RETURNS AND EXCHANGES:

Due to the nature of our products being bespoke, not all items are eligible for refund or exchange. All bespoke orders (This includes all multi letter styles), where marked, are not eligible for return unless confirmed as faulty. If your item is eligible for return, you have 7 days to inform us and 14 days to make the return upon delivery. Upon return request, we will give you full details of how to make the return. For hygiene purposes, earrings cannot be returned for refund or exchange.

Please keep in mind that returns are your responsibility until they reach us, so please keep proof of postage. This does not affect your statutory rights. Payment will be taken at the time of or shortly after you submit your order and in advance of shipping. For any further questions, please contact info@aurumandgrey.com, and we will be happy to assist. 

FAULTY GOODS:

Goods are faulty if they are received damaged or where a manufacturing fault occurs. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If returning a faulty item, it is your responsibility until it reaches us so we recommend using a secure 'signed for' service for your return.  Please contact us via info@aurumandgrey.com for your return details.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.