Returns & Refunds

We hope that you love your jewellery, however if not we will happily organise an exchange or refund for you, providing you notify us and return the jewellery within 30  days from date of purchase. The same applies if you receive a faulty or damaged item, or the item(s) is not what you ordered - you have 30 days from date of purchase to notify us and return the jewellery.

We just have a few exemptions……….

The following items are non-cancellable, non-refundable and non-exchangeable:

Any personalised items that are custom made, or ordered with your choice of name, message or other customised aspect that makes the item special and unique to your requirements and therefore it cannot be re-sold.

For hygiene reasons, we are unable to accept returns on earrings (unless faulty).

Any sale Items (unless faulty)

To arrange an exchange or refund, please email Please quote your order number, name and address, details of the product, the reason for return (to help us improve our systems), and whether you require a refund or a replacement. We will then advise on the next steps. We will require you to return the goods in their original, unworn condition and in the packaging that they came in to the address below:

Auren Jewellery
Unit 1, Penmore Business Centre,Penmore House, Hasland Road, Chesterfield. Derbyshire . S41 0SJ

The item remains your responsibility until it reaches us and so for your own protection, we recommend that you return the item via Royal Mail registered delivery or other ‘signed for’ service, and you should also obtain proof of postage.

We cannot be held responsible for returns that are lost in transit. 

If you are returning an item to us for a refund or an exchange, the cost of returning the item to us is your responsibility. However, where the item you received was sent in error or we deem as faulty, then we will refund your postage costs (providing we are notified of the fault within the timescales detailed above). 

We will not exchange goods that have been worn or do not have their original packaging. In this instance, the goods will be returned to the buyer.  In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.

If you haven’t received your refund within 28 days of returning the goods, please check with your card company as it may take some time before the refund is processed. If still no refund is received, please contact us at or on +44 (0) 1246555228

We will repair/replace faulty items free of charge, providing you notify us within 90 days of receipt of the goods and you are able to provide proof of purchase from After 90 days, depending on whether the item is still in stock and the nature of the damage, we will do our very best to fix the item, however there will be a charge for this service. Please email to make arrangements for this service.

If you have purchased a Gold Vermeil piece of jewellery please take note of the care instructions enclosed with your jewellery . Over time the gold plating may wear and we do offer a replating service. Please email us on telling us about the item in question and we will you a quote.

If you have any further questions about our returns policy, please email call us on 011246555228 Our office hours are Monday –Friday, 9am – 5.00pm (GMT).