At Aurum Luxe Shop, we are dedicated to ensuring your complete satisfaction with every purchase. Should you need to return or exchange an item, we strive to make the process as seamless and elegant as our jewellery collections.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of receipt of your order. To be eligible for a return or exchange, items must be:

  • In original, unworn condition
  • In their original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please note: Due to hygiene reasons and the personal nature of these products, we cannot accept returns on earrings for pierced ears or any custom-made or personalised jewellery items.

Non-Returnable Products

Based on the intimate nature of certain jewellery categories, the following products cannot be returned or exchanged:

Product Category Reason for Non-Return
Earrings for pierced ears Hygiene considerations
Custom-made or personalised jewellery Made specifically to customer specifications
Items without original packaging or tags Cannot be resold as new

Return Process

  1. Submit a Return Request: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template provided below.
  2. Receive Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Return: Securely package the item in its original packaging, including all certificates and documents.
  4. Ship Your Return: Send the package to the address provided in your return authorization. We recommend using a tracked shipping service.

Exchange Process

To exchange an item for a different size or style:

  1. Follow the same process as returns, indicating in your email that you would like an exchange.
  2. Specify the alternative item you wish to receive.
  3. Once we receive and inspect your returned item, we will ship your requested exchange.
  4. If the exchange item is of higher value, you will be invoiced for the difference.

Refund Information

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable, unless the return is due to our error
  • You will receive an email confirmation once your refund has been processed

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item received, defective item, etc.). We recommend using a tracked shipping service as we cannot be responsible for items lost in transit.

Return Address

Please ship returns to:

Aurum Luxe Shop Returns
74 Baker St
Stirling, GB CH5B 3QI

Return Request Template

Please use the following template when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Aurum Luxe Shop Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product Name: [Name of Product] Reason for Return/Exchange: [Please provide details] [For exchanges] I would like to exchange for: [Product Name and Code if known] I confirm that the item is in its original condition and packaging. Please provide instructions on how to proceed. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Questions?

If you have any questions about our returns and exchanges policy, please contact our customer service team:

Email: [email protected]

We aim to respond to all inquiries within 2 business days.