ORDERS & RETURNS

Order
&
Returns

Who we are
Nelrosa is a small atelier, not a warehouse-based chain store. Every piece is handmade individually — so it matters to us that it reaches you exactly right the first time. Unsure about a colour or size? Write to us before ordering — we're happy to send a reference photo, a colour swatch, or simply advise.

Returns — 14 days (core collection)
Products from our core collection can be returned within 14 days of delivery, with no reason required, in line with EU consumer law.

• The item must be unworn and undamaged, in a condition that allows resale as new — with tags attached, in its original packaging.

• If the item shows signs of use beyond what is necessary to establish its nature and characteristics (similar to trying on clothing in a physical store), we may reduce the refund to reflect the resulting loss in value.

• Return shipping is paid by the customer.

• Refunds are issued within 14 days of receiving the returned item.

Custom orders — non-refundable
Pieces made to your individual specification — a bespoke combination of colours or elements chosen for you, a custom size, a modified fastening, or any other change made on request — cannot be returned or exchanged. Under EU consumer law, the right of withdrawal does not apply to goods that are not prefabricated and are made according to the consumer's specifications or clearly personalised. We will always tell you clearly before you complete such an order, and you will confirm this before payment.

✰ The nature of freshwater pearls Variation in freshwater pearls is to be expected — this is the nature of organic materials. Pearl variation, or simply not loving the shape once it arrives, is not grounds for exchange or return. The quality of craftsmanship is always maintained, and natural variation between pearls does not affect the integrity of the piece.

✰ Product photography We do our best to photograph our pieces accurately, but due to screen settings, the lighting used in our photoshoots, and the natural qualities of our materials (silk, metal, pearls), the actual product may look slightly different from its photo. This is not grounds for a return or complaint.

Customs duties and import taxes (orders outside the EU)
For orders shipped outside the European Union, any customs duties, import taxes, or handling fees charged by your country's customs authority are your responsibility and are non-refundable by Nelrosa — including on returned items. These charges are collected by your local customs office, not by us, and we have no way to reimburse them.

Returning an item from outside the EU

Please do not ship a return using your own label, courier account, or customs declaration without contacting us first. A return sent this way can be flagged for customs clearance twice — once leaving your country, once entering Poland — which may cause the parcel to be delayed, held, or charged import duties a second time, at your cost. Write to us before sending anything back and we'll give you the correct return address and documentation to avoid this.