After-Sales Service
Customer Service
After-Sales Service
At AUREL, your satisfaction is our priority. If you have any questions regarding your order, customization, or delivery, our team is here to assist you.
Contact us
For any inquiries, please email us at hello@aurelkeepsakes.com. We strive to respond to all requests within 24 to 48 business hours.
Returns & Refunds
You have 14 days after receipt to request a return for a non-customized item. Customized items (engravings, bespoke creations) cannot be returned or refunded, except in the case of a proven manufacturing defect. The full details of the procedure are available on our Return Policy page.
Damaged or Defective Product
If your order arrives damaged or has a manufacturing defect, please contact us within 30 days of receipt, including your order number, a description of the problem, and photographs of the affected product. After verification, we will offer a replacement or refund where applicable.
Warranty
Our jewelry benefits from a 6-month commercial warranty against manufacturing defects, in addition to your legal guarantees of conformity and against hidden defects. Full details are available on our Warranty page.
Good to know: regardless of your request, your legal guarantees (conformity and hidden defects) always apply, independently of the deadlines indicated above for our internal procedures.