Refund policy

AURELINE PARIS

Refund & Returns Policy

Last updated: May 2025

Refund & Returns Policy — United States

Handcrafted & Made-to-Order Jewelry

All Aureline jewelry is handcrafted and made to order, customized individually for each customer.

During the ordering process, customers may select:

ring size
metal finish (silver, gold-plated, or white gold-plated)
stone color
stone cut

Because each piece is made specifically to the customer's specifications, production time is approximately 8–18 business days, followed by shipping time.

Natural stones may vary slightly in color, shade, and appearance. These natural variations are inherent to the material and are not considered defects.

We strongly recommend reviewing the size guide carefully before placing your order.

Ring Sizing & Size Exchanges

Before placing your order, we strongly recommend measuring your ring size carefully using the sizing guide and instructional video available on our website. Accurate measurement is the customer's responsibility.

Because each piece is made to order to your exact specifications, we are not able to accept returns or issue refunds for incorrect ring sizes chosen by the customer.

However, as a goodwill gesture, we may accept a size exchange under the following conditions:

The customer must contact us at hello@aureline-paris.com to request a size exchange.
The item must be returned to our facility in Poland (Warsaw) at the customer's shipping expense.
The item must be unworn, undamaged, and in its original condition.
Upon receipt and inspection of the returned item, store credit will be issued, less a handling fee to cover resizing or remaking costs.

Size exchange requests are evaluated on a case-by-case basis and are not guaranteed. Aureline reserves the right to decline a size exchange if the item shows signs of wear, damage, or alteration.

Custom Orders – Final Sale & Cancellation Policy

All Aureline jewelry is made to order. Due to the personalized nature of our products, custom orders cannot be returned or refunded once production has begun, except in cases of verified manufacturing defects present at the time of delivery.

By placing an order, the customer confirms that they understand and agree that the product is made to order and not eligible for return or refund.

24-Hour Cancellation Window

An order may be canceled within 24 hours of placement, provided that production has not yet begun. To cancel, the customer must contact us immediately at hello@aureline-paris.com with their order number.

Once 24 hours have passed from the time of ordering, or once production has commenced (whichever occurs first), the order is considered final and cannot be canceled, returned, or refunded except as set out in this policy.

Damaged or Defective Items (Manufacturing Issues Only)

Please inspect your order immediately upon delivery. Any visible damage, defect, or issue must be reported no later than 48 hours after delivery confirmation. Failure to report visible damage within this timeframe may result in denial of the claim.

Claim Documentation Requirement

All claims must be supported by clear photographic or video evidence.

To submit any claim for a manufacturing defect, damage, or under the Lifetime Stone Guarantee you must email hello@aureline-paris.com with:

your order number
clear photos or videos clearly showing the issue with the jewelry

We are unable to process claims submitted without visual evidence. Claims based solely on verbal or written description will not be accepted. We cannot assess or take responsibility without visual documentation to verify the condition of the item.

We accept claims only for manufacturing defects present at the time of delivery, including:

faulty clasps
improper stone setting
structural defects in craftsmanship
material defects

Resolution: Replacement or Refund

Upon approval of a claim, you will be required to return the defective item to Aureline. Return instructions will be provided following approval. Once received and inspected, we will offer either:

a replacement item of equivalent value, or
a refund to the original payment method

A refund will be issued only if a replacement cannot reasonably be provided.

We are not responsible for damage occurring after delivery, including but not limited to: damage during wear, impact damage, bent rings, scratches from normal use, or discoloration caused by chemicals, sweat, cosmetics, or improper care. Such cases may be eligible for repair at the customer's expense, subject to evaluation.

Warranty (United States)

All Aureline jewelry is covered by a 30-day limited warranty from the date of delivery. This warranty covers manufacturing defects only and applies only to defects that existed at the time of delivery.

This warranty does not cover: normal wear and tear, accidental damage, misuse or improper handling, improper storage, or third-party modifications.

Lifetime Stone Guarantee

Aureline provides a lifetime guarantee on the gemstones set in our jewelry.

If a stone sustains damage such as chipping, cracking, or breakage under normal wear conditions, Aureline will repair or replace the stone at no charge, subject to review and approval of a submitted claim.

Stone loss (missing or fallen-out stones):

Stone loss reported within 48 hours of confirmed delivery will be treated as a potential manufacturing defect (improper stone setting) and reviewed accordingly under our defect claims process.
Stone loss reported after 48 hours of delivery is not covered under this Lifetime Stone Guarantee, as loss occurring during wear is typically the result of external impact, improper handling, or conditions beyond our control.

This guarantee also does not cover:

Damage caused by chemicals, solvents, cosmetics, or improper storage.
Damage resulting from intentional misuse or accidents.

To submit a Lifetime Stone Guarantee claim: email hello@aureline-paris.com with your order number and clear photos or videos showing the damage. Claims without visual evidence will not be processed.

Undelivered Packages, Lost Shipments & Incorrect Address

Incorrect address provided by customer

Aureline is not responsible for packages that are undelivered or returned due to an incorrect or incomplete shipping address provided by the customer at checkout. Customers are solely responsible for the accuracy of their delivery address.

If a package is returned to Aureline due to an address error, the customer will be responsible for all re-shipment costs. Aureline will contact the customer to arrange redelivery.

Package lost by the carrier

If a package is confirmed as lost by the carrier (tracked shipment shows no delivery and the carrier acknowledges the loss), Aureline will reship the order at no additional cost to the customer. In such cases, Aureline will file the claim with the carrier directly.

To report a lost shipment, please contact us at hello@aureline-paris.com with your order number and tracking information. We will open an investigation with the carrier and, once the loss is confirmed, dispatch a replacement as soon as possible.

Returns (Non-Custom Items Only)

We offer a 30-day return policy from the date of delivery for eligible non-customized items only.

All approved returns must be shipped back to Poland (Warsaw). The exact return address will be provided after your return request is approved.

To be eligible for a return: the item must be unworn, unused, with all original tags and packaging, accompanied by proof of purchase, and the parcel must include the order number and full name of the purchaser.

If your order included a free gift, it must also be returned in unused condition; otherwise its value may be deducted from the refund.

If a returned item is received damaged, worn, or altered, we reserve the right to reduce the refund amount accordingly.

Return shipping costs are the responsibility of the customer. Items sent back without prior authorization will not be accepted.

Refunds

Approved refunds (for eligible non-custom items only) will be issued to the original payment method within 10 business days after the return has been received and inspected. Processing times may vary depending on your bank or payment provider.

Disputes & Chargebacks

Before initiating a dispute or chargeback with your payment provider or bank, we kindly ask that you contact us directly at hello@aureline-paris.com so that we may resolve the issue promptly. Most issues can be resolved quickly through direct communication.

Filing a chargeback without first contacting us may result in delays to your resolution. Documentation of our return and refund policy, as agreed to at the time of purchase, may be submitted to your bank or payment provider as evidence in any dispute.

Discount Codes & Promotions

All discount codes must be applied at checkout. Codes cannot be applied retroactively, have no cash value, and only one code may be used per order unless otherwise stated.

Refund & Returns Policy — European Union & United Kingdom

Handcrafted & Made-to-Order Jewelry

All Aureline jewelry pieces are handcrafted and made to order, customized individually for each client. During the ordering process, customers may select: ring size, metal finish, stone color, and stone cut.

Because each piece is produced according to the customer's individual specifications, estimated production time is 8–10 business days, followed by shipping.

Natural stones may vary slightly in color, shade, and appearance. These natural variations are inherent to the material and do not constitute defects.

Ring Sizing & Size Exchanges

Because each piece is made to order to your exact specifications, we are not able to accept returns or issue refunds for incorrect ring sizes chosen by the customer.

However, as a goodwill gesture, we may accept a size exchange under the following conditions:

The customer must contact us at hello@aureline-paris.com to request a size exchange.
The item must be returned to our facility in Poland (Warsaw) at the customer's shipping expense.
The item must be unworn, undamaged, and in its original condition.
Upon receipt and inspection, store credit will be issued, less a handling fee to cover resizing or remaking costs.

This goodwill size exchange does not affect your statutory rights under applicable EU or UK consumer law. If you believe your item has a fault or does not conform to the contract, please refer to the relevant statutory rights sections of this policy.

Right of Withdrawal – Customized Products

In accordance with Directive 2011/83/EU (and the Consumer Contracts Regulations 2013 in the UK), the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or clearly personalized.

For this reason, customized and made-to-order jewelry is not eligible for returns, cancellations, or refunds, except in cases of manufacturing defects or damage caused by us.

By placing an order, the customer acknowledges that the product is made to order and produced according to their individual specifications.

Cancellation Policy

24-Hour Cancellation Window

EU & UK customers retain any cancellation rights afforded by applicable law that cannot be excluded by contract.

Damaged or Defective Items (EU & UK)

Please inspect your order immediately upon delivery. Any visible damage or defect must be reported no later than 48 hours after delivery confirmation.

Claim Documentation Requirement (EU & UK)

All claims must be supported by clear photographic or video evidence.

To submit any claim, you must email hello@aureline-paris.com with your order number and clear photos or videos showing the issue. Claims without visual evidence cannot be processed under this commercial policy.

This photographic/video evidence requirement applies to claims under this commercial policy. It does not restrict your right to exercise statutory rights under the EU legal guarantee of conformity or the UK Consumer Rights Act 2015. To exercise statutory rights independently, contact us at hello@aureline-paris.com.

This commercial warranty covers manufacturing defects only. Normal wear and tear, accidental damage, improper care, impact damage, scratches, or stone loss due to external force are not considered manufacturing defects.

Resolution: Replacement or Refund (EU & UK)

Upon approval of a claim, you will be required to return the defective item to Aureline. Once received and inspected, we will offer either a replacement item or a refund to the original payment method. A refund will be issued if a replacement cannot reasonably be provided, or as required by applicable law.

Warranty (EU & UK)

All Aureline jewelry is covered by a 30-day commercial warranty from the date of delivery, covering manufacturing defects only. This does not affect your statutory rights under EU or UK law.

Lifetime Stone Guarantee

Aureline provides a lifetime guarantee on the gemstones set in our jewelry.

If a stone sustains damage — such as chipping, cracking, or breakage — under normal wear conditions, Aureline will repair or replace the stone at no charge, subject to review and approval.

Stone loss (missing or fallen-out stones):

Stone loss reported within 48 hours of confirmed delivery will be treated as a potential manufacturing defect (improper stone setting) and reviewed under our defect claims process.
Stone loss reported after 48 hours of delivery is not covered under this Lifetime Stone Guarantee, as loss occurring during wear is typically the result of external impact, improper handling, or conditions beyond our control.

This guarantee also does not cover: damage from chemicals, solvents, cosmetics, or improper storage; damage from intentional misuse or accidents.

To submit a claim: email hello@aureline-paris.com with your order number and clear photos or videos. Claims without visual evidence will not be processed under this commercial guarantee.

This Lifetime Stone Guarantee is an additional commercial benefit and does not affect or limit your statutory rights under EU or UK consumer law.

Undelivered Packages, Lost Shipments & Incorrect Address

Incorrect address provided by customer

Aureline is not responsible for packages that are undelivered or returned due to an incorrect or incomplete shipping address provided by the customer at checkout. In such cases, the customer will be responsible for re-shipment costs.

This clause applies where non-delivery is solely attributable to an address error made by the customer. It does not limit your rights where non-delivery is caused by factors within Aureline's or the carrier's control.

Package lost by the carrier

If a package is confirmed as lost by the carrier (tracked shipment shows no delivery and the carrier acknowledges the loss), Aureline will reship the order at no additional cost to the customer. Aureline will file the claim with the carrier directly.

To report a lost shipment, please contact us at hello@aureline-paris.com with your order number and tracking information.

Returns (Non-Customized Items Only)

We offer a 30-day return policy for eligible non-customized items from the date of delivery. All approved returns must be shipped to Poland (Warsaw); the address will be provided after approval.

To be eligible: item must be unworn, unused, with original tags, packaging, and proof of purchase. Return shipping is the customer's responsibility. Items returned without prior authorization will not be accepted.

Non-Returnable Items

We do not accept returns or refunds for: customized or made-to-order jewelry, sale items, or gift cards.

Refunds

Once an approved return is received and inspected, refunds will be issued to the original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at hello@aureline-paris.com.

Disputes & Chargebacks

Before initiating a dispute or chargeback with your payment provider, we kindly ask that you contact us directly at hello@aureline-paris.com so we may resolve the issue. Most issues are resolved quickly through direct communication. Documentation of our policy, as agreed at the time of purchase, may be shared with your bank or payment provider as evidence in any dispute.

Discount Codes & Promotions

All discount codes must be applied at checkout. Codes cannot be applied retroactively, have no cash value, and only one code may be used per order unless otherwise stated.

EU Consumer Rights Disclaimer

Nothing in this policy limits or excludes your rights under applicable European Union consumer protection laws.

UK Consumer Rights Disclaimer

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.