Exchange & Return Policy
Return & Exchange Policy
Hassle-Free Returns
At Auramel, we want you to be completely satisfied with your purchase. We make high-quality freshwater pearls accessible to everyone. However, if something doesn’t meet your expectations, we offer a simple return & exchange process to ensure your shopping experience is stress-free.
Eligibility for Returns & Refunds
To qualify for a full refund, please ensure:
- To request a return, please contact us within 14 days of receiving your package at auramel86@gmail.com, including your order number.
- Items must be in their original condition—unworn, unwashed, undamaged, and with original packaging.
- Earrings are non-refundable due to hygiene reasons.
We cannot process refund requests after the 14-day period. Additionally, return shipping costs are the responsibility of the customer, and we do not reimburse return shipping fees.
How to Return an Item
- Email us at auramel86@gmail.com within 14 days of receiving your order.
- We will review your request and provide return instructions.
- Ship the item back to us in its original condition.
- Once received and inspected, we will notify you via email.
- If approved, your refund will be automatically processed within 14 days to your original payment method.
Please note that banks and credit card providers may require additional processing time. If your refund is not received within 15 business days, feel free to contact us at auramel86@gmail.com.
Need Assistance?
We value your trust! If you have any further questions, feel free to reach out to us at auramel86@gmail.com. Our customer service team is happy to assist! 💖
Frequently Asked Questions
Are your pearls natural?
Yes, all our pearls are natural freshwater pearls, carefully selected to ensure high quality and the best luster.
Why are your pearls cheaper than other premium brands?
China is the largest freshwater pearl producer, accounting for over 95% of global supply, with Zhuji being the most prominent pearl farming base, known as the "Pearl Capital of China".
We work directly with top-tier suppliers, cutting out middlemen and brand markups, ensuring high-quality pearls at more competitive prices.
How do we achieve better pricing?
Direct sourcing – No middleman markups: Traditional brands rely on multi-tier distribution, adding unnecessary costs. We work directly with pearl farms, keeping prices fair.
Online sales – Lower operational costs: Unlike traditional jewelry brands with expensive retail stores, we focus on direct-to-consumer (DTC) online sales, reducing costs and passing the savings to you.
Transparent pricing – No excessive markups: High-end brands often sell pearls at premium prices, but the value is determined by luster, shape, and surface quality, not just branding. We offer top-tier pearls without artificial markups.
Are your jewelry pieces hypoallergenic?
Yes, all our jewelry is made from S925 sterling silver or 18K gold plating, free of nickel and lead, making them safe for sensitive skin.
How do you select your pearls?
Our pearls are graded based on luster, surface smoothness, shape, and color, ensuring only the finest pearls make it into our collection.
Will your jewelry tarnish over time?
Our S925 sterling silver with 18K gold plating is specially treated to prevent tarnishing. However, we recommend avoiding exposure to chemicals like perfumes and hand sanitizers for better longevity.
How long does shipping take?
Orders are processed within 1-3 business days. UK deliveries take 3-5 days, while international shipping may take 7-14 days, depending on the destination.
Do you offer worldwide shipping?
Yes, we offer worldwide shipping! Shipping fees and delivery times vary depending on the country.
Do you accept returns or exchanges?
Yes, we offer a 14-day hassle-free return and exchange policy (excluding earrings). If you are not satisfied with your purchase, please ensure the item is unused, undamaged, and in its original packaging, then contact customer support for a return.
Who covers the return shipping costs?
If the return is due to a quality issue, we will cover the return shipping cost. If the return is for personal reasons (e.g., change of mind, wrong order), the customer is responsible for return shipping fees.
How do I return a defective item?
On the rare occasion that you receive a faulty or incorrect item(s), or your jewellery requires repair please email auramel86@gmail.com with your order number and item name.
If you can include a description and photos of the fault that would be very helpful for our team.
Once we have the piece it will be assessed by our team, and we will keep you up to date with the next steps.
What do I do if an item is missing or damaged?
Please check your order as soon as you receive it. If your order is not as expected, please contact our Customer Care Team on auramel86@gmail.com as soon as possible with your order confirmation number to hand.
If you can include a description and photos of the missing item or damage that would be very helpful for our team.
Once we have the piece it will be assessed by our team, and we will keep you up to date with the next steps.
We are more than happy to replace or repair any faulty items.