Refund policy

RETURNS AND EXCHANGES

Due to the nature of our bespoke products, you have 7 days to inform us of a return request and 14 days to make the return upon delivery. In addition to our standard 14 day return policy, we’re offering extended Christmas returns. Orders placed between November 23rd and December 26th, 2023 can be returned until January 8th, 2024.
Upon return request, we will give you full details of how to make the return. Orders placed after December 26th 2023, follow the standard returns policy. For hygiene purposes, earrings cannot be returned for refund or exchange. Bespoke orders (This includes any multi letter styles), where marked, are not eligible for return unless confirmed as faulty.

Please keep in mind that returns are your responsibility until they reach us, so please keep proof of postage. This does not affect your statutory rights. Payment will be taken at the time of or shortly after you submit your order and in advance of shipping. For any further questions, please contact info@aurumandgrey.com, and we will be happy to assist. 

 

FAULTY GOODS

Goods are faulty if they are received damaged or where a manufacturing fault occurs. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If returning a faulty item, it is your responsibility until it reaches us so we recommend using a secure 'signed for' service for your return.  Please contact us via info@aurumandgrey.com for your return details.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.