FAQ

The satisfaction of our Nebü clients is at the core of our business.

Jewelry ordered from our website can be returned unworn and in its original packaging, accompanied by the purchase receipt or online order number within 7 calendar days of receipt for a full refund.

• Orders cancelled before shipping: Can be canceled for a full refund if the request is made within 24 hours of the order being placed. A 10% restocking fee will be applied to orders canceled after 24 hours.
• To log a return, please notify customer care via email support@nebugold.com and a sales associate will assist you to arrange a courier.
• We will not accept returns on any items of jewelry that have been worn, damaged or are not in their original packaging.
• Bespoke, personalised or customised items cannot be returned or exchanged under any circumstances.
• Nebü does not accept responsibility for any returned items not received. Return shipping is for the customer’s account.
• Your return will be assayed within 7 days of receipt by Nebü, to ensure that the product is not fake, and the refund will be issued to the payment method originally used at checkout.
• Shipping fees are not eligible for refund.
• After 7 days, items will not be accepted for a full refund or credit. They will be processed as a buy back and may be sold back or exchanged at their prevailing metal value less a buyback fee of 10%.
• The shipping cost of the return will be for the customer's own account.

Customers are advised to please inspect their purchases on receipt, before removing any tags or disposing of any packaging, and to please inform us of any damages or defects via email support@nebugold.com within 48 hours of receipt of the items.

If the outer packaging (the courier packaging) has been damaged or tampered with, photographic evidence must please be provided, for insurance claims. This will assist in speeding up any potential refunds, where necessary.

In the instance that a ring is ordered in the incorrect size, re-sizing the ring will incur a charge and in some instances, due to the type of setting, we cannot guarantee that the ring can be re-sized. Most of our rings are adjustable (they have a gap) and can be bent by the customer to fit their finger.
The shipping cost of the return will be for the customer's own account.

• Once an order is received by a customer, and is outside the 48 hr window of “defect/ warehouse damage” Nebu will not accept liability. The onus of responsibility passes to the customer upon signature/ receipt of the product (depending on the state)
• Please process your return request of your purchased item through Nebü customer care email support@nebugold.com.
• Please provide a detailed description of the problem with a photo.
• The support associate will log your repair request and return the item to our workshop if eligible.
• Once the item is received, a forensic analysis will be done on the product to determine the cause of the damage. If the damage is due to customer wear and tear the repair will be for the customer’s account. The possible outcomes are:

• • If the jewelry is beyond repair, we will treat it as a buyback and refund you the value of the gold minus a 10% restocking fee.
  • If the jewelry is damaged due to customer use, there may be a repair fee associated.

• If the item needs to be repaired due to a manufacturing defect, Nebü will replace or repair the item at no additional cost to you. 
• The shipping cost of the return for repair will be for the customer's own account

You can buy gold anytime, anywhere with Nebü! No market closures, and no trading hour restrictions. Nebü has 24/7 live pricing on the online store, linked to the live gold price.

The gold spot price (cost/gram) displayed on the Nebü online store is live, 24/7 prices which is linked to the prevailing gold price. The selling price is calculated by taking the weight of the product x the prevailing (live) gold price x our maker’s fee. 

If a jewelry piece is left in your cart, and you come back later to complete the purchase, the gold price will update. Adding to cart will not lock the gold price before payment is executed.

The displayed prices are live, 24/7 prices which are linked to the prevailing gold price at the time. Nebü jewelry is wearable bullion and is transparently priced by gram weight.

The total value of items is comprised of two important figures:
Nebü Daily Precious Metal Value – This is the real-time value of the pure gold contained in each manufactured jewelry piece. Once you have bought your jewelry, this value is yours and is valued the same, internationally. This value changes daily with the precious metal markets and is calculated by multiplying the pure gold weight by the price of gold per gram.

Nebü Fee – The manufacturing fee is a fee that Nebü charges on your jewelry. Our transparency allows you to determine, at any given time, what your jewelry is worth, should you wish to include it in your investment portfolio, exchange it back with Nebü or sell it, anywhere in the world.
Please take note that, due to the individual, unique manufacturing of each piece, and the finishing process by hand, weights of the jewelry can fluctuate from piece to piece by 0.5g per design, always upwards from the minimum weight of the product. Weight advertised is guaranteed unlike other investment jewelry brands.

Nebü jewelry prices fluctuate up or down with the daily official values for gold, which are based on a real-time API feed from global precious metals market pricing from the international bullion markets. This is displayed in the banner at the top of the website.

All Nebü jewelry is fulfilled from stock on hand and shipped directly from our facility once your order is confirmed. Orders are carefully packaged and dispatched via FedEx or UPS.

Delivery within the United States typically takes 3–5 business days, depending on your location. To ensure a smooth experience, we recommend allowing up to 7 business days for delivery from the time your order is placed.

Each piece is securely packaged to ensure it arrives safely and ready to wear or store as part of your precious metals collection.

After 7 days, items will not be accepted for a full refund or credit. They may be sold back or exchanged for their metal value less a buyback fee of 10% as part of our lifetime guarantee buyback policy.

The buyback metal value will be determined 7 days after the piece has been received to allow for assay processing to ensure that the piece is the authentic, original Nebu order.

The shipping cost of the return for buyback will be for the customer's own account.

Our Nebü Lifetime Guarantee enables you to exchange or sell your Nebü item at any time for its real-time value less a 10% buyback fee. 

The Certificate of Authenticity included with your jewelry must accompany your jewelry should you take advantage of the Nebü Guarantee.

Any Nebü jewelry returned without its Certificate of Authenticity will incur an additional 5% assaying fee.

Nebü warrants that the products supplied conform to the specifications requested, are fit and sufficient for the purpose manufactured, are of good material and workmanship, and are free from defect. The length of warranty extends for 6 months, assuming that any defect is solely due to the intrinsic defect of the material, and not due to external forces applied.

Faulty items will only be accepted by us if the items were delivered to the customer damaged, or if a manufacturing fault arises within 6 months of receipt. 

The faulty/damaged items will be inspected and assessed at the studio where an outcome will be decided on, taking fair wear and tear into account. After assessment, items may be repaired where repair is possible.

Nebu offers a lifetime guarantee for the gold or platinum value.

Whether your product is intact or damaged, Nebu will buy back your product at the prevailing gold price minus a 10% buyback fee. Whether it is 10 weeks or 10 years from the date of purchase, we will honour the value of your gold investment, making our jewelry the only investment jewelry worth its weight in gold.

How do I redeem my Lifetime Guarantee?

Process your request at support@nebugold.com. A support agent will be in touch with you within 48 hrs.

You will be provided with a quote for the gold value. This quote is pending the state of the jewelry received as is for estimate purposes only.

Once you have booked your shipment back to Nebu and the piece is received. A Nebu assistant will confirm receipt. Allows for 7 business days for verification and assaying of the piece, to ensure that the piece is an original. You will receive a cash refund to your order, or bank account per details provided at confirmation of value.

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We also accept payment via Shoppay for Buy-Now-Pay-Later purchases.

Nebü differs from most modern jewelers in a couple of ways:

• Nebü, unlike most modern jewelry is sold by gram weight of the precious metal content, using a transparent pricing system; all Nebü jewellery pieces are sold by weight price + a manufacturing fee calculated as a markup percentage on the weight of pure metal only.
• Modern jewelers dilute the value of the precious metal (that holds the actual value) by creating popular alloys like white or rose gold, depending on that fashion at the time. This is achieved by mixing other, plentiful metals with rare gold and by doing so, the purity characteristics are adulterated.
• Nebü’s purity pledge prevents it from using anything other that pure 24karat gold – no alloys, plating or filling is used, to ensure that there will be no discoloration or tarnishing and your jewelry will retain its immortal value.

The element Gold (Au) is found in nature as 24K (99.99% fine gold), with very unique qualities namely that it is Noble (immune to oxidization), is hypoallergenic and antimicrobial. In other words, it will never decay over time just like the pure gold jewellery made during Egyptian times thousands of years ago, looks exactly the same to this day, no matter where it was stored.

An alloy is when the 24K pure gold (99.99% fine gold) is diluted by adding other metals. Jewelry made with alloys are ubiquitous and common. Gold cannot be recreated or made more of, there is a finite amount of it on Earth, thus ensuring its preserved value. 

Traditionally jewelry was made to show and to store wealth. We are taking jewelry back to its roots.

Our clients are guaranteed the benefits of pure gold, namely the store of value, antimicrobial and hypoallergenic qualities and the immunity from oxidization.

Gold is a natural and rare precious element. For every gram of gold on earth, there are 400,000 grams of diamonds.

By not working with stones, we ensure that there is no confusion or subjectivity about what the intrinsic value of the jewellery is. At any given time our clients will know exactly what the value of their jewelry is according to objective, international standards.

The founder of Nebü is a conservationist and philanthropist by heart and charity has always been a part of her life, whether it be through volunteering at shelters, organizing fund raisers or donating money to worthy causes.

This social responsibility is woven into the Nebü fabric, making it the jewelry brand with a cause, that it is today. Mother Earth gave Nebü the gold that it uses to make it’s precious jewellery and so Nebü gives back to Mother Earth, in thanks.

Our African Collection gives 10% of all profits to Conservation specific Causes that have been vetted by Nebü, for the endangered animals that inspired the designs of their specific Collection.

Please follow the sizing guide for wrist cuffs below:

https://nebugold.com/pages/bracelets-and-cuffs-chart

Nebu’s gold is responsibly sourced through our USA gold supply partners, who comply with all regulations and who also run their own social responsibility charities and philanthropic outreach programs. All our jewelry is manufactured in the United States of America and we ensure that it is conflict free 

Please refer to our Ring Size & Measurement Guide.

To determine your size using one of your own rings, please refer to our printable Sizing Chart.

Pure Gold is discernible from other precious metals in its radiance, immunity to decay and relative softness compared to other metals. The purity of 24 karat gold ensures that it will keep shining, regardless of its storage, for thousands of years.

Due to its relative softness or malleability, when in its purest form, your pieces will fit your body over time and through every day wear, and it should be polished by a professional local jeweler.

Even the hardest of precious metals, like platinum, will scratch if worn on a daily basis and we recommend that you store your jewelry correctly.

To maintain the natural sheen of your gold jewelry it is advised to regularly wipe it with a soft cloth and to always store it separately from your other jewelry.

Occasionally, one can let your jewelry soak in warm water with mild detergent to remove any residue that might have built up from your everyday wear, which can cause your jewelry to appear dull.

Always take your jewelry to a trusted jeweller who knows how to polish high purity gold.

Pure Gold jewelry does not tarnish, but can be adversely affected by harsh chemicals such as bleach. 

Given the malleability of pure gold, it is advisable to not wear your Nebü jewelry during exercise or manual activity that might cause scratches and dents.

Some perfumes and cosmetic products can also contain harmful chemicals so take care when applying such products to the areas where your jewelry might come into contact with it, for instance around your wrists.

The name, Nebü, derived from the Egyptian hieroglyph for “gold” by the same name, represents the timeless value of gold throughout the ages. 

Ancient Egyptians believed that gold was an indestructible and heavenly metal, with its divine origin to have originated from the flesh of the deities. 

To this ancient civilisation, gold symbolised immortality, from which the gods and goddesses were made from.

Nebü only manufacturers jewelry from 99.99% pure gold and 99.95% pure platinum. Gold, in its natural form, is hypoallergenic, antimicrobial and immune to tarnishing. To ensure that these properties are not adulterated and that your piece will, not only retain its value for decades to come, but it will grow in value.

24kt gold jewelry earrings:

To ensure that the earring backings are robust enough for the handling or putting an earring through your ear, our pins and butterflies for stud earrings are made from 9K gold.. These mechanisms withstand more wear and tear than pure gold. The metal other than the 24K (99.99% fine gold) will be gifted to you complementary, with every purchase.