Collection, Final Payment & Uncollected Orders Policy

At Nura Lab, each piece of jewellery is prepared specifically for your order. To keep our collection and delivery process clear and fair for all customers, the following terms apply once your jewellery has been completed.

Final Payment

Any outstanding balance must be paid in full before jewellery can be collected, shipped or otherwise released.

Once your order is complete, Nura Lab will contact you using the email address, phone number or other contact details provided with your order.

Unless otherwise agreed with Nura Lab in writing, the outstanding balance should be finalised within 28 days of notification that your order is complete.

Jewellery will not be released until payment has been received and cleared.

Studio Collection

Orders being collected from the Nura Lab studio must be collected by appointment.

For security purposes, we may ask the person collecting the jewellery to provide identification and/or confirmation of the order.

If someone other than the purchaser will be collecting the jewellery, please contact us beforehand so that collection can be authorised.

Collection Timeframe

Once we notify you that your jewellery is ready, we ask that you arrange collection or delivery as soon as reasonably possible.

If your jewellery remains uncollected for 28 days after completion, Nura Lab may contact you again requesting that you:

  • pay any outstanding balance;

  • arrange a collection appointment; or

  • provide delivery instructions.

If you need us to hold your jewellery for a particular date, such as a proposal, anniversary or special occasion, please contact us. Longer holding periods may be agreed in writing at Nura Lab's discretion.

Unpaid or Uncollected Orders

If an order remains unpaid or uncollected and we have been unable to resolve the matter with you, Nura Lab may issue a Final Collection Notice.

If you do not respond, arrange collection, or settle any outstanding balance within 90 days of the Final Collection Notice, Nura Lab reserves the right, subject to applicable New Zealand law and the terms of your order, to cancel the order and take reasonable steps in relation to the jewellery.

This may include retaining, dismantling, repurposing or reselling the jewellery where legally permitted.

Any deposit, bespoke design fee, CAD fee, manufacturing payment or other amount already paid may be non-refundable where it relates to custom work already undertaken, materials ordered or costs incurred by Nura Lab.

Nothing in this policy limits any rights you may have under applicable New Zealand consumer law.

Custom & Bespoke Jewellery

Custom and made-to-order jewellery is manufactured specifically for the customer.

Deposits and payments relating to bespoke design, CAD development, diamonds, gemstones, precious metals and manufacturing may therefore be non-refundable once work has commenced or materials have been specially ordered.

Any cancellation will be considered in accordance with the circumstances of the order, the work already completed and applicable law.

Delivery Instead of Collection

If you are unable to visit our studio, we may be able to arrange insured delivery once the order has been paid in full.

Please contact us to confirm your delivery address and available shipping options.

Keeping Your Contact Details Updated

Customers are responsible for providing accurate contact information and informing Nura Lab if their email address, phone number or delivery details change.

We will use the contact details supplied with the order when sending completion notices, payment reminders and collection notices.

Need More Time?

We understand that proposals, travel and special occasions do not always follow an exact schedule.

If you would like us to hold your completed jewellery for longer, please contact us before the standard collection period expires. We are happy to discuss reasonable arrangements with you.

Nura Lab
Auckland, New Zealand