Personalised and individually made items

A piece ordered using our standard Collection options remains a normal Collection product, even when it is crafted after your order. Choosing an available carat size, gold colour or standard ring size does not, by itself, make the piece personalised. Crafted to order does not, by itself, exclude return rights.

Where the statutory right of withdrawal applies, you may withdraw without giving a reason within 14 days after you or your nominated recipient, other than the carrier, receives the goods. Notify us by a clear statement at concierge@aureliondiamonds.com before the period expires; no prior authorisation is required. Return the goods within 14 days after notifying us.

The statutory right of withdrawal is excluded only where a legal exception applies, including goods genuinely made to your individual specifications or clearly personalised, such as jewellery with a personal engraving. Choosing standard options or production after ordering alone does not establish an exception. Any applicable exception is explained before you order.

For Bespoke orders, the withdrawal position depends on the actual individual specifications or personalisation. The Bespoke label alone does not remove statutory rights.

This does not affect your statutory rights if an item is faulty, incorrectly supplied or does not conform to your order.

Eligible, non-personalised Collection jewellery qualifies for our additional exchange service. Submit your request no later than 30 calendar days after receipt. From day 15 this service provides exchange only, without an additional right to a refund. Your item does not need to have reached us by day 30; return instructions and the shipping deadline follow approval. The Vault and genuinely personalised products are excluded from this additional service. Statutory rights remain unaffected.

For this service, jewellery must be unworn, undamaged, in original condition, complete with certificates and documentation, and in its original packaging where reasonably applicable. Pieces with personalised engraving, individual modifications outside our standard Collection options, and Bespoke pieces are not eligible.

Refunds are made without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we have received the returned item or you have provided evidence that it has been sent back, whichever occurs first.

For a change-of-mind return, you bear the direct cost of returning the item. This does not apply where an item is faulty, incorrectly supplied or does not conform to your order; your statutory rights in those cases remain unaffected.