The following return and refund policies only applies to online orders for non-customised items that has not been visually inspected by customers.
We have a 14-days return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at marketing@autium.sg. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping costs for the return must be borne by the customer.
You can always contact us for any return question at marketing@autium.sg.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. If the products are damaged during shipping, please email us as soon as possible at marketing@autium.sg with your order number and clear photos of the item’s condition. We will send them to the shipping provider. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Exceptions / non-returnable items
Certain types of items cannot be returned, like customised jewellery (such as special orders, personalized items with letters, initials, or engravings, or rush orders). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items, discounted items, or items sold on special offers/events.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchange can be accepted within 14 days after receiving your item. If the item for exchange is of a higher value, top-up values must be borne by the customer. If the item is of lower value, Autium will not return the difference. The original invoice will be used as a transaction of this exchange. Only one exchange per invoice issued. If the item is not in its original condition, the customer is to pay for any additional costs in the item's repair, replacement, and refurbishment before an exchange is allowed.
Size Exchanges
Free +/- two sizes one-time custom ring resize applicable in Singapore only. There will be no size exchange or size returns allowed for international orders. Customer is advised to use our size guides before purchase. Customer may choose to write their preferred size on the order notes box provided on the cart. Autium wishes to customise the right jewellery that fit your size nicely. Hence custom size enquiry is provided after the transaction. Our designer will contact you as soon as possible to confirm the final size.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Customer must first allow the company to review and analyse the possibility to fix the product physically, and decide the best solution. We may also reserve the piece at the factory for 3 days. Our craftsman makes the final decision on the feasibility of these services. All liabilities will be exempted from the company. If approved, you’ll be automatically refunded based on the original invoice less bank administration and finance charges which ranges from 4-5%. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If a refund is made in its entirety, then the sale of the goods is considered to be non-existent. The customer shall not use this opportunity for comments on our services or products in any platforms or it shall be deemed as defamatory remarks.
