Returns & Refunds
If a piece is not right, you have 30 days from the day it arrives to ask us for a return.
What we can take back
Anything returned unworn and undamaged, in its original packaging, with any tags still on it. Jewelry that has been worn, resized, altered or engraved cannot be sold again, so we are not able to accept it. Once we approve your return, the piece should reach the address we give you within 14 days.
What we cannot take back
- Personalized and engraved pieces. Name necklaces, custom signets and initial jewelry are made for one person, so there is no way for us to restock them.
- Body jewelry. Nose, septum, navel and lip pieces are excluded for hygiene reasons, unless they arrive faulty or the sealed packaging has not been opened.
- Pierced earrings that have been taken off their sealed backing card, for the same reason.
- Gift cards, and anything marked as a final sale on its product page.
Starting a return
Email AurellesJewelry@gmail.com with your order number and a sentence about what went wrong. We reply within one business day with instructions and the right return address for your item.
Please wait to hear from us before posting anything back. We work with several fulfilment partners, so the address on the parcel you received is often not the address a return should go to. Sending it there anyway makes it very hard to trace.
Sometimes we will not ask for it back
On lower value pieces, where return postage would cost more than the item is worth, we will just refund you and tell you to keep it. If that applies we will say so in our reply. There is nothing for you to do and nothing extra to pay.
Getting your money back
Once your return reaches us and passes a quick check, we refund the original payment method within three to five business days. Where we have not asked for the item back, we refund within three to five business days of approving it. Your bank may sit on it a little longer, which is out of our hands. Shipping was free, so nothing is deducted from your refund.
Return postage is yours to cover unless the piece arrived faulty or we sent the wrong thing.
Exchanges
The quickest route is usually a refund on the first piece and a fresh order for the one you actually want, so you are not waiting on stock to move. If you would rather we simply swap it, say so in your email and we will arrange it where stock allows.
If it arrives damaged
Send us a photo within 14 days of delivery. We will replace the piece or refund it in full, return postage included, and in most cases we will not ask you to send it back.
The full legal wording is on our Refund Policy page.