Return & Refund Policy

Return & Refund Policy

1. Eligibility for Returns

You may return most non-earring items within 14 days of receiving your order.
To start a return, please contact info@auralislondon.com with your order number, reason for return, and clear photos (if applicable).

To be eligible for a refund:

• The item must be unused, unworn, and returned in its original packaging.

• The return must be initiated within 14 calendar days of delivery.

Items returned outside of this window, or not in their original condition, may not qualify for a refund.

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2. Non-Returnable Items

For hygiene and safety reasons, earrings are non-returnable and non-refundable once shipped.
Additionally, custom-made jewelry is non-refundable, as each piece is crafted specifically to order.

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3. Damaged, Faulty, or Missing Items

If your order arrives damaged, defective, or missing items, please contact us at info@auralislondon.com within 7 days of delivery with your order number and clear photos of the issue.

We will offer a replacement or full refund, depending on product availability and your preference.

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4. Return Shipping Costs

• For unwanted or change-of-mind returns, the customer is responsible for the return postage.

• For damaged or incorrect orders, Auralis London will cover the return shipping costs or arrange collection.
   

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without proof of postage.

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5. Refunds

Once your return is received and inspected, we’ll notify you via email that your refund has been approved.
Refunds are processed to the original payment method within 5–10 business days of approval, depending on your bank or payment provider.

Refunds will not include shipping fees, unless your item was damaged, missing, or sent in error.

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6. Exchanges

We currently do not offer direct exchanges.
If you would like a different item, please return your original purchase for a refund and place a new order.

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7. Custom Orders

Custom jewelry orders are made specifically for you and are non-refundable and non-exchangeable.
Before production begins, we confirm all design details via email to ensure accuracy.

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8. Questions or Assistance

If you have any concerns about your order or need help with a return, please contact us at:
📩 info@auralislondon.com
We’re happy to assist and ensure you have a smooth experience.

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9. Legal Compliance

This Returns & Refunds Policy is written in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
These laws protect your right to receive goods that are as described, fit for purpose, and of satisfactory quality.