Returns & Refunds

If a knit is not right for you, you can send it back. This page explains your right of withdrawal, how to return an item and how refunds work. Your statutory rights as a consumer are not affected.

Your right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If you ordered several items that are delivered separately, the period ends 14 days after you receive the last item.

To exercise the right of withdrawal, you must inform us (JG GLOVER & CO. LIMITED, trading as AURIQELLE, email support@auriqelle.shop, phone +44 7751 554069; postal address on our Legal Information page) of your decision to withdraw from this contract by an unequivocal statement. You can use our online withdrawal function, send an email, or use the model withdrawal form below, but it is not obligatory. If you use the online function, we send you a confirmation of receipt by email without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 days has expired. We email you the return address when you tell us about your withdrawal.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Trying a knit on as you would in a shop is fine; wearing it outdoors, washing it or removing the labels is not.

How to return an item, step by step

1. Tell us. Use the online withdrawal form or email support@auriqelle.shop with your order number and the items you are returning.
2. Get the return address. We reply within one business day with the return address and a return reference. Our registered office on the Legal Information page is not a returns address, so please wait for our email.
3. Pack and send. Fold the knit, keep the labels on, add a note with the return reference and send the parcel within 14 days. We recommend a tracked service and keeping the receipt.
4. Refund. We refund you as described above. Your bank or card provider may need a few more days to show the money in your account.

Faulty or wrong items

If an item is faulty, damaged in transit or not what you ordered, email us within 30 days of delivery with your order number and a photo. We pay the return cost and send a replacement or refund you in full, as you prefer. This is in addition to your statutory rights: in the United Kingdom under the Consumer Rights Act 2015, and in the European Union under the legal guarantee of conformity of at least two years from delivery.

Exchanges

We do not swap items directly. If you need a different size or colour, return the item as described above and place a new order, or ask us and we will help you.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)