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, unused 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.
  • Right to Refuse Refund: Alula Collections reserves the right to refuse a refund if the item shows signs of being worn, altered, or damaged after delivery.
  • Water Damage: We are not responsible for any damage caused by exposure to water, including swimming, showering, or other water-related activities. 
  • 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!