Returns & refunds
The short version: if a piece is not quite right, tell us within 30 days of delivery, send it back, and we refund you.
Our 30-day money-back guarantee
Jewellery is often bought as a gift, and sometimes it is simply not the right piece. We would rather refund you than have you keep something you do not love. That is why every order comes with a 30-day money-back guarantee. It gives you longer than the law requires (see your legal right to cancel below).
How to start a return
- Email hello@auroraivy-jewellery.com with your order number and, if you like, what was not right.
- We reply with return instructions within 2 working days.
- Post the piece back in its original packaging. Once it arrives, the refund goes to your original payment method.
What we refund
- Unworn pieces in their original condition — full refund of the product price.
- Earrings — for hygiene reasons we can only take back earrings that are unworn and in their original packaging, unless they arrived faulty.
- Rings that do not fit — return them under this policy and order the right size, or email us and we will help you choose. Our ring size guide helps you get it right the first time.
- Damaged, faulty or wrong item — full refund or a replacement, your choice, and we cover the return cost. Send a photo and we will not make you jump through hoops.
Delivery and return postage
Delivery is free, so there is no delivery charge to refund. You pay the return postage on a change-of-mind return. If a piece arrived damaged, faulty or wrong, we cover it.
Bundle discounts
If you return part of an order that received a bundle discount, we refund what you actually paid for the returned pieces.
Timing
We aim to approve returns within 2 working days. Refunds are issued as soon as the returned piece arrives with us; your bank then takes its own time, usually 5–10 working days.
Your legal right to cancel (UK customers)
If you live in the UK, the Consumer Contracts Regulations 2013 give you the right to cancel your order without giving a reason:
- You have 14 days from the day you receive your order to tell us you want to cancel.
- You then have a further 14 days to send the piece back to us.
- We refund you within 14 days of receiving the piece back (or proof that you have posted it), to your original payment method.
To cancel, email hello@auroraivy-jewellery.com with your order number and a short line saying you want to cancel. Return postage works the same way as above: you pay it, unless the piece arrived damaged, faulty or wrong. This legal right sits alongside our 30-day guarantee, not instead of it; the guarantee simply gives you longer.
Your statutory rights
Nothing here reduces your legal rights. If a piece is faulty or not as described, UK customers are also protected by the Consumer Rights Act 2015. Australian customers have rights under the Australian Consumer Law and New Zealand customers under the Consumer Guarantees Act; US and Canadian customers have rights under their state or provincial law. Those rights always apply on top of this policy.