Return Policy
At Aurel & Vale, we want you to love your jewellery. If something is not quite right, our support team is here to help.
You may request a return or cancellation within 14 days of receiving your order. Once your return request has been approved, you will have a further 14 days to send the item back to us.
To start a return, exchange, or cancellation request, please contact us at:
Please include your order number, the item you wish to return, and the reason for your request.
Return Conditions
To be eligible for a return:
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Items must be unused, unworn, and in their original condition.
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All original packaging must be included.
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Items must not show signs of wear, damage, perfume, makeup, or alteration.
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Returns must be requested within 7 days of delivery.
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Approved returns must be sent back within 7 days of return approval.
We reserve the right to refuse a return if the item does not meet these conditions.
Non-Returnable Items
For hygiene and customisation reasons, we cannot accept returns or exchanges on:
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Personalised or customised jewellery, including engraved items, name jewellery, initials, custom letters, or made-to-order pieces, unless faulty.
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Earrings, if they have been worn, opened, or removed from their hygiene packaging, unless faulty.
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Gift packaging.
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Gift cards.
This does not affect your legal rights if an item is faulty, damaged, incorrect, or not as described.
Cancellations
If you need to cancel your order, please contact us as soon as possible at:
For non-customised items, we will do our best to cancel your order before it is processed or shipped. If your order has already been shipped, you may need to return the item to us once it has been delivered.
For personalised or customised jewellery, cancellation requests must be made as soon as possible after placing the order. Once production has started, we may not be able to cancel, refund, or exchange the item unless it is faulty, damaged, incorrect, or not as described.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at: supportaurelandvale@gmail.com
Please include your order number and clear photos of the issue so our team can review it.
Depending on the situation, we may offer a replacement, repair, refund, or store credit.
How to Return Your Order
To request a return, please email us at: supportaurelandvale@gmail.com
Please include:
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Your order number.
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The item you wish to return.
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The reason for your return.
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Photos, if the item is faulty, damaged, or incorrect.
Our support team will review your request and provide the next steps.
Please do not send items back without contacting us first.
Refunds
Once your return has been received and inspected, we will notify you by email.
If approved, your refund will be processed to your original payment method. Please allow up to 5 working days for us to process the return after receiving it. Your bank or payment provider may take additional time to show the refund in your account.
Shipping costs are non-refundable unless the item is faulty, damaged, incorrect, or not as described.
Exchanges
If you would like to exchange an item, please contact us at: supportaurelandvale@gmail.com
Exchanges are subject to product availability and must meet the same return conditions listed above.
Other Concerns
We take great care to ensure that every piece is carefully packed and delivered in excellent condition. If you have any concerns about your order, please contact us and we will do our best to help.
Aurel & Vale reserves the right to update or amend this policy at any time. Any changes will be posted on this page.