Delivery, Returns & Cancellations

Bespoke Jewellery

At Aura Diamonds, our jewellery is often bespoke and made specifically to your requirements. As bespoke pieces we cannot accept returns or exchanges due to a change of mind once production has started.

Before production begins, we will confirm your chosen design, diamond, metal, ring size, engraving and other details with you. Please check these carefully before approving your order.

In-Stock Rings Bought Remotely

If you buy one of our in-stock rings without being with us at Castlemead, for example online, by phone, by video call or on WhatsApp, you can cancel within 14 days of receiving the ring and get a full refund, including the standard delivery charge. Please return the ring unworn, in its original condition and packaging. You can try it on as you would in a shop, but if it comes back worn, damaged or incomplete beyond that, we may reduce your refund by the loss in value. We will refund you within 14 days of receiving the ring back, or of you showing us proof that you have sent it, if that is sooner. To cancel, contact us as explained under Cancellations below.

This does not apply to rings made or altered to your specification, such as a bespoke ring, once production has started.

Delivery and Collection

You can collect your ring by appointment at Castlemead, Lower Castle Street, Bristol, or we can send it to you by insured delivery. We will agree the delivery details, any delivery charge and timing with you before your ring is sent.

Your ring remains our responsibility until it is in your hands, or with someone you have asked us to deliver it to.

Cancellations

If you wish to cancel your order, please contact us as soon as possible. If production has not yet started, we will do our best to accommodate your request.

For bespoke pieces, once materials have been purchased or production has begun, cancellation may not be possible, or reasonable costs already incurred may be deducted. This does not affect the 14-day right to cancel below, where it applies.

If you buy without being with us at Castlemead, for example online, by phone, by video call or on WhatsApp, you may have a legal right to cancel within 14 days of receiving your item. This right does not apply to items made to your specifications or clearly personalised, such as a bespoke ring made to your chosen design and size.

To cancel, tell us clearly within the 14 days by email to info@auradiamonds.co.uk, by WhatsApp on +44 7436 370388 or by post to Aura Diamonds, Castlemead, Lower Castle Street, Bristol BS1 3AG. Please send or bring the item back within 14 days of telling us. We will refund what you paid, including the standard delivery charge, within 14 days of receiving the item back or proof that you have sent it.

Faults or Incorrect Items

If your jewellery arrives faulty, damaged or does not match the specification agreed with you, please contact us as soon as possible. Your rights under the Consumer Rights Act 2015 apply to bespoke pieces too. If an item is faulty or does not match what we agreed, you can reject it for a full refund within 30 days of receiving it. After that, we will repair or replace it, and if a repair or replacement does not fix the problem, you can have a price reduction or a refund.

Ring Sizing

Please take care when confirming your ring size. If your ring has been made to the size you approved, a change of mind regarding sizing does not make the ring faulty. Resizing is offered with every ring purchase. Some fully set pavé and eternity styles have less room for adjustment, so we will explain what is possible, and confirm any cost, before you buy.

Nothing in this policy affects your statutory consumer rights.