Terms & Conditions

Nellou Jewellery
Operated by Burhouse Limited

Last updated: 01/12/2025

These Terms & Conditions apply to all purchases made by consumers through the Nellou website. Nellou is a direct-to-consumer jewellery brand selling to individuals for personal use. By placing an order on our website, you agree to be bound by these Terms & Conditions.

1. About Us

Nellou Jewellery is a brand operated by Burhouse Limited, a company registered in England and Wales.

Registered Company Number: 00969381 
Registered Office: Unit 1, Quarmby Mills, Norcross Avenue, Oakes, Huddersfield HD3 4GJ
Email: hello@nellou.com

2. Eligibility & Use

By placing an order, you confirm that:

  • You are purchasing as a consumer for personal use (not for resale)
  • You are at least 18 years old, or have permission from a parent or guardian
  • The information you provide is accurate and complete

3. Products & Descriptions

  • All product descriptions, images and prices are provided in good faith.
  • We take care to ensure product images are representative, however colours and natural gemstones may vary slightly.
  • All jewellery is supplied in a Nellou pouch and jewellery box unless otherwise stated.

4. Pricing & VAT

  • All prices are shown inclusive of UK VAT at the applicable rate.
  • Delivery charges (if applicable) are shown at checkout before payment.
  • Prices may change at any time, but this will not affect orders already placed.

5. Orders & Payment

  • Orders are placed via our website and subject to acceptance and availability.
  • Payment is taken at the time of order.
  • We reserve the right to refuse or cancel an order if payment is not authorised, a product is unavailable, or an error has occurred in pricing or description.

6. Delivery

  • We aim to dispatch orders within the timeframe stated on our website.
  • Delivery times are estimates and not guaranteed.
  • Risk passes to you once the goods have been delivered to the address provided.

Please inspect your order on delivery and notify us promptly of any issues.

7. Consumer Rights & Cooling-Off Period

As a consumer, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

  • You may cancel your order within 14 days of receiving your goods.
  • To cancel, you must notify us in writing (email is sufficient).
  • You then have a further 14 days to return the item(s) to us.

Returned items must be:

  • Unworn, unused and in their original condition
  • Returned with original packaging

Personalised or made-to-order items are excluded from the right to cancel unless faulty.

8. Returns & Refunds

Earrings & Hygiene

For hygiene and safety reasons, earrings are not eligible for return or exchange once worn or tried on, unless they are faulty or not as described.

This does not affect your statutory rights. If your earrings arrive faulty or incorrect, please contact us as soon as possible and we will arrange a replacement or refund in line with consumer law.

Faulty Items
  • All jewellery is checked prior to dispatch.
  • If an item is faulty, please contact us as soon as possible with details and images where appropriate.
  • Where a fault is confirmed, we will offer a repair, replacement, or refund in line with your statutory rights.
Non-Faulty Returns
  • Return postage costs are the responsibility of the customer.
  • Refunds will be issued once returned items have been received and inspected.
  • Refunds will be made to the original payment method within 14 days of receipt.

9. Exclusions & Care

The following are not considered faults:

  • Normal wear and tear
  • Tarnishing or plating wear over time
  • Damage caused by chemicals, perfumes, cosmetics, cleaning products or water exposure
  • Accidental damage, impact or misuse

Care instructions should be followed to maintain the appearance of your jewellery.

10. Liability

Nothing in these Terms limits your statutory rights.

  • We are not responsible for indirect or consequential losses.
  • Our liability is limited to the value of the item purchased.

11. Intellectual Property

All website content, product designs, images and text remain the intellectual property of Burhouse Limited and may not be copied or reproduced without permission.

12. Discount Codes & Promotions

Discount codes may not be used in conjunction with any other offers or promotions unless clearly stated. Only one code may be applied per order.

13. Governing Law

These Terms & Conditions are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these Terms & Conditions, please contact us at hello@nellou.com