem

• Address: Old Town, 461 00 Igoumenitsa, Greece
• Email: help@houseofnoem.com
• Support hours: Monday to Friday

We aim to answer every message within 24 hours. For anything to do with a return or a parcel in transit, please include your order number and, where you have one, your tracking number so we can look it up before replying.