Nersel&Irene :: Frequently Asked Questions

How do I order?: There is no need to create an account first. You will have done that once you have placed your first order online. We also accept phone orders. You can find products on our home page from the categories listed on the left such such rings, bracelet, necklaces etc. You can also see all our products under Collections. Click on the picture of the product like, you will see an enlarged picture and product description. Enter the quantity you want to purchase and click on purchase this item. This will add the item to your shopping bag. You can see a list of the items you have put into your shopping bag with the pictures of each item, product name and specification, quantity and price. You can remove or add items, change the quantity of items you purchase on this page. If you want to go back to the Collections page just click on Continue shopping. You also can find items by using the keyword search box located on every page of our store. Just type in the name of the item you are looking for and click Go. Once you add items into your shopping bag if you do not complete the check out process we will keep these items in your bag for 48 hours. When you complete your checkout we will send you a confirmation email with your order summary and confirmation number.
When will my order be shipped?: Your order will be processed as soon as it is received. You will receive your item within two weeks. Special order items may take longer, but we will contact you as soon as we can forecast the delivery time.
Are your products in stock?: Many of our items are in stock, however, a number of our designs are special orders and will be made custom to your order.
What are my shipping options?: We use US Postal Service priority mail with insurance. Express Mail service delivers overnight, guaranteed, 365 days a year to most US cities. Priority Mail service delivers in two to three business days. Global Priority Mail service delivers in four to six days to more than 50 countries. Global Express Mail service is guaranteed to be delivered in three to five days to nearly anywhere in the world including Pacific Rim, Australia, China, Hong Kong, Japan and the Republic of South Korea. Global Express Guaranteed service delivers in one to three days to more than 190 countries. If you would like to have your item shipped via Fed Ex or UPS please contact us for a quote.
How much will shipping cost?: You can calculate your shipping costs at the USPS web site using the Postage Rate Calculator. Fed Ex and UPS shipments will be quoted upon request.
What is your return policy?: Merchandise sold by Nersel&Irene.com come from the finest Turkish manufacturers and are guaranteed to be genuine, in new condition and inspected by a very careful quality control. All products offered by us are protected by a 7 day full satisfaction policy which guarantees a full refund or product exchange if the products are returned in unused saleable conditions. If you are not satisfied with an item that you have purchased, you may return the item within 7 days of delivery for a full refund of the purchase price. If you prefer a product exchange we will gladly honor your request. The item in question must be returned in unused and saleable condition, in the original boxes and with all paperwork, parts and accessories to insure full credit. "Unused and saleable" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item that has been used. Certain individual products are ineligible for this return policy, this is clearly marked on the web page displaying those products. Items offered at less than the original price are final sales. We cannot accept returns for monogrammed or custom-made items.
What if I receive damaged or defective items?: Although we make every effort to deliver you flawless merchandise, mistakes may happen. If you receive a damaged or defective item, please contact our Customer Service department as soon as possible (within 48 hours from delivery). Please supply your order number from your original confirmation e-mail. We will also ask for your e-mail address and phone number. Nersel&Irene will make every reasonable effort to replace the item in a timely manner. When you receive the shipment, if you notice extensive damage to the shipping carton, refuse the order and contact our Customer Service department immediately. Please have your order number available when you contact the Customer Service department. All items that are properly returned under this policy are eligible for a refund or a store credit, at your option. If you choose a refund, the full purchase price will be credited as soon as Nersel & Irene has received and processed your return. Typically, you will see a credit on your credit card online statement within 7-10 business days after the item is delivered back to Nersel&Irene, although some credit card issuers may take more time to reflect the credit on your statement.
Is it safe to use my credit card on Nersel&Irene.com?: We guarantee that every transaction you make at Nersel&Irene.com will be 100% secure. This means you pay nothing if unauthorized charges are made to your credit card as a result of shopping on our Web site. We offer "Secure Shopping Guarantee " to assure you that you'll never have to worry about credit card safety while shopping at nerselandirene.com. We absolutely want you to have a pleasurable, convenient, and worry-free shopping experience. Shopping online is statistically safer than using your credit card at a restaurant or department store. Technical experts point out that online purchases without human intervention are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer. Our servers use Secure Sockets Layer (SSL), an encryption technology that works with the popular Mozilla Firefox, Microsoft Internet Explorer, Opera, Safari, and AOL Web browsers. This means your credit card number is scrambled during the transaction process and, unlike in a traditional store, no human ever comes into contact with your credit card number during the approval process. When you shop online at Nersel&Irene, you will join millions of other customers who have safely shopped over the Internet. Once you successfully shop at Nersel&Irene, we are certain you will be on your way to fully appreciating the power, convenience, and security of shopping from home.
Do you offer gift wrapping?: Each item purchased at Nersel&Irene will be delivered in a beautiful package. If you would like to add a nice touch to your item please choose our Gift-Wrapping service during the checkout process. We offer free gift wrapping on all items. We will be glad to include your special message with your item.
When will my credit card be billed?: We will charge your credit card once the items are located and the billing information as well as the receiving address are verified. You will not be charged for any item until it is ready to ship out unless yo are purchasing a made-to-order item.
How can I cancel my order?: You can edit or cancel your order via your account interface (My Account) as far as we have not yet started the processing phase -- this is specified by your order status within your Nersel&Irene account. If the order processing has started already and you request to cancel your order or items on your order, we will attempt to cancel these items. We cannot guarantee the order will be cancelled as this depends on the processing status and, if the order has been shipped, shipping charges will not be refunded. Please note an unused item can be returned within 7 days. Please see our return information to do this.
What type of payments do you accept?: We accept Visa, MasterCard, American Express and Paypal. We do not accept cash, personal or cashier checks. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. We will charge your credit card once the items are located and the billing information as well as the receiving address are verified. You will not be charged for any item until it is ready to ship out unless you are purchasing a made-to-order item.
How do I change payment information for an order?: You can change your payment information by e-mailing us at help@nerselandirene.com or by calling us.
How do I change the shipping address for an order?: You can change your shipping address by e-mailing us at help@nerselandirene.com or by calling us. Please note that we will verify that the shipping address is known to your credit card company. If you would like to ship to a non-billing address, please call your credit card company and have them enter your shipping address as a reference address.