Refund policy
At Auravelle, your satisfaction is important to us. If for any reason you are not completely happy with your purchase, we're here to help.
Please read the following policy carefully before requesting a return or refund.
Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, all of the following conditions must be met:
- The item must be unused and in its original condition.
- The item must include all original packaging, accessories, and documentation.
- The product must not show signs of wear, damage, alteration, or misuse.
- Customized or personalized products cannot be returned.
- Clearance or Final Sale items are not eligible for return unless defective.
For hygiene reasons, earrings cannot be returned unless they arrive damaged or incorrect.
Please note that selecting the correct size is the customer's responsibility. Orders placed in the wrong size due to customer preference or measurement errors are not eligible for return, exchange, or refund.
Defective or Incorrect Items
If you receive:
- a damaged item
- a defective product
- the wrong item
- the wrong size or color sent by Auravelle
please contact us within 48 hours of delivery.
To help us verify your claim and process your request efficiently, please provide:
- Order number
- Photos of the product
- Photos of the shipping package
- A short description of the issue
- A clear, uninterrupted unboxing video showing the package being opened and the condition of the product upon arrival.
To initiate a return, replacement, or warranty claim, customers must provide a complete, uninterrupted unboxing video clearly showing the unopened package, shipping label, the entire unboxing process, and the condition of the product immediately upon opening.
The unboxing video is a mandatory requirement for all claims involving damaged, defective, incorrect, missing, or warranty-related items. Claims submitted without a valid unboxing video cannot be independently verified and may therefore be declined at Auravelle's discretion.
If the issue is verified, we will gladly provide a replacement, repair, or refund at no additional cost.
Return Shipping
Unless the item is defective or we shipped the wrong product, customers are responsible for the return shipping costs.
We recommend using a tracked shipping service, as Auravelle is not responsible for lost return packages.
Please do not send returns to the sender's address shown on the package.
Our customer service team will provide the correct return address after your request has been approved.
How to Request a Return
To begin a return request, please email us at:
Include the following information:
- Order number
- Full name
- Shipping address
- Reason for return
- Photos & videos
Our support team will review your request and respond with return instructions.
Refund Processing
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds are processed within 7 business days after we receive the returned item.
Refunds are issued to the original payment method used for the purchase.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Original shipping charges are non-refundable.
Order Cancellation
Because our fulfillment system begins processing orders shortly after they are placed, we cannot guarantee cancellations once an order has entered production or shipment.
If your order has already shipped, please wait until it arrives and then follow our return procedure.
Orders in Transit
If your package is already in transit, it cannot be recalled or cancelled.
Once you receive the package, you may submit a return request according to this policy.
To help us process your return more quickly, please send us the tracking number once your return shipment has been dispatched.
Non-Returnable Items
The following items cannot be returned:
- Personalized or engraved jewelry
- Gift cards
- Final Sale items
- Earrings (for hygiene reasons)
- Items damaged through misuse, accidents, improper care, or normal wear and tear
Products ordered in an incorrect size due to customer selection are not eligible for return, exchange, or refund. Please ensure that you carefully measure and confirm your size using our Size Guide before completing your purchase.
Right to Refuse Returns
Auravelle reserves the right to refuse returns if:
- The product has been worn or used.
- The returned item is incomplete.
- Original packaging is missing.
- The item has been intentionally damaged.
- The return request falls outside our return period.
Any unauthorized returns may be returned to the sender.
Important Notice
To ensure the best fit before purchasing, we strongly recommend reviewing our Size Guide carefully and confirming your measurements before placing an order.
Returns, exchanges, or refunds requested due to an incorrect size selected by the customer cannot be accepted.
As our jewelry is shipped from our overseas fulfillment center, international return shipping costs and customs fees are the responsibility of the customer unless the item is defective or an error was made by Auravelle.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: support@auravelle.uk
Our team is always happy to assist you.