SHIPPING
When we have received your order we strive to get your package to you as soon as possible. If the item that you have ordered is in stock, it will be dispatched from our warehouse within 24 hours (on working days).

• Within the Netherlands : Within 1-2 working days.

• Rest of the EU: Within 3-8 working days.

• All other countries: Contact us via info@collectionnh.com and we can asess the best options for you.

Estimated delivery times are to be used as a guide only and commence from the date of dispatch.

When you place an order at the website we will send you an email with the tracking number on the day your package will be dispatched. You can check the status of your shipment using the tracking number.

IMPORT AND CUSTOMS DUTIES
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

RETURNS AND EXCHANGES

Bespoke, made to order, engraved or resized items cannot be returned. However, as customer satisfaction is our priority, if you have any issues with your bespoke piece, we are happy to try and resolve any problem to the best of our ability on a case-by-case basis. We do not accept returns on sale items. For reasons of hygiene, we are unable to offer exchanges or refunds on earrings. Items purchased from our website, which are ready-made can be returned. Items purchased online must be returned to us in a new, undamaged and unworn condition and in their original Collection NH packaging in order for us to process a refund. Returns that are damaged, soiled or returned without their original Collection NH packaging may not be accepted and may be sent back to the customer. We are happy to offer a return period of 14 days within receipt. We are unable to offer a return on items without a proof of purchase.

 Please contact info@collectionnh.com with your order number to process possibilities for your return.

Once received, returned items will undergo a full quality control check. We aim to process all returned orders within 30 working days provided that the items in question are returned by you and received by us in the condition they were delivered to you. 

 All refunds will be credited to the original credit or debit card.  For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products. Any damage to packaging in transit is not included as a fault. We cannot accept responsibility for any parcels lost in transit. We reserve the right to deny unreasonable returns and exchanges.

 REFUNDS
Your refund will either be credited to the original purchaser's credit card or bank, and will exclude shipping costs when applicable (with the exception of faulty items). If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties, sales taxes and shipping costs are non-refundable for Collection NH purchases. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.

DEFECTIVE AND DAMAGED ITEMS

All items are quality controlled and checked for any defects before they are dispatched to customers. If you should receive an item that is defective, damaged or not what you ordered, please contact info@collectionnh.com within 5 days of receipt. We will help you resolve any issues as quickly as possible by replacing the item or delivering another item by way of an exchange, if the piece is deemed faulty. Bespoke items/personalized items cannot be returned unless the item is damaged or we made a mistake. In case the items have been damaged by you, these cannot be replaced or credited. Before we are able to send you a new item, the faulty item will need to be returned to us.

 Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item (instead of obtaining a refund), please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund. If you receive a faulty product, please let us know by emailing us at info@collectionnh.com.