Bead Aura Online takes pride in our reputation for quality and service. However, if for any reason you are dissatisfied with your purchase, we will be happy to help you with a prompt exchange or refund.
If there has been a mix-up with your order, please notify us straight away. We try really hard to dispatch everything accurately, but occasionally a mistake is made. In this case, every effort is made to rectify the situation as quickly as possible.
Returns and Refunds
Please check your order carefully when it arrives to ensure everything is correct. If there are any problems or you are simply unhappy with your order, please email us at [email protected] or call us on +44 (0) 744 075 7208 during our opening times.
Unfortunately, we cannot be held responsible for negligence or improper handling on the part of Royal Mail, Parcelforce or other delivery or handling agencies. In general, if serious damage has occurred in transit, compensation can be claimed against the handler.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and in resalable condition.
Please be aware that replacements or refunds over and above our statutory obligations are at our own discretion. We reserve the right to charge a handling fee on discretionary returns.
Several types of goods are exempt from being returned, exchanged or refunded. This includes:
- Gift cards
- Downloadable software products
- Certain products such as Earring Hooks and Studs on the grounds of health and safety
- Any merchandise marked 'Clearance' or 'Sale'
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Items purchased in person at Bead Fairs or other events cannot be returned to the Online Store
- Any item from orders more than 14 days after delivery
To complete your return, we require a receipt or Proof of Purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Replacements and Exchanges
Exchanged goods will be considered a new order and postal charges will be made as such.
We only replace items if they are defective or damaged. If the item is clearly labelled at the time of purchase as incorrect or faulty, then any replacements or exchanges will be considered a new order and postal charges will be made as such. If you need to exchange it for the same item, send us an email first at [email protected] and unless informed otherwise, send your item to: Bead Aura Trading Ltd 114 Colindale Avenue, London, NW9 5GX.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping a Return Item
To return your product, you need to first contact Bead Aura Trading Ltd at [email protected] or calling us on 0744 075 7208. Unless told otherwise, you should mail your product to: Bead Aura Trading Ltd, Neal's Yard London, WC2H 9DP.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If we provide the cost of return shipping, this will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service such as Special Next Day Delivery or purchasing shipping insurance as well as obtaining a Proof of Postage from your courier service. We don’t guarantee that we will receive your returned item.
Returns can only be accepted on items received by us so we recommend that you obtain a Proof of Posting which is free from the Post Office. When we get the goods back in good condition, we will let you know.
Please package any returns carefully in a padded bag or box.
Clearance and Sale items
Only regular priced items may be refunded, unfortunately sale and clearance items cannot be refunded or exchanged.
Cancellations and Changes to Order
If your order has been confirmed but not yet sent and you would like to change or cancel your order, you can do so by emailing us at [email protected] or calling us on +44 (0) 744 075 7208 during our opening times.