Delivery & Returns Policy

Delivery Policy

 

Most of Aurlanne’s jewellery pieces are made to order, unless they are one-offs.

Please note that credit/debit cards are debited as the order is placed.

From receipt of your order, subject to raw material availability, we hope to be able to dispatch your purchase within 5 working days. If any delay is envisaged, like during busy periods or if new raw material needs to be ordered, we will email you with an estimated dispatch date and will await your instructions.

We endeavour to dispatch one-offs within two days, or before depending on the time of the order.

We will email you to give you notification when your purchase has been dispatched and will provide you with a tracking number.

All items are presented in Aurlanne’s branded packaging with a compliment card, and dispatched in protective envelopes.

 

UK orders:

Free Packing and Postage within the UK on orders of £250 or over.

For order below £250:

You will be presented with two options to chose from at Checkout:

– Royal Mail Signed For® 1st Class delivery: £4.50.  Please note that Royal Mail does not guarantee delivery by the next day with this option and the package is not trackable.  Royal Mail covers up to £50.  Provides proof of delivery.

– Royal Mail Special Delivery Guaranteed by 1pm®: £7.50. This service is guaranteed by Royal Mail, and is trackable (we send you a tracking code with the dispatch confirmation email).

Please note that Royal Mail cannot guaranty delivery by 1pm for remote location or the Shetland Islands, only “next day”.

Parcels will need to be signed for in person.  You will therefore need to state a delivery address where you will be present at the time of delivery (home or work). If no-one is available to receive a Special Delivery item, Royal Mail will leave a card at the delivery address, giving you options for re-delivery or collection.

If the delivery is to your place of work, it is your responsibility to ensure that the packet is then handed to you. Aurlanne will not be liable for any loss of items.

Delivery date is subject to product availability and clearance of payment.

 

Overseas Orders

Delivery overseas costs £10 to Europe, £15 to the rest of the world when using Royal Mail.

The transaction is processed in pounds sterling.

We use Royal Mail International small packet delivery service.

Notification of delivery to the address you have provided will be considered proof of receipt.  If the delivery is to your place of work, it is your responsibility to ensure that the packet is then handed to you. Aurlanne will not be liable for any loss of items.

Royal Mail estimated delivery to Europe to take approximately 2-4 days, rest of the world approximately 5 days. These are only guidelines:  although your items receive priority treatment by Airsure, this service does not guarantee delivery times.

Delivery date is subject to product / raw material availability and clearance of payment.
We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.  We will notify you when your order has been dispatched and will provide you with a tracking number.

Please note that any duty and taxes incurred in the country of destination are the responsibility of the customer.

 

Returns policy

We hope that you are delighted with your purchase.

However, if the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity and you wish to return the item, we will be happy to provide a refund (excluding packing and postage costs) as long as you notify us by e-mail within 7 days of receipt at returns@aurlanne-jewellery.com.

Alternatively, you can exchange the item (packing and postage costs will apply) or we can issue you with Aurlanne vouchers to be redeemed against future purchases (to the value of the item returned excluding packing and postage costs).

The costs of returning goods to us shall be borne by you.

The refund, exchange or vouchers will be issued upon receipt of the goods in their pristine, unused condition and in their original and complete packaging.

Only goods returned in their original, unused condition and complete packaging are eligible for refund, exchange or the issue of vouchers.

Earrings for pierced ears are not refundable for hygiene reasons, nor are items which have been personalised, customised or altered to order.

Items which have been damaged through misuse will not be considered for return.

All items returned to Aurlanne should be sent by “signed for” delivery such as Royal Mail Special Delivery. Proof of posting will not be accepted as proof of delivery.

Items for return should be securely packaged. Aurlanne cannot accept responsibility for items damaged in transit to us. For this reason we would recommend that items are sent Royal Mail Special Delivery, which includes an insurance provision, or the equivalent in the country of dispatch. Once the 7 days following receipt of your order have expired, items are not eligible for refund, exchange or vouchers to be redeemed on a future purchase, nor is Aurlanne liable for any items said to be faulty, if you have not contacted us to inform us of your intent to return the goods (within 3 days for goods damaged in transit).

Items returned to us that arrive damaged or are lost in transit will not be credited. The delivery charge on the original order will not be refunded.

Goods damaged in transit to you will be replaced at no cost with free delivery, or refunded including postage if no stock of the same item is available. Please inform us of any breakage within 3 days of receiving the order to returns@aurlanne-jewellery.com.

We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

The provisions of this clause do not affect your statutory rights.

 

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