Step 01
Tell us
Email us within the applicable return or cancellation period with your order number and the item concerned. For a fault or incorrect item, include a photo where practical.
CUSTOMER CARE AT AURYN
Returns &
Refunds
If a piece is not right for you, we want the next step to feel simple. Our returns process is designed to be clear, fair and easy to follow.
AURYN RETURNS
30-day return window
Our voluntary returns policy gives eligible purchases up to 30 days from receipt to tell us you would like to return them. This is in addition to your statutory UK consumer rights.
HOW IT WORKS
A straightforward return, from first message to resolution
Contact us at info@auryn-jewels.co.uk with your order number and the item you would like help with. If an item arrived faulty or incorrect, photos can help us resolve the issue quickly.
Step 02
We confirm the route
We will explain whether the item needs to be returned, where to send it and any return-postage arrangements that apply to your case.
Step 03
Refund or replacement
Once the return is resolved, we will process the appropriate refund, replacement or other remedy using the original payment method where applicable.
Changed your mind?
For eligible online purchases, UK consumers normally have a legal right to cancel by telling us within 14 days of receiving the goods. After telling us, you normally have a further 14 days to send the goods back.
Under AURYN’s voluntary policy, we extend the notification window to 30 days from receipt for eligible non-faulty items. Please handle returned items only as much as you reasonably would when inspecting them in a shop. We will confirm the return route and any return-postage arrangements that apply before you send anything back.
Faulty or incorrect items
If your item is faulty, damaged on arrival, not as described or you received the wrong item, contact us as soon as practical. We may ask for photographs so we can resolve the issue efficiently.
Your statutory remedies may include the short-term right to reject faulty goods and receive a refund where that right applies, as well as repair, replacement or other remedies in other circumstances. Asking you to contact us within 48 hours helps us investigate delivery issues quickly, but it does not remove any statutory rights you may have.
Hygiene-sensitive items
For change-of-mind returns, sealed products that cannot be returned for health or hygiene reasons may be excluded once the seal has been broken. This can include pierced earrings where supplied in sealed hygienic packaging.
This exclusion does not apply where an item is faulty, misdescribed or where your statutory rights otherwise require a remedy.
Refund timing & delivery costs
Where a legal cancellation right applies, we will refund the amount due within 14 days after we receive the returned goods or, if earlier, satisfactory evidence that you have sent them back. The standard outbound delivery charge is refunded where required; any extra cost for a premium delivery method above standard delivery is not normally refundable.
Refunds are issued back to the original payment method unless another method is agreed. Your bank or payment provider may take additional time to display the funds after we have processed them.
Sale & promotional items
Sale and promotional purchases keep the same statutory rights as full-price goods. Where our voluntary 30-day policy applies, eligible sale items also follow that return window unless a specific promotion clearly states otherwise without limiting your legal rights.
Need help?
Email info@auryn-jewels.co.uk with your order number. We will tell you the next step before you send anything back.
Please do not send a return to our registered office unless we have specifically instructed you to do so.
Your statutory consumer rights come first.
Nothing in this policy is intended to restrict rights that UK consumer law gives you for faulty, misdescribed or otherwise non-conforming goods, or your cancellation rights for eligible distance purchases.