SOLID GOLD SHIMMER CHAIN

The majority of our products are lovingly made bespoke to order in our London atelier. We do not carry stock of personalised pieces. Please allow 4 weeks for production unless otherwise stated on product descriptions.

As a general guideline, diamond products require 4–8 weeks for production. If you need your order by a specific date, please email info@aurumandgrey.com to check if we can accommodate your deadline. Please note, an additional surcharge may apply for expedited orders.

London Click and Collect: available at checkout.

Same Day Production: Available on selected styles. Order by 11:00 AM (Mon–Fri) for Next Day Delivery within the UK. International delivery times may vary.

Note: Orders placed after 11:00 AM on Fridays or during Bank Holidays will be dispatched on the next working day.

Express In Stock Styles:

We do offer a collection of In stock items which can be dispatched the same day if ordered before 9AM GMT. You can find the collection for these specific items here.

GENERAL

Please place the the order and send on the order number with an express shipping request to info@aurumandgrey.com.

Once your item is complete, we will dispatch and update you with your tracking information.

We ship worldwide and offer the following options:

SHIPPING TIME & DESTINATION

CARRIER

SHIPPING FEE

UK: 1-2 Working Days

(once your order has been produced)

ROYAL MAIL

FREE for orders over of £160 or more

UK: 1-2 Working Days

(once your order has been produced)

ROYAL MAIL

£5 for orders under £160

EU: 2-3 Working Days

(once your order has been produced)

DHL / DPD

£8

USA: 1-3 Working Days

(once your order has been produced)

DHL / DPD

£12

REST OF WORLD:

2-5 Working Days

(once your order has been produced)

DHL / DPD

£15

For any enquiries, please get in touch: info@aurumandgrey.com

DUTIES AND TAXES

Any applicable Duties and Taxes on deliveries must be settled by the recipient. These estimates are calculated at checkout. Please check with your local customs and duties office for more information on these charges.

EU DELIVERY

Our EU deliveries are now subject to additional duties and taxes which are calculated at checkout and payable by the customer.

USA DELIVERY

As of August 2025, all orders shipped from the UK to the United States may be subject to import duties, taxes, and handling fees, regardless of the order value.

The previous $800 de minimis exemption (which allowed low-value orders to enter the U.S. duty-free) has now been removed for UK goods. This means that even small orders may incur:

A 10% U.S. import tariff based on the item value

A customs handling fee

Possible state-level sales taxes

We are a UK-based brand and all of our jewellery is handmade in London. While some materials may be sourced from outside the UK, our pieces are assembled and finished here. We provide accurate customs declarations, but please note that U.S. Customs determines the final charges.

US shopping is £15 (roughly USD $18)

Important Information:

AURUM + GREY is not responsible for any import duties, taxes, or fees incurred upon delivery.

We recommend checking with your local U.S. customs office if you're unsure about potential charges.

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Christmas Returns Policy: At AURUM + GREY, we take pride in creating bespoke, made-to-order pieces. Please review the details of our Christmas returns policy below.

Bespoke and Custom Orders: As each piece is made to order, please note that bespoke items, including multi-letter styles, engraved pieces and 18ct gold designs (where specified), are non-refundable and non-exchangeable, except in cases where a fault has been confirmed.

Extended Christmas Returns: To make gifting easier during the festive season, we offer an extended returns period.Orders placed and delivered between November 20, 2025, and December 20, 2025, are eligible for return or exchange notifications until January 5, 2026. Once a return has been approved, you will have 14 days to return the item.

If your order included a complimentary gift, it must be returned along with your purchased item to qualify for a refund or exchange.

Standard Returns Policy: Orders placed and delivered after December 21st, 2025 follow our standard returns policy. You must notify us of your intent to return within 7 days of delivery, and the item must be returned within 14 days of delivery.

Complimentary Gifts: If your order included a complimentary gift, it must be returned along with your purchased item to qualify for a refund or exchange.

Hygiene Policy: For hygiene reasons, earrings cannot be returned or exchanged under any circumstances.

Processing your return: If your item is eligible for return, please email us at info@aurumandgrey.com within 7 days of delivery. You then have 14 days to return the item. Once we receive your request, we’ll provide full return instructions. You’ll be notified by email once your return has been received and logged. Please allow up to 5 working days for processing, or up to 10 during peak periods.

RETURNS AND EXCHANGES: Due to the nature of our products being bespoke, not all items are eligible for refund or exchange. All bespoke orders (This includes all multi letter styles), where marked, are not eligible for return unless confirmed as faulty. If your item is eligible for return, you have 7 days to inform us and 14 days to make the return upon delivery. Upon return request, we will give you full details of how to make the return. For hygiene purposes, earrings cannot be returned for refund or exchange.

Please keep in mind that returns are your responsibility until they reach us, so please keep proof of postage. This does not affect your statutory rights. Payment will be taken at the time of or shortly after you submit your order and in advance of shipping. For any further questions, please contact info@aurumandgrey.com, and we will be happy to assist.

FAULTY GOODS: Goods are faulty if they are received damaged or where a manufacturing fault occurs. Items that are damaged because of normal wear and tear are not considered to be faulty. If returning a faulty item, it is your responsibility until it reaches us, so we recommend using a secure 'signed for' service for your return. Please contact us via info@aurumandgrey.com for your return details.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.

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