At Auera By MS, we carefully inspect and pack every order to ensure your jewellery reaches you in the best possible condition. We want you to shop with confidence, and our Exchange & Return Policy explains the process if you receive an item that has an issue.
1. Exchange Eligibility
An exchange may be requested if:
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You received a damaged or defective item.
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You received an incorrect item.
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The item received is different from what you ordered.
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The product has a manufacturing defect that was present when received.
To be eligible for an exchange, the product must be unused, unworn, and in its original condition and packaging, along with any tags, accessories, or other items included with the original order.
2. Items That Cannot Be Exchanged
For hygiene, quality, and safety reasons, we generally do not accept exchanges for products that:
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Have been worn or used.
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Have been damaged after delivery.
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Show signs of perfume, makeup, lotion, water, sweat, or other substances.
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Have been altered, repaired, or tampered with.
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Are missing their original packaging, tags, or included accessories.
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Are returned after the applicable exchange period.
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Are damaged due to improper handling or storage.
Sale, discounted, promotional, or clearance items may also be subject to different exchange conditions.
3. Exchange Request Period
If you receive a damaged, defective, or incorrect product, please contact Auera By MS Customer Support as soon as possible after delivery.
When contacting us, please provide:
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Your order number
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Your name and contact details
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A clear description of the issue
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Clear photographs of the jewellery
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Photographs of the packaging, where applicable
Our team will review your request and let you know whether the item qualifies for an exchange.
4. Damaged or Incorrect Orders
We carefully inspect our products before dispatch. However, if your order arrives damaged or you receive an incorrect item, please contact us promptly.
After reviewing the issue, we may request photographs or additional information to help us determine the appropriate solution.
If the issue is confirmed to be our responsibility, we will guide you through the exchange process.
5. Change of Mind
We encourage customers to carefully review product details, images, and specifications before placing an order.
Exchanges due to a change of mind, personal preference, incorrect selection, or simply no longer wanting the product may not be accepted.
Any exception will be at the discretion of Auera By MS and subject to the condition of the product.
6. Return Condition
Any item approved for return or exchange must be sent back in the same condition in which it was received.
The jewellery must be:
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Unworn and unused
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Free from damage or marks
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In its original packaging
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Accompanied by the relevant order information
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Complete with any tags or accessories originally included
Products that do not meet these requirements may be rejected.
7. Exchange Process
If your exchange request is approved:
Step 1: Contact our customer support team with your order details.
Step 2: Provide photographs and information regarding the issue.
Step 3: Our team will review your request and provide further instructions.
Step 4: If approved, the product will need to be returned according to the instructions provided by our team.
Step 5: Once the returned item has been received and inspected, we will process the approved exchange.
Please do not send an item back without contacting our customer support team first.
8. Exchange Shipping
Shipping arrangements for an approved exchange will depend on the reason for the exchange and the circumstances of the order.
If the exchange is due to an incorrect, damaged, or defective item caused by us, we will provide you with the applicable instructions regarding shipping.
For other exchange requests, shipping costs may be the responsibility of the customer.
9. Refunds
Auera By MS primarily offers exchanges rather than refunds, unless otherwise stated or required by applicable law.
If a refund is approved in a particular circumstance, the applicable refund method and processing time will be communicated to the customer.
Any applicable delivery, payment processing, or other non-refundable charges may be deducted where permitted.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests cannot always be guaranteed, particularly once an order has been processed, packed, or dispatched.
Once an order has been dispatched, it may no longer be possible to cancel it.
11. Jewellery Care
Artificial jewellery should be handled with care to maintain its appearance and finish.
We recommend keeping your jewellery away from:
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Water and excessive moisture
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Perfumes and body sprays
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Lotions and creams
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Sweat
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Chemicals and cleaning products
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Direct contact with cosmetics
Store your jewellery in a clean, dry place and preferably keep individual pieces separated to prevent scratches, tangling, or damage.
Damage caused by normal wear and tear, improper care, exposure to chemicals, water, perfume, or other external factors may not qualify for an exchange.
12. Important Notice
Slight variations in colour, texture, shine, or appearance may occur due to photography, lighting conditions, and differences between individual screens and devices. Such variations may not necessarily be considered a product defect.
13. Contact Customer Support
If you have any questions regarding an exchange or return, please contact the Auera By MS Customer Support Team through the contact information provided on our website.
When contacting us regarding an order, please keep your order number available so that our team can assist you efficiently.
Auera By MS
Your satisfaction matters to us.
We are committed to providing you with beautiful artificial jewellery and a shopping experience you can trust. Thank you for choosing Auera By MS. ✨
