ORDER CARE
Returns and refunds
A clear, simple guide for UK orders. Email us at contact@auraalchemy.uk or use the form below.
Changed your mind?
- Before dispatch, email us to cancel. After delivery, tell us within 14 days after the day you receive your order. Email or the form below is fine; you do not need to give a reason or wait for approval.
- Send the item back within 14 days after telling us. You may handle it as you would in a shop; a fair reduction may apply if it has been handled beyond what is needed to check it.
- You pay the direct cost of change-of-mind return postage unless we have offered a prepaid label. Faulty or incorrect items are handled separately: contact us and we will cover reasonable return costs.
- We refund to your original payment method. The refund includes standard delivery where required by law, but not any extra cost for a premium delivery option. We may wait until the item or proof that it was sent back arrives, then refund within 14 days.
Sending your return
Pack jewellery securely and keep proof of postage.
Faulty, damaged or incorrect items
Tell us by email or form so we can put things right. Your Consumer Rights Act 2015 rights remain separate from change-of-mind returns. They can include a 30-day short-term right to reject goods that do not conform to the contract, and further repair, replacement or refund rights. We will agree a return method and cover reasonable return costs.
Exceptions
Some legally defined exceptions can apply, for example an item made to your specifications or clearly personalised. We do not apply a blanket exclusion to earrings. Sale items have the same statutory rights as other items.
Return address
40c Pemburry Road N17 8LY
Standard cancellation wording
To: AURA ALCHEMY LONDON LIMITED, 40 Pembury Road, N17 8LY, London; contact@auraalchemy.uk
“I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [item(s)]. Ordered on [date] / received on [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Signature of consumer(s) (only if this form is notified on paper): [signature]. Date: [date].” You can copy this into an email; a clear cancellation statement is enough. The online form is optional.