FREQUENTLY ASKED QUESTIONS

To get your questions answered in the shortest time we have listed a number of our most frequently asked questions.

It’s really easy to place an order with us, simply select your item/s and add to basket. You can then check out using your debit or credit card or select our Klarna buy now, pay later option .
You will be given the option to create an account where you can trace your orders online.

Once your order has been placed, we will send you an email confirming we have received your order.
We will then contact you via email confirming your order has been dispatched and provide you with a shipping reference.

You are able to make changes to your order up to the point at which you click on the Place Order button in checkout. However, you cannot change items once your order has been placed. This means that you cannot change your delivery address, your selected products or your product quantities etc.
However, once the order reaches you, you can return it back to us for an exchange or full refund.
We advise that you check your order thoroughly before placing it

Once an order has been placed it cannot be cancelled. However, once you’ve received your order Nico Rua can offer a full refund 

If you are missing an item from your order and haven’t been informed via email or a personal phone call, please contact our Customer Care Team via email at info@nicorua.co.uk

At Nico Rua we take extra care to make sure we get your order right but we do occasionally make mistakes. If this does happen, please return it to us explaining that the wrong item was sent and the details of the item you expected to receive.
We will refund you for the cost of return postage when we receive your item so please ensure that you keep your proof of postage and receipt so that we can reimburse you the correct amount.

Unfortunately, despite our website saying the item was available when you placed the order, when we went to pick your order we found that there was no stock available. This does not happen often, but if it does we can either hold the order until it comes back into stock, exchange the item for something else of a similar value or of course offer you a full refund on the item.
If there is a problem with your order we will notify you through a personal phone call and/or email.

Due to Covid 19, we are currently working remotely and cannot guarantee that we will be able to answer your call. For a quick response, we advise that you contact us by email using info@nicorua.co.uk or via our contact form on the home page in order to receive the quickest response. All customer service queries and requests for return forms must be sent to info@nicorua.co.uk and unfortunately will not be actioned by phone. We are currently responding to emails within 24 hours Monday to Friday.

If you do wish to call us, we can be contacted on 07516316940  Monday to Friday 9am-5pm

If you want to return or exchange a gift, contact us on info@nicorua.co.uk to request a Returns Form & then return it with your name, name of the person who originally bought it for you, telephone number, email address and details of the situation and what you would like done. If there is a problem with the return we will contact you straight away. Please refer to our Terms & Conditions for further information on our returns policy.

We accept payments from all major credit and debit cards. We also offer Klarna Buy Now Pay Later options at checkout

Buy what you like. Pay the way you like with Klarna. 

Here’s some handy information you might need to know when making a purchase through Klarna:

Shopping with Klarna

You can review your latest buys and settle your monthly statement at any time by logging in at www.klarna.com or by downloading the Klarna app.  If you need further assistance you can contact our customer care team for free, or use our online chat service.

 

Peace of mind with Klarna’s Buyer Protection

You only pay for goods you receive. If you don’t receive what you ordered, call our customer services and we’ll help resolve the issue. More about Klarna’s Buyer Protection

 

Contact Klarna

If you need further assistance you can contact Klarna’s customer care team for free, or use our online chat service.

Please find links below to Klarna’s website where you can find more information on Pay later.

Click here for information regarding Pay later.
Click here for frequently asked questions or Klarna’s Customer Service

www.klarna.com/uk/customer-service

Local number: 0203 0050 833
Freephone number: 0808 1893 333

About Klarna

It’s all about smoooth (yes, with 3 ooo’s). Klarna is Europe’s leading alternative payments provider and a newly-licensed bank, which wants to revolutionise the payment experience for shoppers and merchants alike. Founded in Stockholm, Sweden, in 2005, the fintech unicorn gives online consumers the option to pay now, pay later or over time – offering a trusted, frictionless and smoooth checkout experience.

 

With Klarna, customers only need to provide top-of-mind information to complete a purchase. At the core of Klarna’s services is Pay later, which lets you check out items in your own home before you pay.

 

Klarna now works with 100,000 merchants to offer payment solutions to shoppers across Europe and North America. Klarna has 2,000 employees and is active in 14 countries.

www.klarna.com

Your account is debited when the order has been placed when checking out using our secure online payment system Stripe

To use your promotion code, please enter in the discount code box when placing your order. If you are experiencing difficulties using your code, please contact us at info@nicorua.co.uk

We will sometimes feature promotion codes on our website, or in newsletters to customers. We may also put codes on Facebook or Instagram from time to time.
To receive the latest promotional discounts, please register an account online and/or follow us on Facebook and Instagram.

Once your order has been dispatched, if you have selected Next Day or Saturday delivery you will receive a shipment email providing a Royal Mail tracking reference. Please go to  royalmail.com/trackdetails and enter the reference.

If your order hasn’t arrived by the expected delivery date, as mentioned on your shipment email, you can email us at info@nicorua.co.uk and we will look into it for you. Please remember to include your order confirmation number and item details.
If you’ve ordered during one of our sales or the busy Christmas period please bear in mind that your delivery might take longer than normal to get to you.

If your item has not been delivered to you within the expected time frame, please contact us at info@nicorua.co.uk for further assistance.

We process returns within 5 working days after they are received. We do advise refunds can take up to 7 days to reach your account, depending on your card provider.

We will send you a confirmation email as soon as your refund request has been processed.

How to care for your jewellery:

Always take off your jewellery before using beauty products like make-up, perfume and hairspray. It’s best to put your jewellery on last when getting ready.


Don’t shower in, soak or submerge your jewellery in water and take it off when sleeping, cooking or cleaning.


Remove before swimming as chlorine is especially damaging!
Rinse off any chemicals that come into contact with your jewellery.


Gently clean your jewellery occasionally to remove any oils, dirt or tarnish. Use a soft cloth or for sterling silver jewellery, a specialist silver cloth.


Store your jewellery in its’ presentation box to protect it. Ideally keep your pieces of jewellery separate, so that they don’t rub together or become tangled.


These tips will help reduce corrosion, tarnishing and discolouration and damage to your special pieces.