Return & Refund policy

Customer Responsibility for Returns

Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of return postage. There are no hidden fees, restocking charges, or deductions from your refund for returnable items.

Refunds are issued to the original payment method used at the time of purchase.

30-Day Return Window

You have 30 days from the delivery date to initiate a return or exchange for eligible items.

How to Start a Return

To begin a return:

  1. Email us at help@aureatejewellery.co within 30 days of receiving your order
  2. Include your order number and the email address used on the order
  3. Our team replies within 24 hours (Monday to Friday) with your return instructions

Faulty, damaged, or incorrect items must be reported within 24 hours of delivery, with clear photos of the item. Our team reviews each claim individually and replies by email with the resolution for your order. For all other returns, our team will send you the return instructions by email; return postage is at your cost.

Please contact us before sending anything back: returns sent without first contacting our team may not be accepted.

Condition of Returned Items

To qualify for a full refund:

  • Items must be unused, unworn, and in their original condition (unless the item arrived damaged or faulty)
  • Original packaging and all tags should be included where possible

Damaged, Faulty or Incorrect Items

If your order arrived damaged, faulty, or incorrect, please contact us within 24 hours of delivery at help@aureatejewellery.co with your order number and clear photos of the item, laid flat or hanging on a clean surface. Our team reviews every claim individually and will reply by email with the resolution for your order, usually a replacement of the correct item at no extra cost. Claims reported after the 24-hour window may be declined.

This does not affect your rights under applicable US consumer protection law.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Personalised or custom-made items — including pieces engraved with a name, date, initials, or any custom detail — are made specifically for you and cannot be returned or exchanged unless they arrive faulty, damaged, or incorrect. This will be clearly indicated on their respective product pages.
  • Sale items are final sale and are not eligible for return or exchange unless faulty, damaged, or incorrect.

Refund Timeline

Once we receive and inspect your return, we'll confirm via email and issue a full refund within 7 business days to your original payment method.

Please note: your bank or card issuer may require additional time to post the refund to your account.

Exchanges

Need a different size, color, or item? Email us at help@aureatejewellery.co with your order number and the item you would like instead, and our team will arrange your exchange.

Questions or Help

We're here to help you with any questions about returns, refunds, or exchanges.