Frequently Asked Questions

Welcome to the NORVQ Help Centre. Here you'll find answers to common questions about our jewellery, orders, shipping, returns and refunds.

Products and Materials

What types of jewellery does NORVQ sell?

NORVQ offers a selection of jewellery, including necklaces, rings, bracelets and earrings. Available designs and product options may change over time.

What materials are your jewellery pieces made from?

Materials and finishes vary by product. Please check the individual product page for the listed silver grade, material composition, dimensions and other specifications before purchasing.

How do I choose the right size?

Please review the measurements and sizing information on the relevant product page. If you are unsure about a particular item, contact us before placing your order.

How should I care for my jewellery?

Store jewellery in a clean, dry place and avoid unnecessary exposure to perfumes, cosmetics, harsh chemicals and moisture. Follow the care instructions for your specific item, especially if it has a plated finish, crystals or decorative stones.

Orders and Payments

How can I ask about my order?

Contact us through WhatsApp at +86 190 7317 6765 and include your order number. We will review your enquiry and advise you on the next steps.

When will my order be dispatched?

Orders are prepared for dispatch after payment confirmation. Processing and dispatch times may vary depending on product availability, order volume and any additional checks required.

What payment methods do you accept?

The payment methods available to you will be displayed at checkout. Please check the available options before completing your purchase.

Shipping and Delivery

How long does delivery take?

For eligible Australian deliveries, the estimated delivery timeframe is approximately 7–18 days. This is an estimate, not a guaranteed delivery date. Actual delivery times may vary depending on the destination, shipping method, customs processing and carrier conditions.

Will I receive tracking information?

Where tracking is available for your shipping method, tracking information will be provided when available. Please allow time for the carrier's system to update after dispatch.

What if my parcel is delayed?

International deliveries may occasionally be delayed by customs processing, carrier operations, weather or other unexpected circumstances. If your parcel has not arrived within the estimated timeframe, contact us with your order number so we can help review its status.

Are customs duties and import taxes included?

Unless expressly stated otherwise at checkout or in your order confirmation, applicable import duties, taxes or other charges may be payable by the buyer. The applicable requirements depend on the destination and shipment arrangements.

What if I entered the wrong delivery address?

Please contact us as soon as possible if you notice an address error. If an order has already been dispatched, changes may not be possible. Additional shipping costs arising from an incorrect address or an unjustified refusal of delivery may be the buyer's responsibility, subject to applicable law and the circumstances.

Returns and Refunds

Can I return an item?

Our standard return policy allows eligible items to be returned within 30 days of delivery, provided they are unused, intact and in their original packaging. Please contact us before returning an item to receive instructions.

What if my jewellery arrives damaged or faulty?

Please notify us within 48 hours of delivery and provide clear photographs and your order number. We will review the issue and advise you on the available resolution. For confirmed quality-related returns under our policy, return shipping is covered by NORVQ.

This notification timeframe helps us investigate promptly and does not remove any consumer rights that apply under law.

Who pays for return shipping?

For eligible returns due to a change of mind, unsuitable size or personal preference, the buyer is responsible for return shipping, and the original shipping fee is non-refundable under our standard policy.

For confirmed quality-related issues, we will arrange or cover reasonable return shipping as applicable.

When will I receive my refund?

Returned items may need to be inspected before a refund is approved. Once approved, the refund will generally be processed through the original payment method where possible. The time taken for the funds to appear depends on the payment provider.

Can I return a customised or personalised item?

Customised and personalised items are excluded from ordinary change-of-mind returns under our standard policy. However, this exclusion does not apply where a remedy is required by applicable consumer protection law, including for eligible faulty or misdescribed goods.

Need More Help?

If your question is not answered here, please contact us via WhatsApp at +86 190 7317 6765 or visit https://www.norvq.com/.

We're happy to help with product questions, orders, delivery enquiries and return requests.