Refund Policy
Last updated 25 August 2026.
If a piece is not right, you have 30 days from the day it is delivered to request a return.
1. Return window
Returns must be requested within 30 days of the delivery date shown on your tracking. Once we approve a return, the item should reach the address we give you within 14 days.
2. Condition
An item must be unworn, undamaged, and in the same condition you received it, with its original packaging and any tags still attached. You will need your order number or proof of purchase. Jewelry that has been worn, resized, altered, or engraved cannot be resold and is not eligible for return.
3. Items that cannot be returned
- Personalized and engraved items. Name necklaces, custom signet rings, initial pendants, and any piece made to your specification are produced for a single customer and cannot be restocked.
- Body jewelry. Nose, septum, navel, and lip jewelry is excluded for hygiene reasons once the sealed packaging has been opened.
- Pierced earrings that have been removed from their sealed backing card, for the same hygiene reasons.
- Gift cards and any item marked as a final sale on its product page.
These exclusions do not apply if an item arrives faulty or damaged, or is not the item you ordered. Your rights under applicable consumer protection law are not affected.
4. How to start a return
Email AurellesJewelry@gmail.com within 30 days of delivery with your order number and a short description of the problem. We reply within one business day with instructions and the correct return address for that item.
Please wait for those instructions before sending anything. We work with several fulfilment partners, so the return address for your item may be different from the address printed on the parcel you received. An item sent back to the wrong address, or sent without telling us first, is difficult to trace and may delay or prevent your refund.
5. Returns we do not ask you to send back
For some lower value items, or where return shipping would cost more than the item, we may simply refund you and tell you to keep or dispose of the piece. If that applies to your return we will say so when you contact us. You are never charged for this and you do not need to do anything further.
6. Who pays return shipping
Return shipping is paid by the customer, except where the item arrived faulty or damaged, or where we sent the wrong item. In those cases we pay it. We recommend a tracked service, because we cannot refund a return that does not arrive.
7. Restocking fees
We do not charge a restocking fee on any return.
8. Refunds
Once a return is received and inspected, we email you the outcome. Approved refunds go to the original payment method used at checkout. We process the refund within three to five business days of the item arriving, or within three to five business days of approval where we have not asked for the item back. Your bank or card issuer may take additional time to post it, and that timing is outside our control.
Original shipping was free, so nothing is deducted from your refund. Refunds are issued in United States dollars for the amount you were charged.
9. Exchanges
The fastest way to get a different item is to return the original for a refund and place a new order. If you would prefer a direct exchange, say so when you contact us and we will arrange it where stock allows.
10. Damaged, faulty, or incorrect items
Inspect your order when it arrives. If an item is damaged, faulty, or incorrect, email us within 14 days of delivery with a photograph. We will replace it or refund it in full, including any return shipping cost. In most cases we will not ask you to send it back.
11. Order cancellations
Contact us within 12 hours of placing an order to cancel it for a full refund. After that the order may already be with a fulfilment partner, in which case the return process above applies. You may also cancel for a full refund at any time before dispatch if your order is delayed beyond the estimates in our Shipping Policy.
12. Late or missing refunds
If more than ten business days have passed since we confirmed your refund and it has not appeared, contact your bank or card issuer first, then contact us and we will investigate.
13. Contact
Aurelle
Email: AurellesJewelry@gmail.com
Phone: (408) 877-4452
20289 Stevens Creek Blvd #1121
Cupertino, CA 95014
United States
We reply within one business day, Monday to Friday.