Terms and Conditions

Terms and conditions for Nina Louise Limited

Orders – How Contracts Are Formed

Our site will guide you through the ordering process.  Before submitting your order you will be given the opportunity to review your order and amend it.  Please ensure that you have checked your order carefully before submitting it. If, during the order process, you provide us with incorrect or incomplete information, please contact us as soon as possible.  If we are unable to process your order due to incorrect or incomplete information, we will contact you to ask to correct it.  If you do not give us the accurate or complete information within a reasonable time of our request, We will cancel your order and treat the Contract as being at an end.

No part of our site constitutes a contractual offer capable of acceptance.  Your order constitutes a contractual offer that we may, at our sole discretion, accept.  Our acknowledgement of receipt of your order does not mean that we have accepted it.  Our acceptance is indicated by us sending you an order confirmation by email.  Only once we have sent you an Order Confirmation will there be a legally binding Contract between us and you.Order Confirmations shall contain the following information:Your order number; confirmation of the goods ordered including full details of the main characteristics of those goods; fully itemised pricing for the goods ordered including, where appropriate, taxes, delivery and other additional charges; estimated delivery date;We will also include a paper copy of the order confirmation with your goods.In the unlikely event that we do not accept or cannot fulfil your order for any reason, we will explain why in an email.  If we have taken payment any such sums will be refunded to you as soon as possible and in any event within 7 days.Any refunds due under this clause will be made using the same payment method that you used when ordering the Goods.


Payment for Goods and related delivery charges must always be made in advance and you will be prompted to pay during the order process. We accept the following methods of payment on our site: Paypal; Credit and Debit Card Payments;

Delivery Information

Mainland UK delivery is normally within 5 working days, unless otherwise agreed or specified during the order process (subject to delays caused by events outside of our control). We may sometimes need to extend our order delivery times and will display this during the ordering process.

Delivery shall be deemed complete and the responsibility for the goods will pass to you once we have delivered the goods to the address including, where relevant, any alternative address you have provided.

Ownership of the goods passes to you once we have delivered the item.


Jewellery and gifts are packaged in a beautiful Nina Louise jewellery/gift box and will be sent in a protective, eco-friendly Jiffy Bag which has a 100% recycled paper fibre lining and is fully recyclable, biodegradable, and compostable. The Jewellery box is wonderful for storing your jewellery but the box is recyclable if you decided not to keep it.

Faulty, Damaged or Incorrect Goods

In the rare occasion that there are any faults, damage or errors with your order, please contact as soon as possible by emailing us at info@nina-louise.com so we can arrange a replacement or refund.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Nina Louise Limited, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repair service for such items. There will be a small charge for this service, to cover the cost of the repair along with any postage costs incurred.

Cancelling and Returning Goods if You Change Your Mind

Personalised goods made with details that are specific to you are non-returnable as they can’t be resold. If you wish to cancel an order for personalised goods before it has been despatched, please contact us as soon as possible as once it has started to be made it may not be eligible for a refund.

For all other goods please contact us within 14 days by emailing info@nina-louise.com to arrange a return and refund.

To Return an Item to us, Please Follow the Below Steps:

If you wish to discuss a return please firstly contact us by emailing info@nina-louise.com

You have 14 days from receipt of your order to contact us to arrange a return of your purchase.

It is important to contact us first before returning goods to ensure it is eligible for a return. Items returned without contacting us first may not be eligible for a refund.

The item must then be returned to us within 14 days from that point.

Once your return has been agreed you can return it to us (we suggest using a signed for service) at:

Nina Louise, Nina Louise, Office 132, 79 Friar Street, Worcester. WR1 2NT

Enclose your name, address and order number with your return.

Securely package your item/s in it’s original box and send in a protective envelope or package.

If you are returning due to a change of mind you will be responsible for the cost of return using a method agreed with us when you contact us to arrange return. Price limits apply to the amount refunded to cover delivery costs.

Nina Louise Limited does not accept any responsibility for returned items lost, stolen or damaged in transit. These responsiblities are those of the customer.

Returns received outside of the above stated timelines are accepted at the discretion of Nina Louise Limited

Refunds will be issued within 7 days of Nina Louise Ltd receiving your return.

All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.

Online Order Cancellation

If you wish to cancel an order placed online at nina-louise.com please email us at info@nina-louise.com

Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to cancel your order, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions.

Personalised items cannot be cancelled.

The above does not affect your statutory rights.

Late and Lost Deliveries

If your delivery has been delayed, then please contact us

We normally don’t refund or replace lost items until 20 working days after the date of despatch  – this is when the Royal Mail classes items as being lost. But please do contact us if your delivery is late and is needed by a certain time so we can discuss the options.

Feedback and Complaints

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, it will be dealt with promptly. Please contact us by emailing nina-louise.com.

Privacy Policy

You acknowledge and agree to be bound by the terms of our Privacy Policy.

Online Security

We do not store financial information like credit or debit card numbers on this site. All transactions are handled by a secure online independent payment service provider. We accept payment online by Visa, MasterCard and American Express, via the secure payment provider Stripe or payment can also be made using Paypal.

Stripe stores your credit card data and it is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. It meets the requirements for security set by Payment Card Industry Data Security Standard (PCI-DSS). Stripe Payment Gateway who have been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

You can also pay with the secure online independent payment service provider Paypal and you can read more about how they protect your information here: https://www.paypal.com/bm/webapps/mpp/pay-online


  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by emailing us at info@nina-louise.com and we will remove you from our mailing list.

Access to and Use of Our Site

Access to Our Site is free of charge. It is your responsibility to make any and all arrangements necessary in order to access our site. Access to our site is provided “as is” and on an “as available” basis.  We may alter, suspend or discontinue our site (or any part of it) at any time and without notice.  We will not be liable to you in any way if our site (or any part of it) is unavailable at any time and for any period.

Goods, Pricing and Availability

We cannot guarantee that Goods will always be available.  Stock indications are not provided on our site, however we endeavour to always have items and options in stock and will inform you asap if your selected option is not available.

We make all reasonable efforts to ensure that all prices shown on our site are correct at the time of going online.  We reserve the right to change prices and to add, alter, or remove special offers from time to time and as necessary.  All pricing information is reviewed and updated when necessary.  Changes in price will not affect any order that you have already placed (please note sub-Clause regarding VAT, however).

All prices on Our Site include VAT.  If the VAT rate changes between your Order being placed and us taking payment, the amount of VAT payable will be automatically adjusted when taking payment.

All prices are stated in British Pounds Sterling £GBP.

We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.

Standard delivery within the UK is free.

Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as ‘customer’ in this agreement.

  1. Accounts

Certain parts of Our Site (including the ability to purchase goods from Us) may require an Account in order to access them.

You may not create an Account if you are under 16 years of age.  If you are under 16 years of age and wish to use the parts of Our Site that require an Account, your parent or guardian should create the Account for you and you must only use the Account with their supervision.

When creating an Account, the information you provide must be accurate and complete.  If any of your information changes at a later date, it is your responsibility to ensure that your Account is kept up-to-date.

We recommend that you choose a strong password for your Account, consisting of a combination of lower and upper case letters, numbers and symbols.  It is your responsibility to keep your password safe.  You must not share your Account with anyone else. If you believe your Account is being used without your permission, please contact Us immediately at info@nina-louise.com.  We will not be liable for any unauthorised use of your Account.

You must not use anyone else’s Account without the express permission of the User to whom the Account belongs.

Any personal information provided in your Account will be collected, used, and held in accordance with your rights and Our obligations under the Data Protection Act 1998, as set out in Clause 17.

If you wish to close your Account, you may do so at any time.  Closing your Account will result in the removal of your information.  Closing your Account will also remove access to any areas of Our Site requiring an Account for access.

If you close your Account, any comments and reviews you have created on Our Site will be anonymised by removing any username.

  1. Links to Other Sites

Links to other sites may be included on Our Site.  Unless expressly stated, these sites are not under Our control.  We neither assume nor accept responsibility or liability for the content of third party sites.  The inclusion of a link to another site on Our Site is for information only and does not imply any endorsement of the sites themselves or of those in control of them

  1. Communications from Us

If We have your contact details (if, for example, you have an Account) We may from time to time send you important notices by email.  Such notices may relate to matters including, but not limited to, service changes, changes to these Terms of Use, Our Terms of Sale, and changes to your Account.

We will never send you marketing emails of any kind without your express consent.  If you do give such consent, you may opt out at any time.  Any and all marketing emails sent by Us include an unsubscribe link.  If you opt out of receiving emails from us at any time, it may take up to 7 business days for Us to comply with your request.  During that time, you may continue to receive emails from Us.

For questions or complaints about communications from Us (including, but not limited to marketing emails), please contact Us at info@nina-louise.com


Registered Address: Oakmoore Court, 11c Kingswood Road, Hampton Lovett, Worcestershire. WR9 0QH

Company registration number 09067419

VAT number: 200 4885 37.