If something is wrong with your order, we will resolve it as quickly as possible in line with this Returns Policy.

Please contact us at office@radence.co.uk for all returns and issues.

1. Damaged or faulty items on arrival

If your order arrives with damaged or faulty items, please inform us within 3 business days of receiving your delivery.

To report the issue, email us with:

• Your order number
• The name of the affected item
• Clear photos showing the damage or fault

What happens next:

• In most cases, we will issue a refund or replacement for the damaged item.
• For low value items, we may accept photos and may not require a return.
• For higher value items, we may ask you to return the product. If a return is required, we will provide instructions and cover the return cost.

We do not offer compensation for any potential loss of sales or delays caused by damaged, faulty or missing items.

2. Missing items from your order

If something is missing from your order, please notify us within 3 business days of delivery.

Email us with:

• Your order number
• The name of the item that is missing

We will send the missing item or issue a refund for that item.

3. Incorrect items received

If you receive an item you did not order, please inform us as soon as possible.

We will either:

• Provide a prepaid return label, or
• Arrange a collection depending on the size of the item

If you were charged for the incorrect item, we will refund it once the issue is confirmed.

Please do not send items back without contacting us first.

4. Items ordered by mistake (change of mind)

If you ordered the wrong item or no longer want it, you must notify us within:

• 14 days of receiving the order for standard items
• 3 days of receiving the order for cosmetic or personal care items (must be unopened and unused)

Return conditions:

• Items must be unused, in original packaging and in a resellable condition
• You are responsible for return postage costs for items ordered in error
• Once approved, you have 28 days to return standard items and 7 days to return cosmetic items

Once we receive and inspect the returned goods, we will refund the product cost.
Delivery fees are non refundable for items ordered in error.

Exchanges for change of mind are not guaranteed and depend on stock. In most cases, we process a refund and ask you to place a new order.

5. Earrings and personal items

For hygiene reasons, we cannot accept returns of earrings or similar intimate items unless:

• They are unused
• The packaging is unopened
• They have never been worn

If the item is faulty, damaged or incorrect, the above hygiene restriction does not apply.

6. How to return items

Please contact us before sending anything back.

Email: office@radence.co.uk

We will provide:

• Instructions on how to return the item
• A return address
• A prepaid label if the return is due to a fault, damage or our error

For change of mind returns, you will need to cover the return shipping cost.

Items returned without prior contact may not be processed.

7. Refunds

Refunds are processed to the original payment method within 30 days of:

• Us receiving the returned items, or
• Receiving acceptable photo evidence (for damaged items), or
• Confirming a missing or incorrect item

Refunds apply only to the value of the returned items. Delivery charges are refunded only when the item was faulty, damaged or incorrect.

8. Non delivery

If your parcel has not arrived within the expected time frame, please contact us as soon as possible with your order number.

If the courier confirms the parcel is lost, we will send a replacement or issue a refund

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We want you to love your Auro & Co purchase. If something is not right, we are here to help.

To start a return or report an issue, email us at office@radence.co.uk with your order number and details.

Damaged or faulty items

If your item arrives damaged or faulty, please contact us within 3 business days of delivery with photos.
We will replace or refund the affected item.
For low value items, we may not require a return.

Missing or incorrect items

If something is missing or you received the wrong item, please contact us within 3 business days of delivery.
We will resend the correct item or issue a refund.

Change of mind returns

You can return unwanted items if:

• You contact us within 14 days of receiving your order
• Items are unused, unopened and in original packaging
• Cosmetic and personal care items must be reported within 3 days and returned within 7 days, unopened
• You cover the return postage for change of mind returns

Once we receive and inspect the items, we will refund the product cost.
Shipping fees are not refundable for change of mind.

Exchanges

Exchanges are available for faulty or incorrect items, depending on stock.
For change of mind, please return the item for a refund and place a new order.

Refund timing

Refunds are processed to the original payment method within 30 days after we receive the returned goods or approve your claim.

Non returnable items

For hygiene reasons, we cannot accept returns of:

• Earrings
• Used or opened cosmetic and personal care products

unless faulty or incorrect.

Contact us

Email: office@radence.co.uk
Website: https://auroandco.shop