RETURNS & REFUNDS

Simple, Clear and Fair

At LG Aurelia, we want you to feel confident in your purchase. If something is not right, our customer care team is here to guide you through a clear and straightforward returns process.

14-Day Change-of-Mind Returns

For eligible online purchases, you have 14 days from the day after delivery to tell us that you wish to cancel and return your order. Once you have notified us, you then have a further 14 days to send the item back.

You do not need to provide a reason when exercising your statutory right to cancel an eligible online order.

Return Eligibility

  • The item should be unworn, undamaged and returned in a resalable condition.
  • Jewellery may be handled and tried on only as reasonably necessary to inspect it.
  • All supplied accessories, certificates, branded packaging and accompanying items should be returned where applicable.
  • Original packaging should be used where reasonably possible to protect the jewellery during transit.
  • An order number or other proof of purchase must be provided.

We may make a reasonable deduction where an item has been handled beyond what is necessary to establish its nature, characteristics and suitability.

Items That Cannot Usually Be Returned for Change of Mind

  • Jewellery made to the customer's individual specifications
  • Personalised or engraved jewellery
  • Bespoke or specially customised pieces
  • Earrings or pierced jewellery supplied with hygiene protection where the seal has been removed

These exclusions do not affect your legal rights where an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

How to Request a Return

1

Contact Customer Care

Email support@lgaurelia.co.uk or use our contact form within 14 days of receiving your order.

2

Provide Your Details

Include your full name, order number, the item you wish to return and whether the item is faulty or being returned because you changed your mind.

3

Await Return Instructions

Our team will confirm your return instructions and provide the appropriate return address. Please do not send jewellery back before receiving confirmation.

Returning Your Jewellery

Please package the jewellery securely to prevent movement or damage during transit. We recommend using a tracked and appropriately insured postal service, as the item remains your responsibility until it has been received by LG Aurelia.

Return-postage costs for change-of-mind returns are the customer's responsibility unless LG Aurelia agrees otherwise. Different arrangements may apply where an item is faulty, damaged or incorrect.

Refunds

  • Returns will be inspected after they are received.
  • Approved refunds will be sent to the original payment method.
  • Refunds will normally be processed within 14 calendar days of receiving the returned item or acceptable evidence that it has been sent back.
  • Where legally required, the original standard delivery charge will also be refunded.
  • Additional delivery upgrades above the standard delivery cost are not refundable unless required by law.
  • Banks and payment providers may require additional time to display the refund after LG Aurelia has processed it.

Faulty, Damaged or Incorrect Items

Please contact us as soon as possible if your order arrives damaged, faulty, incorrect or does not match its description. Include your order number and clear photographs where possible so that we can investigate promptly.

Nothing within this returns policy limits or removes your statutory consumer rights.

Need Help with a Return?

Contact our customer care team and we will guide you through the next steps.


Start a Return request