Refund policy

Return & Refund Policy

Last updated: 27 September 2026

At Nolima, we want you to shop with confidence. If you change your mind, receive an incorrect item, or there is a problem with your order, this policy explains how returns and refunds are handled.

Nolima is a UK-focused online jewellery retailer operated by OUTSOURCEUK LTD, Company No. 16575737, registered in England and Wales.

1. Change-of-mind returns

If you are purchasing as a consumer in the UK, you may have the right to cancel your online order within 14 days of receiving your goods, subject to the exclusions explained below.

To request a return, please contact us within 14 days of delivery at:

Email: info@nolima.co.uk

Please include:

• your full name
• order number
• item(s) you wish to return
• reason for the return
• photographs, where relevant

Once your return request is approved, we will provide the appropriate return instructions.

Please do not send a return to any address until you have received confirmation from us.

2. Return condition

Returned items must normally be:

• unworn
• unused
• in the same condition in which they were received
• free from damage, marks, perfume, cosmetics or signs of wear
• returned with any original tags, packaging, branded boxes, pouches or accessories supplied with the item

We reserve the right to reduce a refund where an item has been handled beyond what would reasonably be necessary to inspect it.

Your statutory rights are not affected.

3. Earrings and hygiene-sensitive items

For hygiene reasons, certain jewellery items may not be eligible for a change-of-mind return once hygiene seals, protective packaging or similar measures have been removed.

This may include certain:

• pierced earrings
• body jewellery
• other hygiene-sensitive products

Where a hygiene-related return restriction applies, this will be made clear on the relevant product page or packaging where appropriate.

This restriction does not affect your rights where an item is faulty, damaged, incorrectly described or otherwise not in conformity with your legal rights.

4. Faulty, damaged or incorrect items

Please inspect your order after delivery.

If you receive an item that is:

• damaged
• defective
• incorrect
• materially different from the product ordered

please contact us as soon as possible at info@nolima.co.uk.

Where possible, include clear photographs of:

• the item
• the packaging
• the shipping label
• the damaged or incorrect area

We will review the issue and arrange an appropriate resolution. Depending on the circumstances, this may include a replacement, return, refund or another suitable remedy.

Nothing in this policy limits your statutory rights under applicable UK consumer law.

5. Supplier-direct fulfilled orders

Some Nolima products may be fulfilled directly by an approved brand, supplier, distributor or fulfilment partner.

Because of this:

• return instructions may differ between products
• the return address may not be the same as our registered business address
• some returns may need to be sent directly to the relevant fulfilment partner
• you may receive separate return instructions for different items within the same order

Always contact Nolima before returning an item.

Do not return an item directly to the original sender unless we specifically instruct you to do so.

Nolima remains your point of contact for customer service regarding orders placed through our website.

6. Multiple-item orders

If your order contains products from different suppliers or fulfilment locations, the products may arrive separately.

If you wish to return more than one item, different return addresses or instructions may apply.

We will explain this when your return request is approved.

7. Return shipping costs

For change-of-mind returns, you may be responsible for the cost of returning the item unless we tell you otherwise.

If an item is faulty, damaged, incorrect or otherwise qualifies for a remedy under applicable consumer law, we will provide appropriate return instructions and, where legally required, cover reasonable return costs.

We strongly recommend using a tracked shipping service when returning an item.

Until the returned parcel is received by the appropriate return location, you are responsible for ensuring it is packaged securely.

8. Original delivery charges

Where you exercise a legal right to cancel an eligible online purchase, any refund of the original delivery charge will be handled in accordance with applicable UK consumer law.

Where applicable, this will generally be limited to the cost of the least expensive standard delivery method offered for the order.

Any additional amount paid for an upgraded or premium delivery option may not be refundable.

9. Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

If approved, the refund will normally be issued to the original payment method used to place the order.

Please note that your bank, card provider or payment service may require additional time to process the refund after it has been issued.

Where possible, we aim to process approved refunds promptly and within the timeframe required by applicable law.

10. Refund deductions

A deduction may be made where legally permitted if:

• the returned item has been handled more than necessary
• the item has been damaged while in your possession
• parts, accessories, packaging or included items are missing
• the item is returned in a condition that materially reduces its value

Any deduction will be considered on a case-by-case basis and will not affect rights that cannot legally be excluded.

11. Non-returnable items

Certain items may not be eligible for a change-of-mind return, including where applicable:

• personalised or made-to-order products
• products made to your specification
• certain pierced jewellery where hygiene protection has been removed
• items that cannot legally be returned for hygiene reasons after being unsealed
• gift cards or similar non-physical products, where applicable

Faulty or incorrectly supplied products remain subject to your applicable statutory rights.

12. Sale and promotional items

Unless a legal exception applies, purchasing an item during a sale or promotion does not automatically remove your consumer rights.

Eligible sale items may be returned in accordance with this policy.

If a particular promotional product has special return conditions, these will be clearly stated before purchase.

13. Exchanges

We may not always be able to offer direct exchanges because stock availability can change and some products may be fulfilled by different suppliers.

Where an exchange is not available, we may ask you to return the original item for a refund and place a new order for the replacement item.

14. Order cancellations before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible at info@nolima.co.uk.

We will try to stop the order before fulfilment.

However, some orders are sent electronically to suppliers or fulfilment partners shortly after purchase. If an order has already entered fulfilment, we may not be able to stop dispatch.

In that case, you may need to receive the order first and then follow the applicable return process.

15. Orders returned to sender

If an order is returned because:

• an incorrect address was provided
• delivery was repeatedly refused
• the parcel was not collected
• the customer could not be reached by the carrier

we will review the circumstances before deciding whether the order can be resent or refunded.

Additional shipping charges may apply where a re-delivery is requested and the failed delivery was not caused by Nolima or the carrier.

16. Lost return parcels

If you arrange your own return shipping, please retain proof of postage and tracking information.

Nolima cannot normally be responsible for a return parcel that is lost before it reaches the designated return location.

17. Returning gifts

If an item was purchased as a gift, any refund will normally be issued to the original payment method used by the purchaser.

Please contact us if you need assistance with a gift return.

18. Consumer rights

This policy is intended to operate alongside your rights under applicable UK consumer legislation.

Nothing in this Return & Refund Policy is intended to exclude or restrict rights that cannot legally be excluded.

Depending on the circumstances, your rights may include remedies where goods are:

• faulty
• not as described
• not of satisfactory quality
• not fit for purpose

19. How to request a return

To start a return, contact:

Nolima Customer Support
Email: info@nolima.co.uk

Please provide:

• your order number
• your name
• the item you wish to return
• the reason for the return
• photographs if the item is faulty, damaged or incorrect

We will then provide the correct return instructions.

20. Return address

Because some Nolima orders may be fulfilled by different suppliers or fulfilment partners, do not automatically send returns to our registered office.

The correct return address will be provided after your return request has been reviewed.

Return Address:
Provided after authorisation

21. Contact us

If you have any questions about returns, refunds or your consumer rights, please contact:

Nolima
Operated by OUTSOURCEUK LTD
Company No. 16575737
Registered in England and Wales

Website: nolima.co.uk
Email: info@nolima.co.uk
Telephone: +447403644157