Customer Care

Returns and Refunds Policy

Our UK returns and refunds policy explains how to return an item, cancel an online order and request help with faulty or incorrect goods.

Last updated: August 2026

30-Day Returns For eligible, unused items
Simple Process Contact us with your order number
Secure Refunds Returned to the original payment method

At Aurum & Relics Ltd, we carefully check and prepare every order. If something is not right, please contact us and we will help you resolve it as quickly as possible.

Our 30-Day Return Policy

You may return an eligible item within 30 calendar days of delivery.

To qualify for a return, the item should be:

  • unused, unworn and in its original condition;
  • returned with its original packaging, tags and accessories where supplied; and
  • accompanied by your order number or another form of proof of purchase.
You may handle an item only as you reasonably would in a shop to inspect its nature, characteristics and function. We may make a lawful deduction if handling beyond this has reduced its value.

Your Right to Cancel

For most online purchases, you have a statutory right to cancel without giving a reason.

  1. Tell us that you wish to cancel within 14 days after the day you receive the goods.
  2. Send the goods back within 14 days after telling us that you wish to cancel.

Our voluntary 30-day policy does not reduce your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Returns and Refunds Process

  1. Email info@aurumrelics.co.uk with your name and order number. You do not need to give a reason when exercising your statutory right to cancel.
  2. Pack the item securely, including all supplied packaging and accessories where possible.
  3. Send the parcel to the address below. We recommend retaining proof of postage and using a tracked service.
Aurum & Relics Ltd 157 Carnation Road
Southampton
SO16 3JJ
United Kingdom
Please do not send a return using a cash-on-delivery service. Responsibility for the parcel remains with you until it reaches us, except where we have provided the return method.

Return Postage

For a change-of-mind return, you are responsible for the direct cost of sending the item back, provided we informed you of this before purchase.

If an item is faulty, damaged, not as described or sent to you in error, please contact us before returning it. We will provide an appropriate return method or reimburse reasonable return postage where required.

Refunds

After receiving and inspecting your return, we will notify you. Approved refunds are made to the original payment method.

We aim to process refunds within 5 business days and, where the statutory cancellation right applies, no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back.

Where an entire order is cancelled under the statutory right, we will also refund the cost of our least expensive standard delivery option.

Any additional cost paid for an enhanced or express delivery service is not refundable unless that service was not properly provided.

Your bank or payment provider may take additional time to show the refund in your account.

Faulty, Damaged or Incorrect Items

If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as reasonably possible at info@aurumrelics.co.uk .

Photographs of the item and packaging may help us investigate quickly, but failing to contact us within 48 hours does not remove your statutory consumer rights. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Items That Cannot Normally Be Returned

Unless faulty, not as described or otherwise covered by your statutory rights, we cannot normally accept:

  • personalised, engraved or custom-made jewellery;
  • pierced earrings supplied with a hygiene seal where that seal has been broken after delivery; or
  • items altered, misused or damaged after delivery.
Pierced earrings without a broken hygiene seal may be returned only if they are unworn and otherwise meet the return conditions.

Cancelling Before Dispatch

If you wish to cancel before your order has been dispatched, contact us promptly. We will try to stop the parcel, but this may not be possible once processing has begun.

If the order has already been dispatched, you can still use the applicable return and cancellation rights described on this page.

Model Cancellation Form

You may copy and email the information below if you wish to cancel. Use of this form is optional.

To: Aurum & Relics Ltd, 157 Carnation Road, Southampton, SO16 3JJ, United Kingdom

Email: info@aurumrelics.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods: ______________________________________________

Order number: ________________________________________

Ordered on / received on: ______________________________

Name of customer(s): __________________________________

Address of customer(s): ________________________________

Signature of customer(s), only if submitted on paper: __________________

Date: __________________

Contact Us

For help with a return, cancellation or refund, please contact:

Aurum & Relics Ltd
Email: info@aurumrelics.co.uk
Telephone: +44 7768 031456

This policy is in addition to, and does not affect, your statutory consumer rights.

Need More Information?

Read our delivery information or contact us for personal assistance.

Contact Us Delivery Information