Return & Exchange Policy
All Sales Are Final
At Novastella Jewels, each piece of premium jewelry is crafted with utmost precision, undergoing strict quality checks before it leaves our studio. Because our pieces are handcrafted and made-to-order, we do not offer returns, refunds, or exchanges once a purchase is completed.
We kindly ask that you review all product details, sizing guides, and specifications carefully before placing your order.
Damaged or Incorrect Items
In the rare event that your jewelry arrives damaged during transit or if you receive the wrong item, we will absolutely make it right.
To report a damaged or incorrect delivery:
Report Within 24 Hours: You must contact our customer care team via email at novastellasupport@gmail.com or WhatsApp at +61 432 836 585 within 24 hours of receiving the package.
Provide Proof: To help us verify the issue, please share a clear video of you opening the courier package for the first time (Unboxing Video), along with high-resolution photos of the damage.
Resolution: Once verified by our quality control team, we will arrange a secure pickup and rush a brand-new replacement piece to you at no additional cost.
Please note: If a mandatory unboxing video is not provided, or if the issue is reported after 24 hours of delivery, we will be unable to process a replacement.
Order Cancellations
Once an order is placed and enters production, it cannot be canceled or modified. If you need to make an urgent change to your shipping address, please contact us immediately within 2 hours of placing your order.