Refund policy
Refund Policy
At Alula Collections, we want you to love your purchase. If you're not completely satisfied with your item, we're happy to offer a refund or exchange under the following conditions:
Refunds: You have 30 days from the date of delivery to request a refund. Items must be returned in their original, unworn condition with all packaging intact.
Earrings: Due to hygiene reasons, we are unable to offer refunds or exchanges on earrings.
Return Process: To initiate a return, please contact us at info@alulacollections.com. We will provide you with instructions on how to return your item.
Proof of Shipping: When returning an item, you must provide evidence of shipping, including tracking information. We are unable to process a refund until the item has been returned and is back in the ownership of Alula Collections.
Faulty or Damaged Items: If your item is faulty or damaged upon receipt, please contact us immediately. You must provide clear photographic evidence of the damage or fault. We will be happy to offer a full refund or exchange. All claims for damaged items must be made within 7 days of receiving your order.
Natural Materials & Wear: Many of our pieces are handcrafted using natural gemstones, shells, pearls, beads and other natural materials. Variations in colour, texture, shape and finish are a natural characteristic of these materials and are not considered faults.
Over time, natural materials and dyed beads may show signs of wear through regular use, including fading, colour transfer, colour variation, surface marks or changes caused by exposure to moisture, skincare products, cosmetics, perfumes, Natural body oils, chemicals, sunlight, saltwater or general day to day wear. Such changes are considered normal wear and tear and do not constitute a manufacturing fault.
Alula Collections is not responsible for wear and tear occurring after delivery, including but not limited to fading, tarnishing, scratching, stretching, breakage caused by accidental damage, or changes in the appearance of natural stones, pearls, shells or beads.
We are always happy to give a loved piece a re-fresh so please do email us at info@alulacollections.com to enquire about this service
Water Damage: We are not responsible for any damage caused by exposure to water, including swimming, showering, exercising, or other water-related activities.
Right to Refuse Refund: Alula Collections reserves the right to refuse a refund if the item shows signs of being worn, altered, damaged, or affected by normal wear and tear after delivery.
Please note: Pre-order items made to a custom size or specification are bespoke and cannot be cancelled or returned unless faulty
Shipping Fees: Please note that the cost of return shipping is the responsibility of the customer, unless the item is faulty or incorrectly shipped.
In accordance with consumer protection laws, if you are a customer based in the UK/EU, you have the right to a full refund within 14 days of receiving your order if the product is returned in a resalable condition.
No Rudeness Policy
We believe in treating everyone with kindness and respect. Kindness is what makes the world go round, and we expect this to be reflected in all interactions with our team. We understand that at times, situations may be frustrating; however, being unkind or rude will not be tolerated. If you are unkind or rude to any member of our team, we will be very unhappy and may refuse to continue serving you. We strive to provide the best customer service possible but please do remember we are all human, not robots and expect the same level of respect in return.
If you have any questions or concerns, feel free to get in touch. We're here to help!