Refund policy

Last updated: 27 July 2026

This Return & Refund Policy explains how you can return items and receive a refund when you place an order with Aurelora.

1. Contact and Scope

If you have questions about returns or refunds, you can contact us:

E-mail: support@aurelora.co.uk
Telephone: [to be provided]
Address: Bolwerksepoort 39, 2152EW Nieuw-Vennep, The Netherlands
Customer service hours: Monday to Friday, 09:00 to 17:00

This policy applies to all purchases you make as a consumer through our website, aurelora.co.uk.

2. Policy Summary

Return period: you can request a return within 30 days of the date you received your order.
Return processing time: we assess your return within 7 business days after we receive the returned item.
Refund processing time: refunds are processed within 10 business days after the return is approved.
Return shipping costs: return shipping costs are borne by the customer, unless the return results from an error on our part or a defective/damaged item.
Jewellery warranty: in addition to the 30-day return right, jewellery purchased from Aurelora carries a 30-day warranty against material and manufacturing defects, as set out in our Terms and Conditions.

This policy is in addition to your statutory rights as a consumer under Dutch and European consumer law (such as the right to withdraw from an online purchase within 14 days).

3. Cancelling Your Order

You can cancel your order free of charge as long as it has not yet been processed or shipped, by contacting our customer service as soon as possible. If your order has already been shipped, you can still return the items after receipt within the 30-day return period, following the procedure below.

If you wish to exercise your statutory right of withdrawal, you must clearly inform us within 14 days of receiving your order that you wish to withdraw from the agreement (for example, by e-mail). You can then return the products within a reasonable period.

4. Return Conditions

We accept returns under the following conditions:

Time limit

Items can be returned within 30 days of the day on which you (or a third party designated by you, other than the carrier) received the order.

Condition of the item

Items must be unused, in their original condition, and with all tags and labels still attached. Products should, where reasonably possible, be returned in their original packaging.

Proof of purchase

An order number, invoice, or other proof of purchase is required to process a return.

Exceptions

The following items generally cannot be returned unless they are defective or incorrectly delivered:

Hygiene-sensitive products (for example certain items worn directly on the skin), once the seal is broken or the product has clearly been used.
Personalised or custom-made items (for example engraved jewellery).

Refusal of returns

We reserve the right to refuse returns that:

fall outside the 30-day return period;
are returned in a clearly used, damaged, or incomplete condition;
do not meet the conditions above, unless your statutory rights provide otherwise.

5. How to Return an Item

Step 1 – Contact customer service

Send an e-mail to support@aurelora.co.uk with:

your name and address;
your order number;
the item(s) you wish to return;
the reason for the return (optional, but helps us improve);
photos, if the item is damaged or defective.

Step 2 – Receive return instructions

Our team will send you the return instructions (return address, any special requirements) and, where applicable, a return number to include with your shipment.

Step 3 – Pack the item

Carefully place the item in its original packaging (if possible) with all tags still attached. Include your order details and, if received, the return number in the package.

Step 4 – Send the package

Send the package using a tracked/traceable shipping method. Always keep proof of shipment and, where applicable, the tracking number until your return has been fully processed.

Return shipping costs are your responsibility, unless the return concerns an incorrectly delivered, damaged, or defective item. In that case, we reimburse the reasonable return costs or provide a shipping label (if offered).

6. Return Assessment and Refund

Inspection

Once we have received your return, we check the item within 7 business days for condition (unused, undamaged), completeness (original tags, accessories), and compliance with the return conditions. You will receive an e-mail confirming whether your return has been approved or rejected (with an explanation).

Refund

Approved refunds are processed within 10 business days after approval. The refund is generally made using the same payment method you used for the original purchase, unless otherwise agreed. Any original shipping costs are refunded if you return the entire order, depending on the circumstances and applicable law.

Processing time at your bank/payment provider

Please note that your bank or payment provider may need additional time before the refund appears in your account. If you have not received a refund after the periods stated above:

First check your bank account or credit card statement.
Contact your bank or card issuer.
Then contact our customer service if the issue persists.

7. Exchanges

Defective or incorrect items

If you receive a defective, damaged, or incorrect item, please contact us within 30 days of delivery. We will arrange a suitable solution, which may include:

exchanging the item free of charge;
a replacement delivery;
or a refund.

In these cases, we reimburse the reasonable return costs or, where possible, provide a shipping label.

Size exchange

To exchange for a different size, we ask you to return the original item in accordance with this Return Policy and place a new order for the size you require.

8. Damage, Defects, and Special Situations

Damaged or defective items

If your order arrives damaged or defective, please contact us preferably within 48 hours of receipt via support@aurelora.co.uk. Please include photos of the product, the damage, and the packaging with the shipping label. We will assess the situation and offer a suitable solution (replacement, repair where possible, or refund).

Receiving the wrong item

If you receive an item other than what you ordered, please contact us. In that case, we cover the reasonable return costs and send you the correct item, where available, or agree on another suitable solution.

Missing parcel

If your parcel does not arrive within the expected delivery time, please contact us. We will start an investigation with the carrier. If the parcel is confirmed lost, we will arrange a replacement shipment or a refund.