We want the return process to be clear, straightforward, and fair. This page explains how to request a return, what information to provide, how returned products are reviewed, and what happens after a return or refund request is approved.
Please contact us before sending any product back. This helps us confirm the appropriate return destination and avoid delays in processing your request.
Return Eligibility
Each request is reviewed based on the product condition, order circumstances, reason for return, and applicable consumer rights. The guidelines below help explain what is generally expected.
Generally Eligible for Review
A return request may be considered when the item is in suitable condition and the request meets applicable requirements.
- Unused and unworn jewelry.
- Items returned in original condition.
- Original packaging and included components retained where applicable.
- Requests submitted with clear order information.
- Damaged or incorrect items reported with supporting evidence.
May Not Be Eligible
Certain conditions can affect whether a return or full refund can be approved.
- Jewelry showing wear, scratches, contamination, or misuse.
- Items damaged after delivery.
- Products altered, resized, repaired, or modified by a third party.
- Products identified as final sale or non-returnable.
- Items returned without prior contact or sufficient identification.
How to Start a Return
Please follow these steps before sending your item back.
Email sales@aurelianest.shop and include your order number, the product name, and the reason for your request.
If the item is damaged, incorrect, or has another issue, include clear photographs showing the product, relevant details, packaging, and shipping label where appropriate.
Do not ship an item back until our team provides the appropriate instructions. Return destinations and requirements may vary depending on the case.
If a return is required, package the jewelry carefully to reduce the risk of damage during transportation. Include all requested components and identifying information.
Once the returned item is received, it may be inspected to confirm condition and eligibility before a refund, exchange, replacement, or other resolution is processed.
Refunds
Approved refunds are normally issued to the original payment method used during checkout unless another method is required or mutually agreed.
After a refund is submitted, additional processing time may be required by your bank, card issuer, payment provider, or digital wallet before the funds appear in your account.
Return Shipping Costs
For discretionary returns, return shipping may be the responsibility of the customer unless otherwise agreed or required by law.
When a confirmed fulfillment error has occurred, such as receiving the wrong item, our support team will provide case-specific instructions.
Original Shipping Charges
Original shipping charges are generally not refundable for discretionary returns once the shipping service has been used.
Express, upgraded, or priority shipping fees may also remain non-refundable unless required by applicable law or the issue results from a confirmed fulfillment error.
Natural Stone & Finish Variation
Some Aurelianest jewelry uses turquoise, spinel, mixed metals, oxidized surfaces, or hand-finished textures. Natural materials may vary in tone, matrix, veining, pattern, or surface characteristics.
These variations are part of the material's character and are not automatically considered defects.
Exchanges
Exchange availability depends on inventory, product condition, and the reason for the request. In some situations, the most practical option may be to return an eligible item and place a separate order for the preferred product.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. Whether cancellation is available depends on the fulfillment stage.
Orders that have already been packed, fulfilled, or transferred to a carrier may no longer be eligible for cancellation.
Special Situations
Damaged on Arrival
Contact us promptly with your order number and photographs of the product and packaging so we can review the issue.
Wrong Item Received
If the item delivered does not match your order, provide photos of the item received and the relevant order information.
Missing Item
If part of a multi-item order appears missing, first check whether the order was shipped in multiple parcels before contacting us.
Refused Delivery
Orders refused or left unclaimed may be subject to return shipping, customs, or carrier-related deductions where permitted.
Customs Charges
International duties, VAT, import taxes, and local handling charges are generally outside our control and may not be refundable.
Package Marked Delivered
Check your mailbox, reception area, parcel locker, safe-drop location, neighbors, and local carrier before reporting the parcel as missing.
Returns & Refunds Questions
Can I return an item without contacting you first?
We strongly recommend contacting us before sending any item back. This allows us to confirm eligibility and provide the correct return instructions.
When will my refund appear?
After an approved refund is issued, the time required for the funds to appear depends on your bank, payment provider, card issuer, and local financial network.
Do you refund return shipping?
Return shipping may be the customer's responsibility for discretionary returns. Different arrangements may apply to confirmed fulfillment errors or where required by applicable law.
Can I return jewelry that has been worn?
Jewelry showing signs of wear, contamination, scratches, alteration, or misuse may not qualify for return. Each case is reviewed based on condition and circumstances.
Is natural stone variation considered a defect?
Not necessarily. Natural turquoise and other stones can vary in color, pattern, veining, and surface markings. These characteristics may be part of the natural material.
What if my order arrives damaged?
Contact us with your order number and clear photographs of the product, affected area, packaging, and shipping label where relevant.
Can I exchange an item instead of receiving a refund?
Exchange options depend on product availability and the circumstances of the request. Our team will explain the available options after reviewing your case.
Start a Return or Refund Request
Contact Aurelianest before sending anything back. Include your order number and enough information for us to understand the request.
Email: sales@aurelianest.shop
Website: aurelianest.shop
