Refund policy

Thank you very much for visiting our store, and we hope you are satisfied with your purchase. However, If you’re looking to return or exchange your order for whatever reason, we’re here to help!

Returns

If you wish to initiate a return, please kindly contact us at contact@aurae.ca within 14 days of receiving your order. Please include your order number and reason for return to allow our team to process your request.

• Your item must be in the same condition that you received it, unworn or unused, and in its original packaging to be eligible for a refund.
• If the product is defective, damaged, or incorrect, kindly reach out to us at contact@aurae.ca within 7 days of receiving your order.
• Earrings WILL NOT be refunded due to hygiene reasons.
  
• All items marked as SALE are not eligible for refund.
• All personalized or customized items may not be eligible for refund.
• All items are not covered by a lifetime warranty.

If your return is accepted, we will provide you with further instructions on how to proceed, including the return shipping label, and any necessary forms to include with your package.

Items sent back to us without first requesting a return will not be accepted. 

Please be aware that the buyer is responsible for shipping their return within 7 days of receiving our returns address. Returns shipped after this period will be accepted at our discretion.

If you have any additional return questions, you can always contact us at contact@aurae.ca.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please allow 3-5 business days for our team to inspect the item and process your refund or exchange upon receiving your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@aurae.ca.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Cancellation Policy

To cancel your order, please reach out to us at contact@aurae.ca within 24 hours of placing your order. We will initiate a refund for your order, deducting a minor service fee for the transaction.

This 24-hour window is vital, as our items are crafted on a made-to-order basis.

Please be aware that an order is only officially canceled when you receive a confirmation email verifying your cancellation request.