FAQ

PURCHASING FROM NIVES

 

1. DO I NEED TO SIGN UP FOR AN ACCOUNT TO PURCHASE FROM NIVES?

You can not shop at NIVES.com, without creating an account.

Registering with us will give you the following benefits:

  • Track your orders and review past purchases
  • Save your address details so you can shop even quicker next time.

2.HOW DO I SIGN UP FOR AN ACCOUNT?

On the upper right top of the NIVES homepage you can find a "SIGN IN" button. Click on "SIGN UP" and you will be directed to the registration form. By clicking on "NEW CUSTOMER? SIGN UP" you will be directed to the customer sign in form. Please fill in your name, your email address and your personally chosen password. You can complete the registration to our newsletter by clicking on "SIGN UP".

In your account you can set your preferred address.

You can sign out of your account by clicking on the "SIGN OUT" button in the top right menu bar.

 

3. WHAT CAN I DO IF I FORGOT MY PASSWORD?

If you forgot your password, you can reset your password. Click "FORGOT YOUR PASSWORD? In the sign up dialogue box and we will email you a link, which enables you to reset your password. Please note, that we are unable to send you your old password vie email due to security reasons.

 

4. IS MY PERSONAL INFORMATION TREATED PRIVATELY?

We take data protection seriously and your information will only be shared with third parties where they take applicable data protection legislation. We do not share your email with any other company or service without your prior permission. For more information please read our Privacy Policy.

 

5. WHAT KIND OF EMAILS WILL I RECEIVE FROM NIVES? HOW CAN I UNSUBSCRIBE TO THEM?

If you would like to subscribe to our newsletter you can register by entering your email in the designated filed on the right bottom of the NIVES homepage.

Only with your prior consent promotional email with be sent to you.

If you would like to unsubscribe, you may do so at any time.

You can unsubscribe from our emails by clicking on the link at the bottom of any of our email newsletters.

Our newsletters will feature our newest products, which you will be sent approximately every other day or week. We may also email you occasionally to introduce a new function or feature of the site.

 

6. CAN I CHOOSE THE CURRENCY I PAY IN?

You are currently viewing the international version of the NIVES website, which is set in Euro.

Since NIVES is located in Switzerland you will also find the item prices in Swiss Francs on the website, but you can of course change the currency to Euro (€) and US Dollar ($).

You can then decide in which currency you would like to pay in.

Kindly note, when using the prepayment method via bank transfer please choose the right banking account for your currency. If you would like to pay in Euro, please choose the Euro account information, if you would like to pay in US Dollar, please choose the US Dollar account information for your transfer and for Swiss Francs please choose the Swiss banking account data for your transaction. Thank you.

If you have any questions regarding the currencies and banking account information for your transfer, please get in contact with us at customercare@nives.com.

 

7. WHAT KIND OF PAYMENT METHODS DO YOU ACCEPT?

We accept payments using prepayment, payment with credit cards or payment with Paypal. With PayPal, you are able to use your banking account or credit cards for your payments. (For more information please visit: www.paypal.com)

We also accept payments using NIVES gift certificates. The amount has to be exempt from charges for the recipient REEVA GmbH.

The prepayment has to be made before the items are shipped to you.

 

PAYMENT BY PREPAYMENT

For your prepayment transfers please use the banking account in your selected currency of your purchase:

For US DOLLAR ($) please take the following payment information:

ACCOUNT OWNER:             REEVA GmbH
IBAN:                                     CH63 0020 6206 1828 2461 D
BIC:                                       UBSWCHZH80A


BANK:
UBS AG Zürich
Bahnhofstrasse 45
8001 Zürich

ACCOUNT OWNER:
REEVA GmbH
Bahnhofplatz 1
8802 Kilchberg
Schweiz

The amount has to be exempt from charges for the recipient REEVA GmbH.

 

For EURO (€) please take the following payment information:

ACCOUNT OWNER:             REEVA GmbH 
IBAN:                                     CH89 0020 6206 1828 2460 X
BIC:                                       UBSWCHZH80A 


BANK:
UBS AG Zürich
Bahnhofstrasse 45
8001 Zürich

ACCOUNT OWNER:
REEVA GmbH
Bahnhofplatz 1
8802 Kilchberg
Schweiz

 

The amount has to be exempt from charges for the recipient REEVA GmbH.

 

For SWISS FRANCS (CHF) please take the following information:

ACCOUNT OWNER:              REEVA GmbH
IBAN:                                      CH72 0020 6206 1828 2401 V
BIC:                                         UBSWCHZH80A

 

BANK:
UBS AG Zürich
Bahnhofstrasse 45
8001 Zürich

 

ACCOUNT OWNER:
REEVA GmbH
Bahnhofplatz 1
8802 Kilchberg

Schweiz

The amount has to be exempt from charges for the recipient REEVA GmbH.

 

Furthermore you will need your order number.

Please note that is order number can only be used once and it is mandatory. If your bank refuses the order number, or the order number appears too long, please copy the order number to any available description or comment field.

These instructions are also sent to you by email after a prepayment purchase .

 

PAYMENT BY CREDIT CARD:

we accept the following credit cards for the www.nives.com online purchases:

Visa, MasterCard, Discover, American Express, Diners club, JCB, Sofort, Boleto.

Please select your credit card as your payment method in the check out process and you will be transferred to the credit card payment site automatically. 

The amount has to be exempt from charges for the recipient REEVA GmbH.

Refunds from returns will be booked directly to the credit card you used for your payment. We can not refund or return it with another payment method.

In the case of high value purchases, we reserve the right to contact you to verify your identity before confirming the transaction.

 

PAYMENT BY PAYPAL:

Please select "PayPal" as your payment method and you will be transferred to the PayPal site automatically. If you have an existing PayPal account, you can log in using your user data to confirm the payment. If you do not have a PayPal account, you can register one and proceed with the payment.

The amount has to be exempt from charges for the recipient REEVA GmbH.

Refunds from returns will be booked onto the registered PayPal account.

In the case of high value purchases, we reserve the right to contact you to verify your identity before confirming the transaction.

With PayPal you are able to pay with your banking account and also with your preferred credit cards.

 

PAYMENT BY GIFT CARD/PROMOTION CODE

For payment with gift card – weather with e-gift cards or printed gift cards – go to the "CHART" section on the right upper corner of the website and enter your GIFT CARD CODE/PROMOTION CODE in the designated field.

If the order amount exceeds the balance on your GIFT CARD or the amount from the promotion, please select the payment method with which you wish to cover the remaining amount. If the balance on your GIFT CARD or the amount from the PROMOTION exceeds the order amount, you may use the same code for your next purchase. The amount remaining will be available until your credit balance has been used up completely.

NIVES GIFT CARDS may not be used to purchase another gift card.

NIVES reserves the right to block the GIFT CARD CODE if misused. NIVES E-GIFT CARDS purchased, including unused portions, do not have an expiration date and will be honored by NIVES until the balance has been used or redeemed for cash as required by law.

NIVES Gift Cards are valid for 12 months from date of purchase.

There is no sales tax on gift certificates.

 

Payment must be made upon the submission of your order. We will withhold the products and not issue any contract between us until the price is received from you in full in cleared funds. The prices on the website exclude all value added taxes, which will only apply for purchases in Switzerland. International clients will be exempt the Swiss taxes, but duties and taxes of the destination country will apply. NIVES is not responsible for these duties and taxes.

 

Further payment options will be added soon.

 

8. IS MY PAYPAL TRANSACTION SECURE?

The PayPal site is highly secure. They use industry-leading technology (such as SSL) to keep your information safe.

PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to the PAYPAL site, our server checks that you're using an approved browser - one that uses SSL 3.0 or higher.

Once your information reaches the PayPaL site, it resides on a server that is heavily guarded both physically and electronically. PayPal servers sit behind an electronic firewall and are not directly connected to the internet, so your private information is available only to authorized computers.

 

9. DO YOU STORE MY BANK TRANSFER DETAILS?

When you make your first purchase from NIVES, we automatically save your banking details in My Account to ensure an easy, convenient checkout the next time you shop with us. We use high-security encryption for all credit card details in our database. Your data on our system is secure and is not available to anyone without your user ID and password. If you do not want your credit card information saved on our system, you can visit My Account, where you can easily delete any stored cards.

 

10. HOW DOES NIVES APPEAR ON MY PAYPAL STATEMENT?

Your NIVES purchase will appear on your PAYPAL statement as " NIVES -  REEVA GmbH".

 

11. YOUR ONLINE-SHOP IS NOT ACCEPTING MY PAYPAL ACCOUNT.

Please consider the following:

  • Did you select the correct PAYPAL account?
  • Did you enter the correct password?

If you receive notification that your PAYPAL account or purchase has been declined, please contact your credit card issuer or your bank. Only they can tell you why it has been declined.

 

12. WHEN WILL MY PAYPAL ACCOUNT BE CHARGED AFTER A PURCHASE?

When paying an order with PAYPAL your account will be charged instantly after the purchase.

 

13. DO YOU ALSO OFFER PAYMENTS OF OTHER CREDIT CARDS?

We accept payments via PAYPAL, which accepts the most common credit cards like, e.g. Mastercard, Visa, etc.

We do not offer direct credit card payments at this moment and we are working on this payment option.

 

14. WHEN WILL PRODUCTS BE SHIPPED?

Payment must be made upon the submission of your order. We will withhold the products and not issue any contract between us until the price is received from you in full in cleared funds.

Once the products are on stock the articles will be shipped immediately after purchase. We ship with the Swiss Post from Monday through Friday from 9 am to 6 pm and Saturdays from 10 am to 11:30 am CET. NIVES endeavors to ship on stock purchases within 24h of receiving your order during business hours, 48 hours on weekends.

Made-to-order articles will be shipped ca. 4-6 weeks after purchased, if not quoted differently by NIVES.

 

15. HOW DO I CHANGE MY EMAIL ADDRESS OR PERSONAL INFORMATION LIKE E.G. LAST NAME OR ADDRESS?

To change your personal information log-in to your NIVES account by clicking on "SIGN IN" on the right upper corner of the NIVES website. Fill out your log-in data and press the "SIGN IN" button. On your personal account site go to the section "NEW ADDRESSES " on the left bottom corner of your profile. You can view all of your information there and you can also edit and change your personal data.

You are also able to set your preferred address as your default address.

 

16. HOW DO I PLACE AN ORDER?

Use the "SHOP" link of the main menu in the header to go to the online-shop section of the NIVES website. Here you can find all the articles also sorted according to product type and/or collection.

Once you have found an item you wish to purchase, select your size (if you have problems finding or knowing your size, please also take a look at our size guides before purchasing) and your preferred gold tone.

The product description has a changeable bar, which is called "AVAILABILITY", which shows if the desired item is available at the moment.

Here you can change between "ON STOCK" and "MADE TO ORDER". Above you can find the available stock or possible amount of made to order items of this article.

If the item in your selected version is on stock, place the item in the chart by clicking on "ADD TO CART". The item will then be placed into your shopping chart. You can then proceed to purchase directly by pressing the button "CHECKOUT" or continue shopping by clicking the button "CONTINUE".

In case your preferred item is not on stock you can take a look in the "MADE-TO-ORDER" section at "AVAILABILITY".

If there are still available quantities you can then click on the button "ADD TO CART" and the "made to order" article will then be placed in your shopping chart.

You can proceed with the "CHECK OUT " process as with a normal on stock item.

 You are also able to sent us via mail (customerservice@nives.com) a personalization request for your "made to order" item, e.g. the change of the length of the article, the change of the color of the last diamond or other gemstone, etc. Some changes will be free of charge, larger or more complex changes will add to the original price of the item. Get in contact with us for more information regarding personalization prices.

Please send us the personalization request prior to your purchase or directly after ordering thus we are able to update the price of the item and submit the information to our producer prior to the start of the manufacturing process. Once the manufacturing process has been started we are not able to take personalization requests.

Please also note that "made to order" articles will need ca. 2-6 weeks for manufacturing. Article which are made specific to your personal specifications or are clearly personalized can not be returned, unless they are faulty, defect or damaged. However, in some cases, we are able to assist you, if you have ordered the wrong size or it really does not suit your taste when receiving it, but generally MADE TO ORDER items are final sale. In this case, please get in contact with us at customerservice@nives.com.

If you would like to remove an item from your CART you can do so by clicking on the "-" sign or if you would like to add a second item of the same style you can also change the quantity in this window by clicking on the "1" sign and the quantity will rise.

If you are happy with your selection than press "CHECKOUT" and you are directed to the purchase window. In case you would like to continue shopping press "CONTINUE".

 

17. HOW DO I SUBMIT A PERSONALIZATION REQUESTS?

For personalization requests please write to customerservice@nives.com.

 

18. HOW DO I ORDER ARTICLES WHICH ARE NOT SHOWN ON THE WEBSITE ANYMORE?

In case you fell in love with an article from our website which is not listed anymore or you have seen in a store and is sold out, then please get in contact with us. In some cases we can make it possible for you to order this item again.

 

19. HOW DO I CHOOSE THE CORRECT SIZES FOR MY ARTICLES?

Please always view our size guidelines prior to purchasing or ordering a product. However these guidelines are only a reference and NIVES cannot be held responsible for any errors that occur as a result of using these Guides.

In case you are still in doubt about your size after reading the guides we are happy to assist you in choosing the right item. Please get in contact with us by writing to customercare@nives.com.

 

20. HOW CAN I SUBMIT A GIFT ORDER, WHICH IS SHIPPED TO A DIFFERENT ADDRESS?

You can order an article or a gift card and we will ship it nicely wrapped to your recipient's address. You can provide us with the recipient's address in the check out process. You are also able to provide us with a special note for your recipient. Kindly send us your preferred gift card text via mail at customerservice@nives.com. Unfortunately we are not able to submit long letters. Your text has to be placed in font size 12 on a normal DIN C 4 card. We take no responsibility for the content of the texts. Please also note that we are not responsible for duties or taxes, which will apply on the article, once shipped to a country outside of Switzerland.

 

21. CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE CONFIRMED AN ORDER?

It is possible to change the shipping address on a "made to order" and "on stock" item before it is shipped out. For changes please contact customerservice@nives.com. Once the item is in the shipping process we are unfortunately not able to change the shipping address.

 

22. CAN I CHANGE THE PURCHASED ITEMS AFTER I HAVE CONFIRMED AN ORDER?

Generally we do not exchange items, unless they are damaged or defective.

If you are very unhappy with your purchased article or bought it per accident, please get in contact with us at customercare@nives.com.

We are also able to change the shipping or billing address, add an item or cancel an item before your "on stock" purchases have been prepared for dispatch. However, we are unable to combine orders or add or cancel pieces to an existing order once it has been prepared for dispatch.

We would like you to be happy with your article and thus we will try our best to fulfill your needs.

 

23. HOW LONG DOES IT TAKE TO PRODUCE A MADE TO ORDER ITEM?

The production of a made to order item will take 2 - 4 weeks before it will be shipped to you. It depends also on the item you are purchasing how long the production time will take. We will of course try to provide you with your purchased item as soon as possible.

 

24. ARE THERE EXPEDITED OPTIONS FOR MY ORDER?

Some of our articles can be shipped out faster. It also depends on the country it will be shipped to. Unfortunately due to regulations for some countries an expedited option does not exist.

If you are interested in placing an express order, please email the article, gold tone and size to customerservice@nives.com along with the date you would like to receive it. We will let you know if a rushed option or overnight shipping is available for the specific style and for your destination. If you have already placed your order, please be sure to include the order number in the email. It can be found in the confirmation email you received after the purchase.

In some cases we can offer faster delivery times for "made to order" articles as well. Please get in contact with us in case you are interested in this option.

 

25. HOW IS THE TAX APPLIED AND WHAT KIND OF DUTIES AND CHARGES ARE APPLIED?

In Switzerland sales tax of 8% is applied on the articles.

For international orders the Swiss sales tax will not be applied. When importing the articles into the delivery country, the destination country's sales tax is applied and it will be separately charged to recipient from customs and duties.

The taxes and duties, which are applied on the purchased articles depend on the destination country. Generally the duties are import fees, administrative fees and sales taxes.

Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties are not included in the final purchase price. The product prices displayed are exclusive of all taxes and duties, as well as SWISS VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

NIVES has no control over the duties and charges and cannot be held responsible for them.

If you have any questions please get in contact with us at contact@nives.com.

 

26. HOLIDAY CUT OFFS

In order to be able to cope with a guaranteed delivery for Christmas we would like to communicate a holiday deadline.

Holiday 2016 cut off for personalized "on stock" jewelry is December 2nd, 2015 11:59 PM EST for guaranteed December 24th arrival.

Standard (without personalization) "on stock" items can be bought until December 12th, 2016 11:59 PM EST for guaranteed December 24th arrival.

For all orders after this date we cannot guarantee a delivery in your preferred destination country until December 24th 2016, except for Switzerland.

For "made to order" items we have an order deadline for guaranteed December 24th 2016 arrival, which is November 1st 2016.

This deadline applies to the majority of NIVES articles. However, certain articles or personalization will still be possible to order in time for Christmas also after this deadline, but we cannot give information about those at this point, since it will depend on our stock. We will of course try our best to provide you with your desired articles as soon as it is possible. In some cases the express shipping method could also be used in order to get your articles in time. For more information please get in contact with us at customerservice@nives.com.

 

27. DOES NIVES HAVE SALES?

Since we believe that NIVES articles do not have an expiration date and can be worn for years, we will do not have Sale periods right now.

However, we will always try to surprise our clients and try to offer nice promotions or offer gift sets in our packages.

 

SHIPPING & RETURNS

 

28. WHICH COUNTRIES DOES NIVES SHIP TO?

NIVES ships to 21 countries worldwide, as listed below:

Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, South Africa, Sweden, Switzerland, United Kingdom, United States.

In case you country cannot be found in the list, please get in contact with us at customercare@nives.com. In some cases we can make it possible to ship to your country as well.

 

29. CAN YOU SHIP THE ARTICLES TO A DIFFERENT ADRESS THAN MY BILLING ADRESS?

Yes, we are able to ship your ordered articles to a different address than your billing address. You can provide us with the shipping address in the check out process.

Please be aware, taxes and duties can apply for orders with a destination address of countries outside Switzerland. Also on returns and exchanges of destinations outside Switzerland taxes and duties may apply and we are not responsible for shipping costs for returns from outside Switzerland.

We have generally no control over theses charges and cannot be held responsible for them.

 

30.  DOES NIVES SHIP TO MULTIPLE ADDRESSES?

We are unfortunately only able to ship to one address per order. If you would like to have your purchase delivered to multiple addresses, we suggest that you place a separate order for each destination.

 

31. CAN YOU SHIP TO P.O. BOXES?

Unfortunately we are not able to ship to P.O. Boxes.

 

32. WHEN WILL I RECEIVE MY ITEM?

Payment must be made upon the submission of your order. We will withhold the products and not issue any contract between us until the price is received from you in full in cleared funds.

Once the products are on stock the articles will be shipped immediately after purchase. We ship with the Swiss Post from Monday through Friday from 9 am to 6 pm and Saturdays from 10 am to 11:30 am. NIVES endeavors to ship on stock purchases within 24h of receiving your order during business hours, 48 hours on weekends.

"Made to order" articles are generally shipped after 2-4 weeks and it depends on your destination country and the chosen shipping method when your order will arrive. Please also view our shipping page for more information on shipping times.

 

33. I ORDERED MULTIPLE ITEMS BUT I ONLY RECEIVED ONE. WHERE ARE MY OTHER ITEMS?

Generally all items of an order are shipped together. However, if you ordered "on stock" items together with "made to order" items we are able to ship the "on stock" items earlier than the "made to order" items to you. Generally for split orders higher shipping rates will apply. Separate orders in Switzerland will not be charged and also for small items below a purchase price of 150 Euro/ 160 CHF/ 150 $  no shipping cost will apply.

Please also be aware, in certain cases for destinations outside Switzerland duties might be applied on each item shipped separately. We are not responsible for these charges. Please get in contact with us at customerservice@nives.com if you wish to receive some items earlier of your multiple articles order.

 

34. WHAT KIND OF SHIPPING METHOD IS AVAILABLE?

NIVES offers different shipping methods. It depends on the destination country which methods we can offer. Please take a look at our shipping page for more information about our shipping methods and rates. You can also always find the available shipping methods in your shopping cart. There you can select the shipping method according to your needs and preferred price point.

 

35. ARE THERE SHIPPING RESTRICTION ON NIVES ARTICLES FOR DESTINATIONS?

Unfortunately we are not able to ship with every shipping method to every country.

Due to the nature of our products we are also not able to ship to every destination internationally.

 

36. HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED? HOW DO I TRACK MY DELIVERY?

Once your order has been processed and shipped you will receive an information email from NIVES with information regarding your order and a tracking number.

We try to keep you informed as good as possible.

 

37. WHAT KIND OF PACKAGING DOES MY SHIPMENT COME IN?

NIVES jewelry will be nicely packed in our NIVES signature jewelry packaging and a nice carton shipping box. We will take care that the item will arrive at your chosen destination in optimal condition and that you will enjoy receiving it. If you have any problems regarding our packaging or would like to have a special request on it, please get in contact with us at customercare@nives.com.

 

38. DO I HAVE TO SIGN MY ORDER?

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorize for packages to be delivered without a signature.

 

39. IS MY ITEM INSURED DURING SHIPMENT?

All your purchases are insured against theft and accidental damage whilst in transit from NIVES to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered by NIVES insurance.

 

40. DO YOU SHIP INTERNATIONALLY?

Yes, we ship internationally. Please find our shipping destination list on the shipping page. In case your preferred destination is not included, please get in contact with us at customerservice@nives.com.

 

41. MY DESTINATION COUNTRY IS NOT ON THE SHIPPING LIST, IS IT POSSIBLE TO PURCHASE THE ITEM AND HAVE IT SHIPPED TO MY COUNTRY?

In some cases we are able to ship to further destinations than on our shipping destination list. Please get in contact with us for possibilities and shipping rates at customerservice@nives.com.

 

42. DO YOU OFFER GIFT WRAPPING SERVICE?

Generally our articles are shipped in our beautiful branded NIVES packaging, which you can see on our NIVES packaging page.

We can of course wrap your articles in extra gift wrapping for Christmas or Easter theme wrapping for the holidays. For these requests please contact us at customercare@nives.com.

 

43. DO YOU OFFER PERSONALIZED GIFT CARDS?

NIVES offers personalized cards. Please send your text for the card in an email to customerservice@nives.com.

We will then attach a personalized branded card to your order. Please be aware that we are unable to accept long letters since the text has to fit on a DIN C4 card in max. font size 12. We are also not able to take responsibility for any content of the cards.

We also will not be able to write any harassing, discriminating or anti-Semitic texts on the cards. We will of course keep silent about any content of the added card.

 

44. WHAT IS YOUR RETURN POLICY?

RIGHT TO RETURN

When you the consumer (that is, a natural person who makes the order for a purpose that is neither for commercial nor for independent professional activity) whose place of residence is in the EU and who uses telecommunications (e.g., telephone, email, online, etc.) to order products, you have the right to cancel the contract without giving any reason for a period of 14 days. The cancellation period is 14 days from the day when you or someone authorized by you who is not the shipper, have or has taken possession of the goods. To exercise your right to cancel, you must inform us (NIVES – REEVA GmbH, Bahnhofplatz 1, 8802 Kilchberg (ZH), Switzerland, contact@nives.com) of your decision to cancel the contract by sending us a clear statement (for example, in a letter sent by post, fax or email).

Timely dispatch of the cancellation before the expiration of the withdrawal period is sufficient to meet the deadline. 

 

EFFECTS OF CANCELLATION

When you cancel this contract, we must return all payments received from you including delivery costs (excepting the supplementary costs resulting from your selection of a different method of delivery than the favorable standard delivery we offered) immediately and at the latest within 14 days from the day when we received notice of your cancellation of this contract. We will use the same method to return your payment that you used in the original transaction unless you expressly agree to a different arrangement; in no case will you receive compensation for this return payment. We may refuse to return the payment until we have received back the goods or until you have provided proof that you sent back the goods, depending on which occurred at an earlier point in time.

You must send us or hand over the goods immediately or at the latest within 14 days from the day when you informed us of cancellation of this contract. This deadline is deemed met if you dispatch the goods before the expiration of the 14-day period. You shall bear the direct costs of returning the goods.

You must only compensate for any possible loss in value of the goods when this loss in value is due to handling that was not necessary to check the quality, features and functionality of the goods.

 Please find underneath the cancellation form for your returns:

 

CANCELLATION FORM


Exceptions to the right to cancel

The right to cancel does not apply to contracts for

a) the delivery of goods that are not prepared in advance and for the manufacture of which individual choice or instructions by the consumer are applicable or that are clearly customized to the meet the personal needs of the consumer, and

b) the delivery of goods that can spoil quickly or where the expiration date would be quickly passed.

 

Generally NIVES does not provide returns, exchanges and replacements on MADE TO ORDER articles, that are made to the consumer's specifications or are clearly personalized.

In some cases we might be able to do so, thus in case you would like to return a "made to order" item please contact our customer service within fourteen (14) calender days after receiving your order. Since we would like to have our clients satisfied with their order we will try to assist you also in this case, but please be aware that we generally do not return or exchange made to order items.

NIVES "on stock" articles or MADE TO ORDER articles, which are made because items where not on stock and are not specific personalized, can be returned for a full refund or an exchange if the following terms are met:

ELIGIBILITY:
All items must be returned in as-sold condition, unworn, in original packaging and cannot be accepted if any tags on the piece of jewelry have been removed.
 
TIMING RESTRICTIONS:
If you wish to return or exchange an item, you must inform us of your intention to return the item within fourteen ( 14)  days and ship the item back to us within 14 days of delivery. To register your intention to return the item, please get in contact with our customer service. (return@nives.com)

RETURN SHIPPING COSTS:

You are responsible for the return shipping to our contact address and for the insurance costs, unless we delivered the item to you in error or the item is damaged or defective.In those cases we will bear the return and insurance costs.

We do not accept responsibility for any items lost or stolen in transit. You are also responsible for arranging the secure shipment of the item back to our returns center, and bearing the cost of return shipping. Please ensure the returned item is adequately and securely packaged and insure your shipment. We cannot issue a refund unless the item is received by us in satisfactory condition at our returns center. However, once your return is received and checked, you will be fully refunded your original purchase price of the item.

FOR INTERNATIONAL CLIENTS:
Please be aware that customs will charge tax, custom duties and handling fees. Shipments outside of Switzerland will be calculated without VAT. Please be aware, that shipments outside of Switzerland will be subject to duties and taxes, which will be invoiced separately to you. We do not have any control over these charges and will not be held responsible for them. Customs duties, sales tax on imports as well as handling costs will not be refunded in case of a return.

 

45. CAN I RETURN MY ON STOCK PURCHASED JEWELRY?

Yes, you are able to return your "on stock" purchased jewelry if the exchange or return terms are met.

 

46. CAN I RETURN MY MADE-TO-ORDER PURCHASED JEWELRY?

Generally NIVES does not provide returns, exchanges and replacements on specific personalized "made to order" articles, that are made to the consumer's specifications or are clearly personalized,  because every piece of jewelry is manufactured on demand and made on personal specifications.

Items, which are "made-to-order", just because the item, you would like to order was not on stock at the moment of you purchase and without any specific personalization, can of course be returned within a period of fourteen calendar days.

  

47. CAN I RETURN MY JEWELRY FOR AN EXCHANGE?

We generally only exchange defective or damaged items. If you are very unhappy with your purchased item, please contact customerservice@nives.com

 

48. IF I RETURNED A PURCHASED ITEM I HAVE PAID WITH PAYPAL, WHEN WILL MY ACCOUNT RECEIVE THE MONEY?

Refunds from returns will be booked onto the registered PAYPAL account within 24h after the return was accepted.

 

49. WHEN WILL I RECEIVE THE MONEY BACK ON MY BANK ACCOUNT WHEN I PURCHASED WITH PREPAID PAYMENT?

Refunds from returns will be booked onto your banking account within 14 working days after the return was accepted. The actual return period depends on the country where the banking account is located and also on the transfer times of the banks involved.

 

50. WILL I BE REFUNDED FOR THE FULL VALUE OF THE PURCHASE?

Your refund will be credited to the original payment method or as GIFT CARD.

Items purchased with a gift card and then returned, will be refunded in the original payment method and thus a new GIFT CARD code with the refund amount will be issued.

If your order has been sent to an address inside of Switzerland, all sales taxes and shipping costs will be refunded.
Outside Switzerland customs duties and sales taxes are non-refundable through

NIVES. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note that refunds can take up to 14 working days to show on your account due to varying processing times between payment providers.

 

51. DO YOU HAVE A WARRENTY ON YOUR JEWELRY?

No. We recommend that you wear and maintain your jewelry carefully. Please refer to our NIVES JEWELRY CARE GUIDE.

 

52. DO YOU OFFER JEWELRY APPRAISALS IF I WANT TO INSURE MY ARTICLE?

Unfortunately at this point we do not offer appraisals.

 

GIFT CARDS

 

53. HOW DO I PURCHASE A NIVES GIFT CARD?

NIVES gift certificates are available in form of a NIVES GIFT CARD in our online store.

You can choose between having it sent in printed form in our NIVES signature GIFT CARD packaging or in virtual from delivered to your recipient`s email address.

Printed NIVES GIFT CARDS can be sent directly to your recipient or to your own address, so you can give it to your recipient in person.

Virtual NIVES GIFT CARDS are sent to your recipient in form of an email with a voucher code attached to it. With this voucher code your recipient is able to order NIVES products from our Online Store. For virtual gift certificates no shipping charge applies.

The advantage of a printed gift card is that you have a nice gift for your recipient. It is nicely packed in our signature packaging tied with our NIVES ribbon.

In case you need it extra nicely wrapped, please get in contact with our customer service at customerservice@nives.com.

The advance of a virtual NIVES GIFT CARD is that it can be sent to you directly without any delay. You are also able to give us a delivery date to the virtual NIVES GIFT CARD, thus you are able to buy the gift in advance but the email with the voucher will be sent on the date you provide us with.

The NIVES virtual and printed gift certificate can be purchased online for use for online purchases on NIVES.com only.

Gift certificates can be purchased in denominations of CHF 10, CHF 25, CHF 50, CHF, CHF 100, CHF 250 and CHF 500.

(Same applies for €10, €25, €50, €100, € 250 and € 500, as well as for $10, $25, $50, $100, $250 and $500).

NIVES GIFT CARDS are final sale items and thus cannot be returned for refund or exchange. It may not be redeemed for cash and NIVES is not responsible for lost or stolen gift certificates. There is no sales tax on gift certificates.

Purchases will be deducted from the card until the balance reaches zero. GIFT CARDS may not be used to purchase another GIFT CARD.

GIFT CARDS and their use on the NIVES site are subject to our general Terms and Conditions.

In order to purchase multiple GIFT CARDS, just keep adding GIFT CARDS to your shopping card.

For assistance email customerservice@nives.com

 

54. DO I HAVE TO PAY FOR THE SHIPPING OF A PRINTED GIFT CERTIFICATE?

Yes, shipping costs apply for printed GIFT CARDS, since those are sent out to your destination address.

 

55. CAN I HAVE A PERSONALIZED NOTE WITH MY GIFT CARD?

NIVES offers personalized cards. Please send your text for the GIFT CARD in an email to customercare@nives.com.

We will then attach a personalized card to your order. Please be aware that we are unable to accept long letters since the text has to fit on a DIN C4 card in max. font size 12. We are also not able to take responsibility for any content of the cards.

We also will not be able to write any harassing, discriminating or anti-Semitic texts on the cards. We will of course keep silent about any content of the added card.

 

56. CAN I HAVE THE GIFT CARD SHIPPED TO MY PERSONAL ADDRESS?

Yes, your printed NIVES GIFT CARD can of course be sent to your personal address. This way you can give the NIVES GIFT CARD in person to the recipient.

You are also still able to attach a written note to your printed gift card. We will write the card and send it with the GIFT CARD to your personal address.

Please send your text for the GIFT CARD in an email to customercare@nives.com.

We will then attach a personalized card to your order. Please be aware that we are unable to accept long letters since the text has to fit on a DIN C4 card in max. font size 12. We are also not able to take responsibility for any content of the cards.

We also will not be able to write any harassing, discriminating or anti-Semitic texts on the cards. We will of course keep silent about any content of the added card.

 

57. DO I HAVE TO USE MY GIFT CARD CERTIFICATE, OR CAN I REDEEM IT FOR CASH?

No, it is not possible to redeem GIFT CARDS for cash. Ordered and returned items can also only be refunded in its original payment method and thus as GIFT CARD.

 

58. CAN I GIVE MY GIFT CERTIFICATE TO SOMEONE ELSE?

No, NIVES GIFT CARDs are not transferrable to another person.

 

59. WHEN DOES MY GIFT CERTIFICATE EXPIRE?

NIVES GIFT CARDS expire after a period of 12 month.

 

60. HOW DO I CHECK MY REMAINING BALANCE LEFT ON MY GIFT CERTIFICATE?

You may check your Gift Card balance online via your "MY ACCOUNT" page.

 

PRODUCTS

 

61. DO YOU COMMENT ON AUTHENTICITY OF PRODUCTS NOT PURCHASED IN YOUR ONLINE-SHOP?

NIVES Jewelry products come with an authenticity card for each purchase.

Every item has an individual number. If you have any doubt about the authenticity of your article or you are facing any quality problem with your article you can refer with this number to us regarding any problems.

We are unable to comment on the authenticity of products that are not purchased from our online-store, or through one of our approved retail partners, and do not offer an authentication service.

Items purchased from second hand outlets are done so at your own risk, and we will not be able to advice you on these products.

 

62. WHAT KIND OF MATERIALS ARE USED?

NIVES jewelry is only made with certified materials. For our jewelry we use 18k and 14k gold and certified gemstones, such as diamonds, turquoise, rubies, sapphires, pearls and jade stones.

We also use cotton and soie fabric, as well as real feathers and tulle for our tassels.

 

63. ARE THE ARTICLES SOURCED ETHICALLY?

The sources are all certified and we take the outmost care to produce our articles ethically.

 

64. ARE THE MATERIALS CERTIFIED?

All used materials in our jewelry are certified.

The materials used for cotton and tulle tassels and feathers are not certified.

 

65. WILL I BE ALLERGIC TO THE MATERIALS USED IN THE ARTICLES?

NIVES take care to use only quality materials, thus allergies should not occur. However in articles like cotton tassels or especially feather tassels, colors and feathers are used which for some people might cause allergic reactions. Therefore in case you notice a difference when wearing the articles, please take them off as soon as possible and ask your doctor for advice.

 

66. HOW DO I CARE FOR NIVES JEWELRY?

Please view our NIVES CARE GUIDE for jewelry care advice.

 

67. WHAT CAN I DO IF I HAVE A QUESTION?

Please get in contact with us any time if you have questions about the products, brand or any other request at contact@nives.com.

 

68. HOW DO I CHOOSE THE RIGHT SIZE FOR MY ITEM?

Please view our size guides for each product type prior to ordering an item. They can be found in the Service menu.

 

USING THE WEBSITE

 

69. WHAT INTERNET BROWSERS DOES YOUR WEBSITE SUPPORT?

Our website can be viewed on Internet Explorer 10+, Firefox 20+, Chrome 38+ and Safari 6+.

 

70. YOUR WEBSITE IS TAKING A LONG TIME TO LOAD. WHAT SHOULD I DO?

Possible solutions are: 

  • Refreshing or reloading the page. If the page is taking a long time to load, click stop and then refresh/reload the page.
  • Clearing your history. Most internet browsers temporarily store pages that you have visited. Clearing your cache delets all of those files and makes room for new ones.
  • You may need to upgrade your browser or contact your Internet Service Provider directly for further assistance.

  

CUSTOMER CARE

 

71. HOW ARE YOUR CUSTOMER CARE OPENING HOURS?

The NIVES Online-Shop is accessible at any time on any day. But please be aware that our office hours are 10 am to 4 pm Central European Time (CET  - Zürich, Switzerland) Monday - Friday.

 

72. WHEN WILL I RECEIVE FEEDBACK ON MY QUESTIONS?

We will try to get back to you as soon as possible.

 

73. ARE THERE RETAILERS OR OTHER SHOPS WHERE NIVES ARTICLES CAN BE BOUGHT?

Since we are a young company we do not have point of sales or a showroom so far.

We are working on it. In case you are interested in selling NIVES jewelry please get in contact with us at sales@nives.com.

 

74. HOW DO I SEND IN ARTICLES FOR YOUR JEWELRY SERVICES?

Please email to customerservice@nives.com on which article you would like to have services made and what you would like to have repaired, polished or made on your NIVES jewelry. Please also inform us about when you will need the item.

We can then provide you with a timing and a price for the services.

We are unfortunately not able to offer these services for articles of other brands.

We will then send you a quote for the services, the secured return shipping and a time frame for your requested services. Please inform us, if the timing and the quote works for you. If so, we will then send you an email with the details regarding the services and the payment and the shipping address.

Once the service and shipping is paid we will send you a service authorization email (SAN) with which you are able to send us your articles. Please do not send us articles without the SAN. Also make sure to insure your packages.

In case you would like to have a differing return shipping address, please inform us directly at requesting the quote for the services.

Please never send us jewelry/articles without prior getting in contact with us. You can always email to receive an authorization number prior to shipping your items. Articles sent without an authorization number cannot be processed and we are not responsible for any losses or damages.

 

75. DO YOU OFFER ENGRAVING SERVICES?

At this point we do not offer a standard engraving service. However if you would like to have an article of NIVES engraved, please get in contact with us. It will not always be possible to offer this service but we would like to assist you with your request at customercare@nives.com.

 

76. HOW DO I CARE FOR NIVES JEWELRY?

For advice concerning your NIVES jewelry care please view our NIVES JEWELRY CARE GUIDE.

 

77. DO YOU HAVE A SHOWROOM WHERE I CAN SEE THE ARTICLES?

At this point we do not have a showroom where you can take a look at NIVES articles.

We are working on it.

 

WHOLESALE

 

78. WHOLESALE INQUIRIES

For wholesale inquires please contact us at sales@nives.com.

 

PRESS

 

79. PRESS INQUIRIES

For press inquires please contact us at press@nives.com

 

80. CAN IMAGES OF THE NIVES WEBSITE BE USED?

All pictures of NIVES on www.nives.com are protected by copyright. Using NIVES`s pictures without visibly naming the source, claiming it is you in the pictures or pretending to be NIVES or Nina Euler or using the images and contents for an online advertisement fall under copyright infringement and / or identity theft. These are serious legal matters. When pictures from this website are used in incorrect ways, (legal) steps will be taken.

Posting pictures on your blog is no problem, just make sure there is always a visible link back to the source (NIVES).

Also images with quoted sources on the blog pages of NIVES underlay the copyrights of the authors and might be protected. NIVES does not take any responsibility for misuse of the images with quoted sources in the blog section.

 

81. HOW DO I GET IN CONTACT WITH NIVES?

If you experience any difficulty placing your order online, or need assistance, please email us at customerservice@nives.com and we will be happy to assist you in processing the order.

For status updates or inquiries on your existing order please email us at orders@nives.com

 

Please note that our office hours are 10 am to 4 pm CET ( Central European Time -Zürich.Switzerland)  Monday to Friday.

For General Inquiries:                                                                                      customerservice@nives.com

For Status Updates on your existing order:                                                   orders@nives.com

For Press Inquiries:press@nives.com

For Wholesale Inquiries:                                                                                   sales@nives.com

Get Up Close & Personal with

Instagram