Customer care
Return Policy
Every Auriclare piece is carefully prepared and packaged. If your piece is damaged in transit, we will help you arrange a replacement. This policy explains how to contact us and how approved refunds are handled.
Return and exchange conditions
Each crystal is natural and individually worked, so colour, inclusions and shape may vary. Our voluntary return and exchange service covers damage caused during shipping. We do not offer voluntary change-of-mind returns or exchanges.
This voluntary policy does not restrict any mandatory consumer rights, including cancellation, faulty-goods remedies or refunds under applicable law. The 3-day transit-damage reporting window does not limit those rights. Please contact us if your item is faulty, incorrect or covered by a statutory return right.
Report damage within 3 days
Email us within 3 days of receiving the damaged piece. Include your order number, a description of the damage and clear photographs or a short video. Keep the piece and its packaging until we have confirmed the next steps.
A replacement at no cost
We reply within 1 business day. Once the transit damage is confirmed, we will arrange a free replacement and provide any return instructions. Please contact us before sending anything back; our registered company address is not a return address.
Approved refunds
If a replacement cannot be arranged, we will offer a refund for the affected item. Refunds required by applicable law are also handled through customer care. We will confirm the approved amount and any required return instructions by email.
After approval and any required return inspection, refunds are issued to the original payment method. Please allow an estimated 5–10 business days for the funds to appear; timing depends on the payment provider and your bank. Any applicable statutory refund deadline takes precedence.
We are here to help.
auriclarecrystal@gmail.com · Reply within 1 business day.