Refund policy

Returns / Exchanges

We accept eligible returns within 30 days of receiving your order. Please contact us within this period to start a return or exchange. The Final Sale conditions below apply to items sold as Final Sale.

Returns are not free. Return shipping costs are the responsibility of the customer, except where applicable consumer law requires otherwise. All authorised returns must be sent to our central warehouse in Asia, at the exact address provided by our customer care team.

Return Conditions

Return the jewellery with all original parts, accessories and its original packaging, including the protective pouch where supplied.
You may inspect the jewellery to assess its appearance and fit. Only signs of normal handling are acceptable; damage caused by improper or careless handling is not eligible for a change-of-mind refund.
For hygiene, jewellery must be clean before it is returned. Clean it carefully without harsh products or any treatment that could damage the piece.
If an item arrives damaged, defective or incorrect, report the problem as soon as possible with your order number and photographs. This does not limit your statutory rights or our lifetime warranty.
Wait for the return instructions and correct address before sending your parcel. Do not use the sender’s address on the original package.

How to Return an Order

Email info@audreytoronto.com with the subject Order Return Request and include:

Your order number.
Your full name and delivery address.
The jewellery you wish to return and the reason.
Photographs if the item is damaged, defective or incorrect.

We will reply with the return instructions and exact address of our central warehouse in Asia. Include a copy of your order confirmation inside the package. Use a tracked shipping service and send us the tracking number or shipping receipt. Keep this proof until your return has been resolved.

You are responsible for paying the return postage. Please consider the cost of tracked international shipping before sending the parcel.

Inspection and Refunds

After we receive your return, we will inspect and process it within 7 business days. We will notify you whether it has been approved. If approved, the refund will be issued no later than 14 days after approval and receipt of the returned items, using the original payment method unless otherwise agreed.

The refund covers the amount paid for the eligible returned product, taking any discounts into account. Return postage and additional charges for a delivery method more expensive than our standard option are not refunded, except where required by law. Your bank or payment provider may require additional time to display the refund.

Items damaged through improper or careless handling may be refused for a change-of-mind refund. This does not exclude remedies for goods that were faulty, damaged on arrival or not as described.

Final Sale and Exchanges

Items purchased as Final Sale are non-refundable for a change of mind, but can be exchanged for another available item. This condition does not affect statutory rights for faulty or misdescribed goods or our lifetime warranty.

For exchanges, contact info@audreytoronto.com within 30 days of delivery. We will confirm availability and instructions before you send anything back. The same return condition and customer-paid return shipping requirements apply, unless applicable law provides otherwise.

Cancellations and Orders in Transit

Our order processing is automated. If you want to cancel or correct your address, email info@audreytoronto.com immediately, preferably within 2 hours of ordering. We can only make a change if processing has not progressed too far. We cannot stop a parcel once it has shipped.

If your order is already in transit from Asia, you may tell us in advance that you wish to return it, then follow the return process after delivery. A change-of-mind refund is issued after the goods have been received and inspected. This does not remove any rights you may have if an order is not delivered.

Right of Withdrawal

Where an applicable law grants a 14-day right of withdrawal, that right remains available in addition to this policy. The relevant period generally runs from receipt of the goods, or the final item in an order, by you or a person you nominate other than the carrier.

To notify us, send a clear statement of your decision to info@audreytoronto.com. Follow the return instructions we provide. Any mandatory legal rules concerning withdrawal, return costs or refund deadlines take precedence. Our 30-day return period for eligible items is not shortened to 14 days.

Lifetime Warranty

Our lifetime warranty remains separate from change-of-mind returns. If your jewellery develops a defect during wear, contact us for help with a free replacement under our Lifetime Warranty.