Return & Refund Policy
At LG Aurelia, we want you to be completely satisfied with your purchase. This policy explains your rights when returning goods purchased online from us. Nothing in this policy affects your statutory rights under UK consumer law.
Change-of-Mind Returns
If you purchase an eligible item online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.
Once you have notified us, you must return the item to us within a further 14 days.
To start a return, please contact:
Would like to contact us? Please use our Contact Us page. From there, you can complete our contact form or access our dedicated customer support email address.
You may also fill our online returns form.
Please include your order number and the item you wish to return. We will provide return instructions and the appropriate return address.
Contacting us before sending your return helps us process it quickly; however, this does not limit any statutory cancellation rights you may have.
Condition of Returned Items
You may inspect an item to the extent reasonably necessary to determine its nature, characteristics and suitability, similar to how you might inspect it in a shop.
Returned goods should, where reasonably possible, include their original jewellery box, packaging, tags and accessories.
If an item has been handled beyond what is reasonably necessary and this reduces its value, we may make an appropriate deduction from the refund as permitted by law.
Earrings & Pierced Jewellery
For health and hygiene reasons, earrings and other pierced jewellery supplied with a hygiene seal or sealed protective packaging cannot be returned for change-of-mind reasons once that seal or packaging has been opened or broken.
If the hygiene seal remains intact, your normal statutory cancellation rights continue to apply.
This restriction does not affect your rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Personalised & Custom-Made Items
Items that have been made to your specifications or clearly personalised, including certain engraved or customised products, cannot normally be returned simply because you have changed your mind.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Pre-Order & Special-Order Items
Pre-order and special-order items remain eligible for the normal cancellation and return rights unless the item has been made to your individual specifications or personalised for you.
Ordering an item specifically from one of our suppliers does not by itself remove your statutory cancellation rights.
Return Shipping
For change-of-mind returns, customers are responsible for the direct cost of returning the goods unless we have agreed otherwise.
We strongly recommend using a tracked and appropriately insured service and retaining proof of postage.
If an item is faulty, damaged, misdescribed or you received the wrong item, please contact us before returning it so that we can arrange an appropriate solution and, where required, cover reasonable return costs.
Refunds
For eligible change-of-mind cancellations, we will refund the price paid for the returned goods together with the cost of our standard delivery option, where applicable.
If you chose a more expensive delivery service, such as express delivery, we are only required to refund an amount equal to our standard delivery charge.
Refunds will be made to the original payment method.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
We will process the refund without undue delay and no later than 14 days after receiving the returned goods or satisfactory evidence that they have been sent back, as applicable.
Your bank or payment provider may take additional time to display the refund after we have processed it.
Faulty, Damaged or Incorrect Items
Please inspect your order after delivery and contact us as soon as possible if an item is faulty, damaged, not as described or if you receive the wrong item.
Your statutory rights under the Consumer Rights Act 2015 are separate from our change-of-mind returns policy and are not limited by the 14-day cancellation period.
We will assess the issue and provide the appropriate remedy, which may include a refund, repair or replacement depending on the circumstances and your statutory rights.
Exchanges
If you would like a different size, colour or style, please contact:
Would like to contact us? Please use our Contact Us page. From there, you can complete our contact form or access our dedicated customer support email address.
Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order.
Cancellations Before Dispatch
Where possible, LG Aurelia allows orders to be cancelled before they have been fulfilled. Please contact us as quickly as possible if you need to cancel an order.
Need Help?
Please use our Contact Us page. From there, you can complete our contact form or access our dedicated customer support email address.
🕒 We aim to respond within 24–48 hours.
Return Inspection & Fraud Prevention
All items returned to LG Aurelia are subject to inspection before the return is completed.
For security, fraud-prevention and quality-control purposes, the opening and inspection of all returned parcels is video recorded from the point the sealed return package is opened through to completion of the inspection. from the point the sealed return package is opened through to completion of the inspection. Returned items may also be compared with our original order and dispatch records, including photographs, product specifications, hallmarks, identifying features, weight, packaging and accessories where applicable.
Customers are responsible for ensuring that the correct item is returned and that all relevant components supplied with the product are included.
Where a returned parcel is found to contain no item, an item different from the one supplied, substituted goods, deliberately damaged goods, missing components, or other evidence suggesting tampering, deception or attempted return fraud, we may carry out further checks and request additional information before determining whether a refund is due.
Suspected fraudulent activity may, where appropriate, be reported to the relevant payment provider, delivery carrier, insurer, fraud-prevention service or law-enforcement authorities together with supporting records and evidence where permitted by law.
This process is intended to protect both LG Aurelia and our genuine customers from fraudulent returns and does not affect any statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
That sounds much stronger and more legitimate than saying “if you send an empty box we’ll report you to the police.” It effectively tells a potential scammer:
We record the opening. We have evidence of what we originally sent. We compare the actual jewellery. We check hallmarks/weight/identifying characteristics. And suspected fraud can be escalated.