FAQ
Here you'll find our answers to your most frequently asked questions about orders, shipping, purchases, returns, and deliveries.
Orders and Shipping
where and how to order, shipping times and costs, track shipment
Yes, ordering on nivy.it is safe. We respect your privacy as stated in the privacy policy
In addition to our website Nivy.it, you can purchase our products from our authorized retailers .
Please note that retailers may not have all products.
Thanks to GLS, the courier we rely on, shipping times* vary from 24h to 48h**.
*The order will be processed within 24 hours of placing the order.
* * delivery times may vary for the islands (48/72h)
ATTENTION! Orders placed during the holidays will be processed on the first working day following the order date.
Shipping In Italy is free on nivy.it
To track your shipment, simply click on the tracking number we sent you in the shipping confirmation email.
Alternatively you can copy the code and paste it into the courier page.
NOTE! Once the code is generated it will take up to 24 hours before you can see the tracking information.
Yes, you can change your shipping address within 2 hours of purchasing, and if you have not yet received the shipping confirmation email for your order:
You can let us know the new shipping address by writing to us at info@nivy.it , or by chatting on Whatsapp .
Otherwise we will not be able to change the shipping address.
Each item will be packaged with a shopping bag and a pencil case.
Don't worry, if you are not at home on the day the delivery is scheduled and there is no one to leave your order with, the courier will come the next day. If in this case too there is no one to collect the package, the order will be stored at the GLS branch closest to your home.
An order may be cancelled for a variety of reasons, including unavailability of a product ordered or problems filling in the data. If the order has been cancelled for one of these reasons, we will promptly issue a refund*.
*Times vary depending on the banking operator.
If your order has not yet been processed, you will have 2 hours from the order execution to communicate any errors in the data. However, you will not be able to add or remove items. If you notice that you have missed or added an item by mistake in your order, we remind you that by law you have 14 days to cancel the order and obtain a refund that will be assessed based on the condition of the item(s)*. The return is at the customer's expense.
Yes, but you will only have 1 hour to cancel your order.
To cancel you can write us an email at info@nivy.it , or on Whatsapp .
If you were unable to cancel in time, we remind you that by law you have 14 days to cancel your order for any reason, once it has been delivered to you. The return will be at the customer's expense and the refund* will be made only after the goods have been evaluated.
* To obtain a full refund , returned items must be unworn.
Exchanges and Returns
Return times and methods
The return can be made for any reason within 14 days of receiving the order and will be at the customer's expense. The refund* will be made only after examining the returned items.
* To obtain a full refund , returned items must be unworn.
The return can be made within 14 days of receiving the order and will be at the customer's expense. The refund* will be made only after examining the returned items.
* To obtain a full refund , returned items must be unworn.
To return one or more items you can contact us by email at info@nivy.it , or via Whatsapp to start the return process.
You can then go to any GLS office, or another courier of your choice, and send the package to Goyatè Sas, il tarì mod 232, Marcianise (CE), 81025. Once the package has reached our office, we will send an email confirming receipt of the goods and we will begin to analyze the returned products to make the refund*.
* To obtain a full refund , returned items must be unworn.
The return is at the customer's expense and the price may vary depending on the courier you use.
Refund times may vary depending on your banking provider.
Once the goods have reached our headquarters, the refund procedure will start*. We will evaluate the condition of the returned goods and, based on the conditions, we will refund the amount to the payment method chosen at the time of purchase. In the case of purchase by phone, or cash on delivery, we will send you the refund via bank transfer or, if you prefer, we will provide you with a discount code to use on our site.
No, the item cannot be exchanged but can be returned within 14 days of receiving the order.
The return is at the customer's expense and the refund* will be assessed based on the conditions of the items.
* To obtain a full refund , returned items must be unworn.
Payments and Discounts
Payment methods and discount codes
Of course! Nivy does not directly manage payments, but uses payment systems with the highest security guarantees such as Paypal and Stripe. Payments are accepted via Paypal and all Credit Cards belonging to the Visa and MasterCard circuits.
To place an order on our site you can choose to use one of the following payment methods:
PayPal
Credit or debit card
Klarna
Mark
Bank transfer
Of course, cash on delivery* costs €5.
*Every cash on delivery order will require telephone confirmation. Avaible only in Italy
You can enter your discount code during checkout . The section where you can enter the code will always be located on the right under the list of items you are about to purchase. You can enter the code at any time during checkout .
If you have already sent the order and have not entered the code, it can no longer be added.
Products, measures and guarantees
guarantees, measures, gift packaging
Yes, once the 14 days you have available to withdraw from the purchase have expired, we offer you a 24-month warranty* during which you have free full assistance.
During this entire period you can contact us via email at info@nivy.it , or via Whatsapp messaging to explain your problem and get assistance.
Nivy provides a full warranty for all its jewelry if manufacturing defects occur within 24 months of the date of purchase. The warranty must be dated, coded and accompanied by the receipt or online proof of purchase. Defects caused by the customer are not covered by the warranty.
If you need to take advantage of the guarantee* you can contact us via email at info@nivy.it , or via Whatsapp messaging.
* the warranty is valid for 24 months, which starts after the 14 days you have to withdraw from the purchase.
If you have ascertained that the warranty* of your product has expired, you can contact us at info@nivy.it in order to start the repair process. You can then send us** the product to Goyatè SaS, Il tarì, zona asi sud, mod 232, Marcianise (CE) 81025 choosing the courier of your choice. When the product arrives at our premises, we will send you a quote with the price and repair times.
* the warranty is valid for 24 months, which starts after the 14 days you have to withdraw from the purchase.
** Shipping costs are the responsibility of the customer.
Once the item has been received and the nature of the damage has been identified, repair times range from 7 to 10* working days.
*These times are expected when the laboratory has all the materials necessary to repair the item.
To avoid making a mistake in the size, we recommend that you read the product sheets carefully. You can also check the size using our measurement method available for download on each product page in the "size guide" section.
If the product sheet does not fully answer your questions, you can write to us either by email at info@nivy.it , or via Whatsapp messaging.
No, but our items are already individually packaged and include a shopping bag and a pencil case each.