Frequently Asked Questions – F.A.Q.

 



Problem signing into my account. How do I reset my password?
You can reset your password by using the Forgotten Password link on the login page. If you experience any further login problems however, please contact our customer services team using the form on our Contact us. Back to top

How do I change my email address or update my account details?
You can change your email and or update your details by logging into your account first.  Once logged in, simply click on MY DETAILS to change your email and password, and click on ADDRESSES to amend your shipping and delivery addresses. Please note that for security reasons your billing and shipping addresses must match those held in your PayPal account. Back to top

Can I shop without creating an account?
Yes you can, simply select PayPal Express during checkout. Creating an account however is simple and has many advantages; you can create a wish list, view your order history, track your order progress, etc.  As all our payments are processed by PayPal, the global leading payment gateway, we do not ask for, process, or retain your payment details on our servers. Back to top

What is your return policy?
You can shop with peace of mind knowing you can return an item if you are not satisfied with your purchase. Such items should be returned within 14 days of receipt for an exchange or refund excluding the original cost of delivery. Please be aware that returned items must be in unused and perfect condition, and with the original packaging undamaged.  Please view our full returns policy on the terms and conditions page. Back to top

How do I return an item?

If you wish to return any items to us, you can log into your account to create a returns reference. Alternatively please contact us by emailing customerservices@aurabyjm.com. All items, must be returned to us in an un-used, releasable condition in both their product and outer packaging. Please view our full returns policy on the terms and conditions page. Back to top

How long do refunds take?
Refunds will be processed within 3 working days of receipt of the item. You will be notified by email when this has been processed. Depending on the payment method you used and the terms set by your bank, this will normally show in your account within 5–7 working days. Back to top

What payment methods do you accept?
All our payments are processed by PayPal or Stripe, meaning you can shop using all the major credit and debit cards; like Visa, MasterCard, American Express, etc.  Click HERE to learn more about PayPal and HERE for more information on Stripe.  If you wish to pay by BACS please contact us by emailing sales@aurabyjm.com. Back to top