Find clear answers about ordering from Averuna Jewellery, including delivery, tracking, returns, product materials and jewellery care. For anything not covered here, our customer support team will be happy to help.
How long will my order take to arrive?
Orders are normally processed and dispatched within 1–2 business days after payment is received. UK delivery is estimated at 5–8 business days from the date of payment, while international delivery is estimated at 7–14 business days. Personalised or made-to-order pieces may require additional preparation time.
Delivery estimates can be affected by public holidays, courier disruption, customs checks and circumstances outside our control.
Do you offer free delivery?
Yes. Averuna offers free worldwide shipping on all orders, with tracking included.
How can I track my order?
Once your order has been dispatched, the tracking number will be sent to the email address used at checkout and added to your customer account where available. Please allow 24–48 hours after dispatch for the first tracking update to appear.
Can I change my delivery address after ordering?
Please email support@averunajewellery.com immediately with your order number and the correct address. We will do our best to help, but an address change cannot be guaranteed after processing has begun or the parcel has been dispatched.
What should I do if my parcel is delayed or missing?
If your order has not arrived within the expected delivery period, contact us with your order number. We may need to review the tracking information or contact the delivery provider before confirming the appropriate next step.
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes or other charges imposed by the destination country. These charges are the customer's responsibility unless the checkout clearly states otherwise.
Can I return an item if I change my mind?
You may contact us within 14 days of receiving your order to request a return. Once the return is approved, you have a further 14 days to send it back.
The item must be unused, unworn and in its original condition, with its original packaging, tags, pouch, box or protective packaging where supplied. It must be free from marks, damage, perfume, makeup, lotions and signs of wear. For change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked service and retaining proof of postage.
Can earrings be returned?
For hygiene reasons, earrings cannot be returned once their hygiene seal, protective packaging or sealed packaging has been opened or removed. This restriction does not apply when earrings arrive faulty, damaged or incorrect.
What happens if my item arrives faulty, damaged or incorrect?
Please contact us as soon as possible. Include your order number, a clear description of the issue and photographs of the item, packaging and any visible damage or fault. Please do not send the item back before receiving return instructions from us.
After reviewing the issue, we will offer an appropriate resolution, which may include a replacement, repair, refund or another suitable solution depending on the circumstances.
Do you offer exchanges?
We do not currently offer direct exchanges. You can request a return for the original item and place a separate order for the item you prefer once the return has been approved.
Can I cancel my order?
Contact us as soon as possible if you need to cancel. We will try to help, but cancellation cannot be guaranteed after an order has entered processing, production or dispatch.
Can personalised or made-to-order jewellery be returned?
Personalised or custom-made items cannot usually be returned or cancelled once production has started, unless they arrive faulty, damaged, incorrect or not as described. Please check all names, dates, initials, images and other personalisation details carefully before ordering.
What materials are used in Averuna jewellery?
Materials differ between designs, so please check the individual product description before ordering. Where a listing describes a piece as nickel-free, this refers to the product information provided for that particular design and should not be treated as a guarantee that no individual will experience sensitivity.
Is Averuna jewellery suitable for sensitive skin?
Skin sensitivities vary from person to person, and no jewellery can be guaranteed to suit everyone. Check the material information on the product page and contact us before ordering when you are unsure about a particular material. Stop wearing an item if irritation occurs and seek appropriate medical advice when needed.
How should I care for my jewellery?
Keep jewellery dry and remove it before showering, swimming, exercising or sleeping. Avoid direct contact with perfume, hairspray, lotions and household chemicals. Wipe each piece gently after wear and store it separately in a dry pouch or box to reduce scratching and exposure to moisture.
How long do refunds take?
Once a returned item has been received and inspected, we will confirm whether the refund is approved. Approved refunds are usually processed to the original payment method within 14 days of receiving the return, or receiving acceptable proof that it was sent back where applicable. Your bank or payment provider may need additional time to display the funds.
How can I contact Averuna?
Email support@averunajewellery.com. When asking about an order, include your order number so we can assist you more quickly. We normally reply within 1–2 working days, Monday to Friday excluding public holidays.
For complete terms, please read our Shipping Policy and Refund Policy. Nothing on this page affects your statutory rights.