Umtausch und faire Retouren

Q: Register return

1. Register return Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Then click "Retrieve order" to start the return process. Please note: You can only start the return if you register it within 14 days of receiving your order. 2. Select items Select the jewelry pieces you want to return. Please also provide the reason for your return; this helps us continuously improve our service. 3. Choose return shipping In the next step, you can choose between two return options: Either use our return service and create a return label directly via the portal – convenient and without detours. Or you decide on a shipping provider of your choice and organize the return shipping yourself. Then click "Next" to confirm your preferred shipping method. 4a. NELLA & SINA | RETURN You can easily get a return label through our returns portal and handle your return directly through it. 4b. Own return shipping We recommend insured shipping with tracking, so you are on the safe side in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns. 5. Receive refund Once your return has arrived with us, we will process it within 7-8 business days. The refund will be made via your original payment method. You will receive a confirmation once the refund is complete.

Q: Register exchange

1. Register exchange Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Click "Retrieve order" to start the exchange. 2. Select items Select Exchange under Return Option and then choose the piece of jewelry you want to receive instead in the next step. The displayed images often only show the shape. Your new piece will of course be made in the chosen variant (material, finish...). Then provide the reason for the exchange. This helps us to further improve our assortment. 3. Choose shipping method You have two options to return the item: NELLA & SINA | EXCHANGE You will receive a DHL return label directly through our portal. The return fee will be automatically charged. Own return shipment You can also organize the return shipment yourself. We recommend insured shipping with a tracking number. We do not accept liability for lost or damaged shipments. 4. Complete exchange Once you have completed the exchange, you will receive an order confirmation for your new piece of jewelry. After your return has arrived and been inspected, we will send you the new item within 14 business days.

RETURN

Fair Returns

At NELLA & SINA, we believe in sustainable decisions in production, design, and everyday life. A conscious use of resources starts for us even before shipping. Therefore, we ask you to make returns only when it is really necessary and do not offer free returns. Because every return causes CO₂ emissions, unnecessary packaging waste, and additional effort for everyone. Together, we want to work on keeping this impact as low as possible.

Buy consciously. Wear for a long time. To help you make the right decision from the start, we are happy to support you with any questions about our jewelry pieces. Just write to us if you are unsure or need advice. We are happy to help you! Your decision for a careful purchase helps us, as a small business, to continue carrying our responsibility for the environment and animals. Thank you for taking this path with us.

RETURN PORTAL

Return or exchange now simply register via our returns portal.

ADJUSTMENT

Many pieces can be adjusted in seconds, we show you how in the Earcuff Guide.

GENERAL RETURN POLICY

You have 14 days to return your order to us. Detailed information about the cancellation can be found here. Please use the original packaging for the return and include the jewelry boxes intact. Also, make sure that your return package includes a sender address.

TO THE RETURNS PORTAL

If it doesn't fit

Of course, it can happen that a piece of jewelry does not fit exactly as you imagined. Especially with Earcuffs, the fit is crucial. If you have any questions, feel free to contact us anytime! We will help you find the right model for you.

REGISTER YOUR RETURN

1. Register return
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Then click "Retrieve order" to start the return process. Please note: You can only start the return if you register it within 14 days of receiving your order.

2. Select items
Select the jewelry pieces you want to return. Please also provide the reason for your return; this helps us continuously improve our service.

3. Choose return shipping
In the next step, you can choose between two return options: Either use our return service and create a return label directly via the portal – convenient and without detours. Or you decide on a shipping provider of your choice and organize the return shipping yourself. Then click "Next" to confirm your preferred shipping method.

4a. NELLA & SINA | RETURN
You can easily get a return label through our returns portal and handle your return directly through it.

4b. Own return shipping
We recommend insured shipping with tracking, so you are on the safe side in case of loss or damage. Please note that we cannot accept liability for lost or damaged returns.

5. Receive refund
Once your return has arrived with us, we will process it within 7-8 business days. The refund will be made via your original payment method. You will receive a confirmation once the refund is complete.

1. Register exchange
Open our returns portal and enter your order number (from your order confirmation) as well as your email address or postal code. Click "Retrieve order" to start the exchange.

2. Select items
Select Exchange under Return Option and then choose the piece of jewelry you want to receive instead in the next step. The displayed images often only show the shape. Your new piece will of course be made in the chosen variant (material, finish...). Then provide the reason for the exchange. This helps us to further improve our assortment.

3. Choose shipping method
You have two options to return the item:

NELLA & SINA | EXCHANGE
You will receive a DHL return label directly through our portal. The return fee will be automatically charged.
Own return shipment
You can also organize the return shipment yourself. We recommend insured shipping with a tracking number. We do not accept liability for lost or damaged shipments.

4. Complete exchange
Once you have completed the exchange, you will receive an order confirmation for your new piece of jewelry. After your return has arrived and been inspected, we will send you the new item within 14 business days.

Returns & Exchanges outside of Germany

Please return the jewelry within 14 days of receipt. If you would like a different piece of jewelry, feel free to place a new order.