Legal
Returns & Refunds
Last updated: pending — not yet finalized
Every piece is made specifically for you, which shapes how returns work. We've tried to be clear and fair about it.
Made-to-order pieces
Because each piece is crafted individually once you order, we're unable to accept returns or exchanges once production has begun — except where a piece arrives faulty or not as described (see below).
Cancellations
If you cancel before production starts, your payment is refunded in full. Once production has begun, an order can no longer be cancelled.
Faulty or incorrect pieces
If your piece arrives faulty, damaged in transit, or not as described, we'll make it right — whether by repair, replacement, or refund. Contact us within 7 days of receiving it, with your order details and a photo of the issue, and we'll take it from there.
How refunds are made
Approved refunds are returned to your original payment method. This typically takes 10–14 business days, though the exact timing depends on your credit card provider or bank.
Return shipping
If a return is needed because of a fault or an error on our side, we cover return shipping. Otherwise, return shipping is paid by the customer — contact us and we'll give you the return address.
Bespoke and custom pieces
Bespoke and custom commissions are non-refundable.
How to start a return or report an issue
Reach us directly at contact@aurea-jewellery.co with your order number and, where relevant, a photo. A real person will help you through it.
See also