We are an Australian owned and operated website and our philosophy is to always make the customer happy. We will make every endeavour to do so within and beyond the guidelines of the Australian Competition and Consumer Commission and Australian Consumer Law.
These guidelines are available at the following sites:
Nina's are also guided by the standards of the the Jeweller's Association of Australia. Established in 1931, the Jewellers Association of Australia (JAA) promotes the highest standards and ethics within the Australian jewellery industry and encourages consumers to shop with confidence where they see the JAA member sign.
Click to see each of our policies below.
All of our diamonds are natural stones, sourced wherever possible from Australia. We do not use artificial or created diamonds. All of our diamonds are 100% conflict free.
Returns are easy, secure and free!
Jewellery pieces are accepted for credit or exchange if returned to Nina's in their original purchase condition accompanied by all original documentation (including sales receipt) within 30 days of the purchase date, or within 30 days of shipping. Some exclusions may apply.
To return or exchange, please contact customer service on +61 8 9759 1366, or via the Live chat icon in the butom right of the screen. A representative will be available from 9am-5pm Monday-Friday WST.
Alternatively, you may return to any of our retail LOCATIONS in Western Australia.
Upon contacting Customer Service, all postal returns will be provided with a pre-paid shipping label to print and affix to the outside of your package. Wrap all orders in their original packaging and secure well. If you do not have the original packaging, please wrap securely and protectively - our staff will be able to advise you on this.
Once the item is wrapped and the provided shipping label printed and secured, simply drop the item at your nearest Australia Post facility - it's that easy!
Once the item has been received by Nina’s the quality assurance department will examine it within 5 to 10 working days to determine its approval for credit or exchange.
Please note that, under Nina’s Happiness Guarantee, only items in original purchase condition will be accepted for store credit or exchange.
ORIGINAL PURCHASE CONDITION
An item cannot be considered to be in original purchase condition if:
• it shows signs of having been worn
• it has been altered
• it has been resized (by another jeweller)
• a gem is set in a semi-mounting by anyone other than Nina’s
• it is damaged in any way
Upon approval, your store credit or exchange will be processed.
Jewellery pieces are accepted for credit or exchange if returned in saleable condition within 30 days, accompanied by a sales receipt. Some exclusions may apply.
Gift recipients are entitled to exchange a piece, or a non-refundable merchandise credit.
To return or exchange your gift selection, please send it, via an insured method, directly to:
Shop 14, 55 Dunn Bay Road
Western Australia 6281
Nina’s will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.
Alternatively, you may bring your return to any of our retail LOCATIONS in Western Australia.
If you have any questions, please contact customer service on
+61 8 9759 1366. A representative will be available from 9am-5pm Monday-Friday WST.
If you should find a major problem with a Nina’s product, you can ask for a replacement or refund.
A replacement product will be as identical to the product originally supplied as possible. Refunds will be the same amount you have already paid, provided in the same form as your original payment.
Nina’s has the discretion to take into account how much time has passed since you bought the product.
The definition of a major problem is when:
• it has a problem that would have stopped someone from buying it if they’d known about it
• it is unsafe
• it is significantly different from the sample or description
• it doesn’t do what we said it would, or what you asked for and can’t easily be fixed.
LAYBY TERMS AND CONDITIONS
• MAXIMUM TERM: 3 months from purchase date.
• CANCELLING A LAYBY: When a customer cancels a layby purchase, they have the right of a full refund less the cancellation charge. The cancellation charge is the amount of the deposit ($20 dollars or 20% which ever is greater).
• INCOMPLETE LAYBY: Should a customer fail to honour the layby sale, we will contact the customer and advise that unless full payment is received, the layby will be cancelled after 7 days. Should the customer not pay the outstanding monies within the specified seven days the layby will be cancelled, goods will be returned to stock, and any monies due, minus the cancellation charge, refunded to the customer.
• PAYMENT FREQUENCY: Instalments are due fortnightly.
• YOUR ADDRESS: It is the customer’s responsibility to advise the store of any changes of address.
When you purchase a Nina’s Gift Card the recipient receives an email voucher for the $AUD amount specified (Minimum $50). The voucher contains a Gift Card Code link to set up a store credit account for that amount. The account can be used on any goods at ninas.co online store. Any remainder is retained on the account for future use. Some personal information is required to set up the account. The email voucher can also be printed and taken to any Nina’s showroom store, and the staff will assist the recipient to redeem the voucher for their choice of and product or service available, and set up an account for any remainder.
Through the NINA’S SPECIAL ORDER - DEPOSIT FORM the customer must provide approval to proceed and pay the 50% non-refundable deposit of the quoted order price. Nina’s receipt of the approval and deposit indicates the customer’s acceptance of both the description of the Special Order and its quoted price. A SPECIAL ORDER CODE will then be emailed to the customer. This code will need to be quoted during the checkout process when completing the final purchase.
Once the final payment for the Special Order has been received by Nina’s, delivery will be arranged.
All Nina’s regular Return and Refund policies apply to Special Orders.
Please note: The Nina’s Happiness Guarantee does not apply to custom-made Special Orders or loose diamonds.
Our web server automatically recognises the visitor's domain name (not the email address) and records the visitor's browser and platform type (e.g. Chrome browser on a Microsoft platform).
1. Record the visitor's session information (such as the visitor's shopping selections when ordering),
2. Record user-specific information on the pages the visitor selects for viewing,
3. Retain the country of our site that you last visited.
When a visitor gives us their email address or sends us email correspondence, we retain their email address. We use email addresses to communicate with you regarding your orders and other matters regarding transactions between us or your customer relationship with us. We do not share our email lists with third parties for marketing purposes.
We may also use your email address to update you about Nina’s products and services that may be of interest to you. You may opt-out of receiving such promotional messages from us at any time. In any promotional email you will be given the opportunity to decline receiving similar emails in the future. If you’d like to opt-out of receiving promotional messages now CLICK HERE
We retain information provided by our visitor, such as registration information, transaction information (e.g. dates on which customers made purchases, amounts and types of purchases) and contact information (e.g. name, address, phone number). CLICK HERE to access this information.
Our visitor also has the ability to correct inaccuracies in contact information and unique identifiers. To do so, CLICK HERE.
On request, and with verification, we will give the visitor a reminder with unique identifier information (e.g. customer number or password).
If you request a catalogue to be mailed to your postal address, you will be placed on our mailing list and you may receive periodic mailings from us.
Visitors who give us their telephone numbers online will receive telephone contact from our representatives regarding orders or requests they have placed online.
We want you to be happy with your Nina’s experience and we’re always trying to improve our service. Thus, you may be contacted by one of our representatives inquiring as to your satisfaction. Your participation is voluntary and you may opt-out at any time by telephoning us at +61 8 9759 1366.
The Children’s Online Privacy Protection Act took effect April 21, 2000, and pertains to websites directed toward children under 13 years of age. Ninas.co does not collect information on any person under 13 years. We ask that children do not submit information to us without the consent of a parent or guardian.
Nina’s will not share your information with anyone. The only exception to this rule is if, for some reason, it is required by law.
Nina's offer two industry-standard methods for secure online payment. SecurePay is our direct credit card payment gateway. They are an industry leading international payment processing solution. And Paypal, used by over 5 million Australian shoppers and 90,000 Australian stores and millions more around the world, it is the safe standard for online purchase.