Shipping Information

At Aurum Luxe Shop, we ensure your exquisite jewellery and timepieces are delivered with the same care and elegance with which they were crafted.

Order Processing

Please allow 1-2 business days for order processing before your item is shipped.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx with delivery within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS with delivery within 15-25 business days after dispatch.

Please note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times are estimates and may vary depending on destination and customs processing.

Returns & Exchanges Policy

Your satisfaction is our priority at Aurum Luxe Shop. We strive to make our returns process as refined and straightforward as our jewellery collections.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of receipt of your order. To be eligible:

  • Items must be in original, unworn condition
  • All original packaging and tags must be intact
  • Original receipt or proof of purchase must accompany the return

Non-Returnable Products

Due to the intimate nature of certain jewellery categories, we cannot accept returns on:

  • Earrings for pierced ears (for hygiene reasons)
  • Custom-made or personalised jewellery items (made specifically to customer specifications)
  • Items without original packaging or tags (as they 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. Please 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

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 shipping or returns policy, please contact our customer service team:

Email: [email protected]

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