Refund policy

Christmas Returns Policy:
At AURUM + GREY, we take pride in creating bespoke, made-to-order pieces. Please review the details of our Christmas returns policy below.

Bespoke and Custom Orders:
As each piece is made to order, please note that bespoke items, including multi-letter styles, engraved pieces and 18ct gold designs (where specified), are non-refundable and non-exchangeable, except in cases where a fault has been confirmed.

Extended Christmas Returns:
To make gifting easier during the festive season, we offer an extended returns period.
Orders placed and delivered between November 20, 2025, and December 20, 2025, are eligible for return or exchange notifications until January 5, 2026. Once a return has been approved, you will have 14 days to return the item.

If your order included a complimentary gift, it must be returned along with your purchased item to qualify for a refund or exchange.

Standard Returns Policy:
Orders placed and delivered after December 21st, 2025 follow our standard returns policy. You must notify us of your intent to return within 7 days of delivery, and the item must be returned within 14 days of delivery.

Complimentary Gifts:
If your order included a complimentary gift, it must be returned along with your purchased item to qualify for a refund or exchange.

Hygiene Policy:
For hygiene reasons, earrings cannot be returned or exchanged under any circumstances.

Processing your return:
If your item is eligible for return, please email us at info@aurumandgrey.com within 7 days of delivery. You then have 14 days to return the item. Once we receive your request, we’ll provide full return instructions. You’ll be notified by email once your return has been received and logged. Please allow up to 5 working days for processing, or up to 10 during peak periods.

RETURNS AND EXCHANGES:
Due to the nature of our products being bespoke, not all items are eligible for refund or exchange. All bespoke orders (This includes all multi letter styles), where marked, are not eligible for return unless confirmed as faulty. If your item is eligible for return, you have 7 days to inform us and 14 days to make the return upon delivery. Upon return request, we will give you full details of how to make the return. For hygiene purposes, earrings cannot be returned for refund or exchange.

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 because 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.