CHRISTMAS UPDATE

To reassure customers purchasing Christmas gifts, our returns policy is extended to 8 January 2025 for purchases between 15 November and 11 December 2024. Purchases after this date must be returned to us within 28 days from the date on which you received your order, which is 8 January 2025 onwards. It is not affordable for us to offer free exchanges, and we can only refund the original purchaser. In the event of returned Christmas gifts for which it is not appropriate to refund the purchaser, we can provide e-gift cards for the recipient to choose their own replacement gift from www.auraque.com at their leisure.

 

We hope you’ll love the items you have chosen or been gifted. If for any reason you are not entirely happy, you may return the item/s providing they are unused, without signs of wear and returned in their original packaging. Items for refund must be returned to us within 28 days from the date on which you received your order. Earrings cannot be returned, for hygiene reasons.

If we have unfortunately supplied your original order incorrectly, or you wish to return an item due to a manufacturing fault or quality defect, please email sales@auraque.com with a description and photograph, so we can identify how best to resolve the problem. Our apologies for your inconvenience.

EXCHANGES

Unfortunately we are unable to process exchanges as single orders. In order to keep prices as low as possible for all customers our margins do not cover the overhead cost of exchanges. We try hard to ensure that our product listings include detailed sizing and material information. If you wish to return an item and to receive a new size or colour, please place a separate order for the replacement item, which will be dispatched as normal. You are then welcome to return the original order through our returns process. If you have a query or would like advice as to whether an AURA QUE product meets your requirements, please contact sales@auraque.com before you place your order. We will send you a tailored personal response to help you consider your purchase.  

We can only refund the original purchaser or, for returned gifts for which it is not appropriate to refund the purchaser, we can provide e-gift cards for the recipient to choose their own replacement gift from www.auraque.com at their leisure.

RETURNS

We can accept returns for purchases from www.auraque.com or our Hastings Store; please contact other stockists directly. Please always email sales@auraque.com to notify us that you wish to return item/s, quoting the SO##### from the top of your dispatch note in all correspondence so we can process your return efficiently. 

We will email you a Returns Authorisation Code and a link to our online Royal Mail returns portal. You can use this to receive a tracked postal label by email. Either print the PDF label, attach this to your returns package, and drop off at the Post Office or, if you do not have access to a printer, many post offices can scan the QR code on the email and print the label for you when you drop off your package. If you use our Royal Mail returns portal, we will deduct £3 from your order refund total to contribute to the costs of the tracked return. Please pack your return package securely, making sure the item is unused and that the original tag is attached. Alternatively, you are welcome to send your return back with a postal service of your choice to the address below. We recommend using a tracked service and, for all return methods, please ensure you keep your proof of postage.

When your returned goods are received and checked, we will refund the original payment method directly and confirm by email that funds are on the way. Please allow 5 working days for the transaction to appear on your statement. 

Please note, if any returns are not returned in a sellable condition, we will contact you by email with photos to work out the best way to proceed. We reserve the right to reject refund or exchange requests, or to deduct a cleaning fee, for goods not returned in a sellable condition.