常见问题解答

Many of our products are in stock and ready to dispatch once ordered. Choose from express, same-day and click and collect delivery options at checkout depending on your location. Please note that conditions apply—refer to our shipping T&Cs for further details.

Some of our pieces are made-to-order in our Sydney studio and require extra time for production. For all other made-to-order items, production times vary. You can find estimated shipping dates on individual product pages or contact our Customer Care team for more information.

Your order can be cancelled or refunded up to one hour after purchase.

Unfortunately we're unable to amend your order, such as changing size or adding products, after this time. If your order hasn’t been dispatched, we're still able to amend any personal details, such as your shipping address.

Please contact our Customer Care team to confirm.

You can pay with VISA, Mastercard, AMEX, Shopify Pay, Google Pay, Paypal and UnionPay.  

If you're shopping from Austrialia and China, you can checkout in your local currency. For all other regions, your order will be processed in USD.

You will be charged in the currency you have selected. However, please note if you're shipping within or to Australia, you will automatically be charged in AUD.

n3u is not responsible for international transaction fees that might be charged by your bank.

In most cases, a declined payment is due to insufficient funds, an expired card or security limitations set by your payment provider.

We recommend contacting your payment provider or bank for further assistance. If you continue to experience issues, please contact our Customer Care team.

We offer gift cards in set amounts that can be used to shop online. Gift cards are valid for three years from the date of purchase. 

Our gift cards are issued in AUD—they can be used in any currency for redemption.

Please note, n3u gift cards cannot be used to pay service deposits. This includes but is not limited to Soldered and Ear Alchemy luxury piercing.

You can purchase new butterfly earring backs online store. 

We regularly restock our iconic pieces. Add sold-our items to your wishlist so that we can notify you once they're available again. You can also contact our Customer Care team to enquire about specific pieces.

Please note that some styles are archived seasonally in order to welcome new collections. Archived items will not return and are no longer available for purchase.

We offer express shipping with Australia Post for all Australian orders, and DHL for international orders.

You can learn more about our shipping options, including any shipping fees here.

Once your order has been dispatched, you will receive a shipment confirmation outlining your order details, delivery details and your consignment reference which you can use to track your order.

For orders that are dispatched with AusPost Express Shipping, we ship to PO boxes.

We ship to the below countries:

Australia, Austria, Belgium, Canada, China, Croatia, Cyprus, Denmark, Fiji, Finland, France, Germany, Greece, Hong Kong, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Phillipines, Poland, Portugal, Qatar, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States and Vietnam

For more information, visit our Shipping & Returns conditions here.

Customs duty and tax are not included in our product prices, however are calculated and payable at checkout.

Yes, due to the high value of our orders, our delivery services require signature upon delivery.

For Australia Post Express shipments, your order will be taken to your local Australia Post outlet and may be collected with photographic identification.

For DHL, your order will be taken to the local depot. If this occurs, you may arrange another delivery attempt or contact DHL directly for other options.

In most cases, the parcel has been delivered and signed for by another person.

Please check with your reception, concierge, office and neighbours before contacting our Customer Care Team here.

The majority of our pieces are handcrafted to order in our Sydney workshop. We also work with a small network of Responsible Jewellery Council accredited international manufacturers.

We work with 18k gold, Platinum, sourced from Responsible Jewellery Council accredited suppliers.

Our diamonds are sourced from Responsible Jewellery Council accredited suppliers. Our engagement ring white diamonds also come with GIA certification.

Products purchased from our online or retail stores may be returned for a credit in Australia if returned unworn, in saleable condition within 14 days of dispatch date. Some exclusions may apply including bespoke. We do not issue refunds for change of mind or incorrect purchase.

Read our Return Policy in full here.

You may lodge your return through our Return & Repair Portal, you will need the original order number and email address used for the order.

Our studio will gladly repair genuine n3u products purchased through our stockists for a repair fee.

Products purchased from our online or retail stores may be returned for a credit in Australia if returned unworn, in saleable condition within 14 days of dispatch date. Some exclusions may apply, including bespoke. We do not issue refunds for change of mind or incorrect purchase.

Read our Return Policy in full here.

You may lodge your return through our Return & Repair Portal, you will need the original order number and email address used for the order. If you are the gift receiver and are unsure about the order details, contact Customer Care to help locate this for you.

Our studio will gladly repair genuine n3u products purchased through our stockists for a repair fee. Please contact the stockist directly for any warranty claims or other return options. 

We value the connection between our jewellery and its wearer and are proud of our enduring designs and innovative craftsmanship.

That’s why we provide a 24 month warranty from the date of purchase, covering every piece if any damage occurs.

Beyond that period, our commitment continues with a lifetime repair service for a small fee, ensuring you can enjoy your jewellery for years to come. If repairs aren't possible, we also provide a recycling service, reflecting our dedication to sustainability.

Our warranty does not cover lost items, inappropriate use or storage of your product and any repairs or modifications made by third parties.

n3u will cover all costs associated with a valid warranty claim.
The benefits provided by this warranty are in addition to other rights and remedies available to you under the law. Learn more below.
Claim your warranty online here, visit one of our stores or email info@n3u.com for assistance.

This warranty is given by:

n3u Pty Ltd
ABN 96 683 667 898

info@n3u.com

We operate a repair service at our Sydney workshop and in most cases can repair jewellery to its original condition.

You may lodge your repair through our Return & Repair Portal and you will need the original order number and email address used for the order. If not covered under warranty, an estimated cost for repair will be provided and confirmed upon physical assessment.

We operate a refurbishment service at our Sydney workshop and in most cases can restore jewellery to its original condition.

You may lodge your refurbishment through our Return & Repair Portal and you will need the original order number and email address used for the order.

We recommend visiting our size guides here for information on how to confirm your ring size, cartilage backing or necklace length.

As ring sizes are not universal, please be advised that there may be slight variances between our sizes and those by other brands. We recommend opting for a standard size which can be exchanged and advise against ordering bespoke sizes without certainty.

Our signature fine chain necklaces and bracelets can be made in the below bespoke lengths;

Fine Chain Bracelet | Available as 16cm or 18cm

Fine Chain Necklace | Available as 14”, 16”, 18” or 20”

A bespoke fee is applicable depending on the request and unfortunately we are unable to accommodate any bespoke requests outside of the above.

Please contact our Customer Care Team here for a quote.

We offer a range of our rings in bespoke sizes.

Wire Rings | Available up to a size 62

Wedding Bands | Bespoke options depends on size & karat

A bespoke fee is applicable depending on the request and unfortunately we are unable to accommodate any bespoke requests outside of the above.

Please contact our Customer Care Team here for a quote.