FAQs
HOW DO I PURCHASE ONLINE?
Shopping at Neola is easy. Once you have found the product you want to buy, select the relevant colour and size (if applicable) and then add the item to your shopping bag. From there, you can choose to continue shopping or go to checkout.
WHAT RING SIZE DO I NEED?
All our rings come in standard UK sizes K, M and P. If you need a size out of this range, please contact us on info@neoladesign.com and let us know your required ring size. We will get the item custom made for you, which can take up to 6-8 weeks. To find out what size you need, please refer to our ring size guide or visit your local jewellers, where you can usually have your ring size measured.
HOW DO I PURCHASE ONLINE?
Shopping at Neola Design is easy. Once you have found the product you want to buy, select the relevant colour and size (if applicable) and then add the item to your shopping bag. From there, you can choose to continue shopping or go to checkout.
WHAT RING SIZE DO I NEED?
All our rings come in standard UK sizes K, M, P, and S. Some of our rings are also available in additional sizes, please check the relevant product page, which will mention all available sizes for any particular product. To find out what size you need, please refer to our detailed ring size guide. Read more.
HOW DO I PAY FOR MY ORDER ONLINE?
Once you have finished shopping - click on the checkout button. You will then be taken through to a simple checkout page. You can check out as a guest or create an online account with us. By creating an online account, you can enjoy a quicker checkout process in the future and save your delivery and payment details. If you need any advice with your order please contact us on info@neoladesign.co.uk or call us on +44 (0) 785170 2974.
HOW DO I CREATE AN ACCOUNT WITH NEOLA?
You can create an account via the account symbol on the top right corner of the homepage. Alternatively, you can also create an account once you have made a purchase with us online by clicking the link on the order confirmation page. Once you have created an account you will be able to proceed through checkout faster, check the status of orders, view past orders, make changes to your account information, change your password, and add alternative addresses.
CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?
Yes, when you have placed the goods into your bag and started the checkout process, you can checkout as a guest. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.
I’VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?
To reset your password follow the “forgotten password” instructions on the sign-in page. Please note for security reasons we cannot send you passwords via email.
WHAT PAYMENT METHODS DOES NEOLA ACCEPT?
We accept Visa, MasterCard, Visa Debit, Visa Delta, Electron and Paypal. All payments are processed through a secure checkout system. First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. Please make sure all your details are entered correctly to ensure that you don't experience any delays to your order,
IS IT SAVE TO USE MY CREDIT CARD ONLINE?
All your customer data, including personal information and payment details, are encrypted and protected from unauthorized access. Our website uses SSL encryption to protect all customer data during transmission. We also take fraud very seriously, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. Our website uses Fraud Defender, which helps prevent fraudulent transactions.
HOW WILL I KNOW MY ORDER HAS BEEN PLACED?
Once your order has been placed and payment has been accepted you will see the order acknowledgement including your order number on your screen. You will also receive an order confirmation e-mail at the e-mail address you have provided.
HOW CAN I SEE WHAT I’VE PLACED IN MY SHOPPING BAG?
Simply click on your Shopping Bag in the top right-hand side of the screen.
HOW DO I REMOVE SOMETHING FROM MY SHOPPING BAG?
You can remove an item completely by clicking on the Remove button or change the quantity by clicking on the + or –buttons and then the Update button.
WHEN WILL MY CREDIT / DEBIT CARD BE DEBITED?
The payment will be taken as soon as you have placed your order.
ARE MY PERSONAL DETAILS SAFE?
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to encrypt your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payment processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, not us.
INTERNATIONAL ORDERS - DUTIES AND TAXES
Products delivered to some destinations outside the UK may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. The recipient of the products is responsible for all customs formalities for their export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.
HOW DO I CONTACT NEOLA?
You can contact us from Monday – Friday, 9.00am –6.00pm By email: info@neoladesign.co.uk or by phone: +44 (0)78 5170 2974
If you wish to write to us, our postal address is: Neola Andrea Hauer 1 C Gondar Gardens London NW61EW, United Kingdom
WHAT SHOULD I DO IF I HAVEN’T RECEIVED ALL THE ITEMS I HAVE ORDERED?
Please check your order as soon as you receive it. All the items in the box should match the items listed on the invoice in your order. If there is an item missing, please e-mail us on info@neoladesign.co.uk or call us on +44 (0) 785102974 and have your order number ready.
WILL I HAVE TO SIGN FOR MY DELIVERY?
Yes, all our deliveries must be signed for. If you are not there to sign for your delivery, our delivery company will leave a card and telephone number for you to call to make alternative arrangements. However, to ensure the safe and undamaged delivery of your order, our delivery company will not be able to leave your order without signature in person.
DO YOU DELIVER TO PO BOXES?
Unfortunately we do not deliver to PO box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
After you have placed your order you will receive an order confirmation email with the details of your order and a notification that your payment card has been charged. When your order has been processed and dispatched you will receive another e-mail confirming with a tracking number.
HOW WILL MY ORDER BE PACKAGED?
All jewellery will be packaged in our branded environmental jewellery and postal boxes.
DO YOU OFFER GIFT WRAPPING?
We can offer free of charge gift wrapping for each item, please select this option at checkout.
If you would like to include a gift message in your parcel please fill out the notes section during the checkout process. Your message will be handwritten on a gift card exactly as you have entered it on the website. Alternatively, you can select to receive a blank gift card to write your own message.
DO YOU OFFER GIFT CARDS?
If you are looking for a present, but would prefer to give a Gift Card, then please get in touch and we will create a Gift Card for you. Gift Cards can be created to any value, are valid for 12 months from date of issue and can be used for purchases through our website or by telephone. These Gift Cards cannot be redeemed at our Stockists. Please contact us via e-mail info@neoladesign.co.uk or call +44 (0) 207 693 6483 if you would like to discuss this further.
HOW DO I USE PROMOTION OR OFFER CODES?
To redeem a Promotion or Offer Code, add the code to the VOUCHER / OFFER CODE box on your Shopping Bag page and click APPLY CODE.
The following conditions apply:
- Only one code can be used per transaction.
- Codes can only be applied to full price pieces as they are not available on sale pieces.
- Codes are non-transferrable and no cash alternative is available.
- Orders must be made prior to 23:59 GMT on the closing date, if specified.
- All offers are subject to stock availability.
- Offers are subject to change at any time.
- All other Neola Design Terms and Conditions apply.
- Offer codes cannot be used to purchase gift vouchers.
IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?
All your purchases are insured against theft and accidental damage whilst in transit from Neola to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
WHAT SHOULD I DO IF MY ORDER ARRIVES DAMADGED?
Please check your order as soon as you receive it. If an item(s) are damaged, please contact us on info@neoladesign.co.uk or call us on +44(0) 785170 2974 as soon as possible with your order number and damaged items to hand.
WHAT IS YOUR RETURNS POLICY?
We hope that you will be delighted with your order. However, if within 30 days of purchase you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along. Postage fees will not be refunded.
HOW DO I RETURN MY ORDER?
Please send returns with Royal Mail using a signed-for service or a courier service, don’t use regular mail as this service is not insured. All return items should be sent to the following address:
Neola Design
c/o Ms. Andrea Hauer
1C Gondar Gardens
London NW6 1EW
United Kingdom
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Upon receipt of such items the card used for the purchase will be credited with the cost of the goods minus the delivery charges. Please make sure you send any returns via registered post or a reputable courier company. Your credit card company will typically take 7 working days to process the refund.
CAN I EXCHANGE AN ORDER?
If you are unhappy with your purchase please return your package to us in the process outlined in the Returns Policy.
CAN I CHANGE OR CANCEL MY ORDER?
If your item is in stock we prepare your order immediately and you will only have a limited window to amend or cancel your order.
By signing in to My Account you can:
- Cancel your order
- Change your delivery address
- Change your shipping method
We will confirm if your request has been successful straight away.
HOW DO I CREATE MY WISH LIST?
When you are viewing a product in the product detail page, you can add the product to your Wish List by clicking onto the Add to Wish list button next to the share tools. You will then be shown your Wish List with the options to add items to your bag or remove them. Once you have finished looking at your Wish List, simply click the Continue Shopping button to carry on browsing.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
There is an unsubscribe button at the bottom of every newsletter we send you. You are welcome to subscribe to newsletter again at any time.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our privacy policy in full. Read more.
WHAT ARE COOKIES AND HOW ARE THEY USED ON THIS SITE?
Cookies are small pieces of information that are stored by your browser on your computer hard drive. They contain no recognisable personal information. We use them to identify you as you travel around our site and to provide site usage information, which will further help us improve and develop the site and services we offer. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies. Cookies also protect the integrity of registered passwords and limit access to 'paid for' services.
