Returns & Refunds

If a piece is not right, you have 30 days from the day it arrives to ask us for a return. Everything you need to know is on this page.

1. Your return window

  • Returns must be requested within 30 days of the delivery date shown on your tracking.
  • Once we approve your return, the piece should reach the address we give you within 14 days.

2. Condition we can accept

  • Unworn and undamaged, in the same condition you received it.
  • In its original packaging, with any tags still attached.
  • With your order number or proof of purchase.

Jewelry that has been worn, resized, altered or engraved cannot be resold, so we are not able to accept it back.

3. What we cannot take back

  • Personalized and engraved pieces. Name necklaces, custom signet rings, initial pendants and anything 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 help@aurellejewelry.net 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 back. 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 in most cases.
  • We pay it where the item arrived faulty or damaged, or where we sent the wrong item.
  • 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. How refunds are issued

  • Once a return is received and inspected, we email you the outcome.
  • Approved refunds go back 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. 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.

10. Exchanges

The fastest way to get a different item is to return the original for a refund and place a new order, so you are not waiting on stock to move. If you would prefer a direct exchange, say so when you contact us and we will arrange it where stock allows.

11. 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.

12. 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 on our Shipping Policy page.

13. Contact us

Aurelle
Email: help@aurellejewelry.net
Phone: (408) 877-4452
20289 Stevens Creek Blvd #1121, Cupertino, CA 95014, United States

We reply within one business day, Monday to Friday.