The guarantee
Every piece sold by Ethos Aurum Maison is new, unworn and genuine, bought from the house or from an authorised channel and delivered in its original packaging. If a piece is ever found not to be genuine, we will refund you in full — including all delivery costs, both ways — with no time limit whatsoever on that undertaking.
Returns
What we accept
You may return a piece within fourteen (14) days of delivery, for any reason at all, provided it is unworn, unused and returned with its packaging, tags and any dust bag intact.
Return delivery is at your cost for a change of mind. It is at ours where:
- the piece is not genuine; or
- the piece arrived faulty or damaged in transit; or
- the wrong piece, size or colour was sent.
What we do not accept
A piece that has been worn, altered, resized, engraved or personalised cannot come back, and neither can earrings or fragrance once the seal is broken — that is a hygiene rule, not a preference. Anything returned without its packaging and tags will be refused.
Pre-Order deposits behave differently and are covered in their own section below.
We therefore encourage you to ask for additional photographs, measurements, or a video of any piece before purchasing, and to view by appointment at the salon where practical. We will not rush a decision.
Condition of return
A returned piece must come back in the condition it was sent, with its file, any original packaging, tags and accompanying items. Where a return is accepted under the grounds above, we pay return carriage and arrange the insured collection ourselves — please do not send a piece back unaccompanied. Contact us first and we will book it.
Cancellation
An order may be cancelled at no cost at any time before dispatch. Contact us and we will cancel and refund in full.
For a piece being sourced to order, you may cancel at any point before you accept the specific piece and price we quote you. Nothing is charged during sourcing, so there is nothing to refund. Once you have accepted a quoted piece and paid, the seven-day terms above apply from delivery.
Where a piece is reserved at checkout, that reservation is held for fifteen minutes. If payment is not completed the reservation simply lapses, the piece returns to the floor, and you are not charged.
Refunds
Approved refunds are made to the original payment method, in the currency charged. We do not refund to a different card, account or person.
| Stage | Timing |
|---|---|
| We inspect the returned piece | Within 2 working days of receipt |
| We approve and issue the refund | Within 2 working days of inspection |
| Funds reach your bank or card | 5–10 working days, set by your bank |
Cancellations before dispatch are refunded within two working days, with no inspection stage. The final leg is controlled by your bank or card issuer rather than by us, and we cannot shorten it — but we will send you the refund confirmation the moment it is issued so you have a reference to chase with.
If a refund is declined
If we inspect a returned piece and do not agree that it meets the grounds above, we will tell you why in writing, with photographs of what we found, and return the piece to you at our cost. You are not left without the piece and without the money.
How to start a return or cancellation
Contact the maison with your order reference — it appears on your order confirmation and on your tracking link. See Contact for our address, telephone number and WhatsApp. We answer every day.
Last updated 21 August 2026 · See also Shipping & Delivery