Refund policy

Returns & Refunds

We want you to be happy with what you chose. If you are not, you have 14 days from the day your order arrives to request a return, no questions asked.

What can be returned
Items must be unworn, undamaged and returned in their original packaging. We cannot accept items that have been engraved, personalised or made to order, or items that show signs of wear.

How to start a return
Email us at officialaurelle@hotmail.com within 14 days of delivery with your order number and the items you would like to return. We will reply with the return address and instructions. Please do not send anything back before contacting us, as parcels sent without a return authorisation may not be processed. Once we have confirmed your return, you have a further 14 days to send the items back.

Return shipping is paid by the customer, unless the item arrived faulty, damaged or incorrect. We recommend using a tracked service, as we cannot be responsible for parcels lost on the way back to us.

Refunds
Once your return reaches us and passes inspection, we will refund the original payment method within 10 business days. Depending on your bank, the money can take a few more days to appear on your statement. Original shipping charges are refunded only where the item was faulty, damaged or incorrect.

Promotional bundles
Where a bracelet, charm or another item was included free as part of a promotion, the free item must be returned together with the qualifying items. If you keep the free item and return only part of the order, the value of the free item will be deducted from your refund.

Right of withdrawal (UK and EU)
If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days of receiving it, without giving a reason. Our 14-day return window above meets this right.

Faulty or damaged items
If anything arrives damaged, faulty or not as described, email us within 14 days of delivery with your order number and a photo. We will arrange a replacement or a full refund, including shipping, at no cost to you. Manufacturing defects that appear later are covered by our 1-year warranty.

Exchanges
The fastest way to exchange an item is to return it for a refund and place a new order for the piece you want instead.