AUDREY & ROMAN FINE JEWELLERY — REFUND POLICY
Last updated: May 16, 2026
At Audrey & Roman Fine Jewellery, we want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer a straightforward returns and refund process.
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RETURNS
We accept returns within 14 days of the delivery date. To be eligible for a return, your item must be:
- Unworn and unused
- In the same condition that you received it
- In its original packaging with all tags attached
- Accompanied by proof of purchase (order number or order confirmation email)
Certain items are exempt from returns:
- Items that have been personalised, engraved, or custom-made to your specifications
- Items showing signs of wear, damage caused by the customer, or alterations made after delivery
- Gift cards
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HOW TO START A RETURN
To initiate a return, please contact us at hello@audreyromanjewels.com within 14 days of receiving your order. Please include:
1. Your order number
2. The item(s) you wish to return
3. The reason for your return
4. Photos of the item (required for damaged or defective items)
We will respond within 24 hours with return instructions. Please do not send your item back without contacting us first.
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error with your order. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
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REFUNDS
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 3–5 business days. Please allow an additional 3–10 business days for your bank or card provider to process the payment — this varies depending on your financial institution.
If your refund is rejected because the item does not meet our return conditions, we will contact you and return the item to you at your expense.
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LATE OR MISSING REFUNDS
If you have not received your refund within 10 business days of our approval notification:
1. Check your bank account again
2. Contact your credit card company — it may take time before your refund is officially posted
3. Contact your bank — there is often processing time before a refund is posted
4. If you have done all of the above and still have not received your refund, please contact us at hello@audreyromanjewels.com
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DAMAGED OR DEFECTIVE ITEMS
We take great care in packaging and quality-checking every item before dispatch. However, if you receive an item that is damaged or defective, please contact us immediately at hello@audreyromanjewels.com with:
- Your order number
- A description of the damage or defect
- Clear photographs of the damaged item and packaging
We will resolve the issue as quickly as possible, either by sending a replacement or issuing a full refund — at no cost to you.
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WRONG ITEM RECEIVED
If you received an incorrect item, please contact us at hello@audreyromanjewels.com within 14 days. We will arrange for the correct item to be sent and cover the cost of returning the incorrect item.
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EXCHANGES
We do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order.
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CANCELLATIONS
Orders can be cancelled free of charge if they have not yet been dispatched. To cancel, contact us immediately at hello@audreyromanjewels.com with your order number. Once an order has been dispatched, it cannot be cancelled and must be returned under our standard returns policy.
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LIFETIME CRAFTSMANSHIP GUARANTEE
In addition to our standard returns policy, every Audrey & Roman piece is covered by our Lifetime Craftsmanship Guarantee. If your item develops a manufacturing defect — including loose stones, broken clasps, or faulty settings — at any time after purchase, we will repair or replace it free of charge.
The Lifetime Guarantee does not cover:
- Normal wear and tear
- Damage caused by misuse, accidents, or improper care
- Damage caused by chemicals, perfumes, or cleaning products
- Loss of the item
To make a warranty claim, contact us at hello@audreyromanjewels.com with your order number and photographs of the defect.
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CONSUMER RIGHTS
If you made your purchase using Shopify Payments and have a dispute, you may also be entitled to raise a dispute directly with your card provider or bank under their standard chargeback procedures.
Nothing in this policy affects your statutory rights under the Magnuson-Moss Warranty Act or applicable United States state consumer protection laws.
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CONTACT
For all returns, refunds, and warranty enquiries:
Email: hello@audreyromanjewels.com
Phone: +1 (346) 776-0450
Address: 1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States
Response time: Within 24 hours, Monday to Friday