Refund policy

Refund & Returns Policy

Last updated: October 2026

1. Promotional items are final sale

Items purchased at a promotional or discounted price are final sale. They cannot be cancelled, returned, exchanged or refunded for change of mind, sizing, or a spelling submitted incorrectly at checkout. Personalised pieces (made with a name, initials or a birth year) are made individually for you and are also final sale.

2. Cancellations

Personalised pieces and promotional items go into production or preparation as soon as the order is placed, so these orders cannot be cancelled.

3. Changing your address or the name on your piece

You can update your shipping address or the spelling of your name within 12 hours of placing your order, as long as production has not started. Simply reply to your order confirmation email, or write to contact@noorqalb.com with your order number and the change. After this window, the piece is already being made exactly as submitted and cannot be changed.

4. Damaged, defective or incorrect items

If your piece arrives damaged, defective, or engraved differently from the spelling you submitted, we will make it right. Please email contact@noorqalb.com within 14 days of delivery with your order number and a clear photo. Once confirmed, we send a free replacement. If a replacement is not possible, we refund the item to your original payment method.

5. 12-month warranty

Our pieces are waterproof and tarnish-free. Your piece is covered for 12 months from delivery: if it tarnishes, changes colour, or has a manufacturing defect (for example a failed clasp, a broken chain link, a defective engraving, or plating that lifts or flakes), we replace it for free. The warranty covers one free replacement, not a cash refund. It does not cover scratches, dents, loss, theft, or repairs made by others. To use it, send us your order number and a clear photo.

6. Lost parcels and delivery issues

If the carrier confirms that your parcel is lost, we send a replacement at no cost. If your tracking shows "delivered" but you have not received it, please contact us within 7 days so we can open an investigation with the carrier. Carrier delays, customs inspections, strikes and weather are not grounds for a refund. Parcels returned to us because of an incomplete or incorrect address can be reshipped at the customer's cost.

7. Contact

If something isn't right with your order, write to us at contact@noorqalb.com: we reply within 24 hours and will always look for a solution with you. Please include your order number in every message so we can help you faster.