Frequently Asked Questions

Payment

Our online store accepts all major credit and debit cards including MasterCard, Visa, and American Express. We also accept payments via PayPal, Apple Pay, Google Pay & Shop Pay.

Orders

Your order confirmation email is automatically sent to you once you complete your online purchase.

Please ensure to double check in your spam/junk mail inbox, just in case it has been received there.

If you're having any difficulties locating your order confirmation email, please email us at orders@auraldn.com

Your order number can be found in your order confirmation email that was sent to you immediately after you completed your online purchase.

Please note, you will need your order number just in case you ever need to contact us.

Once your order has been processed and dispatched, you will receive a shipping confirmation email that contains your tracking number. Please input this into the our couriers website for updates on your parcels location.

If you are unable to locate your tracking number and would like tracking updates, please feel free to contact us via email at orders@auraldn.com

If your order has not already been processed and dispatched, we are more than happy to update your shipping address.

Feel free to contact us via email at orders@auraldn.com as soon as you can and we check the status of your order and if possible, update your order delivery address.

Please note that once your order has been dispatched, we are unable to update the order delivery address, as the parcel has already been handed to our couriers.

We sincerely apologise that you have received a faulty or wrong item in your order.

On the rare occasion that this happens, please contact us as soon as possible or within 14 days of the delivery date and we will process a return for you.

If you have an AURALDN account:

  • Simply log in to your account by clicking here.
  • Click on the order that contains the faulty/wrong item/s and then click 'Request return'.
  • Select the item/s that are faulty/wrong, select the appropriate reason and then click 'Request return'.
  • We will then review your return request within 2 working days.
  • Please remember that all requests on faulty/wrong items must be made within 14 days of receiving your order.

Don't have an AURALDN account?:

Please email us within 14 days of receiving your order at order@auraldn.com with the following information:

  • Your Order Number (located in your order confirmation email)
  • A photograph of the item you received (as an attachment)
  • Description of the issue with the item

We will then review the information you have provided and offer a solution within 2 working days.

All AURALDN jewellery is shipped in our gorgeous insta-grammable packaging. We ensure to use secure packaging so that your jewellery is protected from the moment it leaves our warehouse until it reaches you.

At times we also include some treats in our packages for you to enjoy.

We love to see your unboxing images and videos, please tag us across our social platforms! @auraldn

If you wish to cancel your order, please email orders@auraldn.com as soon as possible as we begin processing orders within 1 hour of receiving them.

If you're a little late and have already been informed that your order has been processed and dispatched, you can always return it back to us.

Please just ensure that your items are unworn, unopened, with the security seal intact and un-tampered with.

For information on how to return an item/s, please check out our 'Returns & Exchanges' page.

On rare occasions, we may cancel an order. This may be due to stock levels, fraudulent activity being detected or due to a customer request.

All cancelled orders are fully refunded. You will be notified and kept updated via email.

We sincerely apologies for any inconveniences caused due to stock levels on our end.

Pre-Orders

By pre-ordering you get early access to our most wanted pieces that are currently out of stock and will be restocked soon.

Pre-order items require full payment at checkout.

The shipping date for pre-order items will always be displayed clearly on the product page and also in your shopping cart.
If your have placed an order for a pre-order item, the shipping date will also be displayed in your order confirmation email.

As soon as your item has been packed and is ready to be shipped, you'll receive an email with the estimated delivery date.

No, pre-order items will be delivered separately according to the expected release date.

Shipping & Delivery

Once your order has been processed, you will receive a shipping confirmation email that contains your tracking number. Please input this into the our couriers website for updates on your parcels location.

If you are unable to locate your tracking number and would like tracking updates, please feel free to contact us via email at orders@auraldn.com

We offer a few options, including free delivery on orders over a certain limit (happy days!).

Please check our our 'Delivery' page for a full breakdown on our shipping options, plus a list of all the countries we ship to.

We begin processing orders within an hour of receving them and can take 1-2 days for your order to be processed during our non-sale periods.

Once processed, your order will then be dispatched and you will receive an email letting you know that your parcel is on it's way to you.

During busy periods, order processing can take a little longer, we kindly encourage our customers to allow an extra 7 days for orders processing. Our AURALDN warehouse superstars do always try their best to get orders fully processed and dispatched a lot sooner than this time frame however!

Any orders being shipped internationally (outside of the UK), may be subject to customs charges.

EU: If you are ordering to the EU, you will not be charged customs fees on orders under 150 euros. If you would like to order over this amount and want to avoid custom charges, we recommend splitting your order into multiple orders (You'll get free delivery on orders over £60).

Rest of the World: Please speak to your local customs office if you have any further queries regarding customs payments, as orders over a certain amount will be subject to customs charges.

Please note, we (AURALDN) are not in control of customs fees, duties or taxes and are unable to pay for any customs charges are incurred on international orders.

If your order has not already been processed and dispatched, we are more than happy to update your shipping address.

Feel free to contact us via email at orders@auraldn.com as soon as you can and we check the status of your order and if possible, update your order delivery address.

Please note that once your order has been dispatched, we are unable to update the order delivery address, as the parcel has already been handed to our couriers.

All AURALDN jewellery is shipped in our gorgeous insta-grammable packaging. We ensure to use secure packaging so that your jewellery is protected from the moment it leaves our warehouse until it reaches you.

At times we also include some treats in our packages for you to enjoy.

We love to see your unboxing images and videos, please tag us @auraldn!

Returns & Exchanges

It is super important for all our customers to be happy with their orders. However, if you are unhappy with your order, received a faulty/wrong item or changed your mind you have 14 days from the date of delivery to request a return.

Your items (with the exception of rings) must be unworn, unopened, with the security seal intact and un-tampered with.

Rings MUST have the size tag attached (and not be tampered with) or your items will be refused and returned back to you.

Items exempt from returns:
Please note, earrings can not be returned to us due to hygiene reasons

Please follow the steps below to request a return:

~

STEP 1:

Have an AURALDN account?:

  • If you have an account with us, you can simply request a return by logging into your account here.
  • Click on the order that contains the item/s that you wish to return and then click 'Request return'.
  • Select the item/s that you wish to return, provide a reason why and then click 'Request return'.
  • We will then review your return request.
  • Please remember that all return requests must be made within 14 days of receiving your order.

Don't have an AURALDN account?:

If you do not have an account with us, please contact us via email at orders@auraldn.com within 14 days from the date of delivery, in order to request a return.

Please include the following information within your email:

  • Your Order Number (located in your order confirmation email)
  • Reason for returning the item
  • We will then review the information you have provided and contact you within 2 working days.

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STEP 2:

Returns Request Accepted:

  • Once your return has been accepted, you will then be prompted to return the item to us, in it's original packaging and with the order slip inside.
  • A returns address will be provided to you.
  • Please note, all items, excluding rings, must be unopened, with the security seal intact and un-tampered with.

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STEP 3:

Refund Timeframes:
All refunds are processed within 14 days of us receiving your items.

Please note, we can only refund your money back to you via the same payment option you used to pay for your order to prevent fraud and keep you safe.

Unfortunately, we do not offer exchanges on items.

In the rare case that you have received a faulty item, a wrong item, or you have simply changed your mind on an order, you will have to request a return within 14 days from the date of delivery.

Your items (with the exception of rings) must be unworn, unopened, with the security seal intact and un-tampered with.

Rings MUST have the size tag attached (and not be tampered with) or your items will be refused and returned back to you.

Items exempt from returns:
Please note, earrings can not be returned to us due to hygiene reasons.

We sincerely apologise that you have received a faulty or wrong item in your order.

On the rare occasion that this happens, please contact us as soon as possible or within 14 days from the date of delivery and we will process a return for you.

If you have an AURALDN account:

  • Simply log in to your account by clicking here.
  • Click on the order that contains the faulty/wrong item/s and then click 'Request return'.
  • Select the item/s that are faulty/wrong, select the appropriate reason and then click 'Request return'.
  • We will then review your return request within 2 working days.
  • Please remember that all requests on faulty/wrong items must be made within 14 days of receiving your order.

Don't have an AURALDN account?:

Please email us within 14 days of receiving your order at order@auraldn.com with the following information:

  • Your Order Number (located in your order confirmation email)
  • A photograph of the item you received (as an attachment)
  • Description of the issue with the item

We will then review the information you have provided and offer a solution within 2 working days.

Still need help?

If you still need some help please feel free to contact us and we will get back to you!