FAQs
Product Information
What materials are your jewelry pieces made of?
Our jewelry pieces are crafted using high-quality materials. We use materials like 18k pure gold, gold vermeil and a variety of natural gemstones. Each piece is meticulously designed to ensure durability and lasting beauty.
What type of pearl do you use in your product?
At Aurae, we pride ourselves on the authenticity and beauty of our pearls. We believe in the timeless allure of natural cultured pearls and strive to provide our customers with the highest quality jewelry.
Are your pearls and gemstones ethically sourced?
We are committed to ethical sourcing practices and prioritize working with suppliers who adhere to fair labor and environmental standards. Our pearls and gemstones are sourced responsibly from reputable suppliers who share our commitment to sustainability and ethical sourcing.
Can I request additional information or images of a specific item?
Absolutely! If you require additional information or images of a specific item, please don't hesitate to contact us at contact@aurae.ca. We're happy to provide you with detailed descriptions, measurements, and photos to help you make an informed decision about your purchase.
How do I care for and clean my jewelry?
To ensure the longevity of your jewelry, we recommend gently cleaning it with a soft cloth. Avoid exposing your jewelry to harsh chemicals, perfumes, or lotions, as these may damage the materials. Store your jewelry in a clean, dry place when not in use, and consider using a jewelry polishing cloth to maintain its shine.
Do you offer customization or personalization options?
Definitely! We offer customization and personalization options for select jewelry pieces. Whether you are looking for a unique design, or if you want a special touch on your piece, please contact us at contact@aurae.ca with your preferences and requirements, and we will try our best to help create your one-of-a-kind treasure.
Ordering & Shipping
Do you offer international shipping?
Yes, we offer international shipping to many countries worldwide.
Please note that additional shipping fees and longer delivery times may apply for international orders.
How long does it take for my order to ship?
All orders will typically be ship within 1-3 business days from the date of purchase (exceptions may apply). Once your order has been processed and shipped, you will receive a confirmation email with tracking information.
What shipping methods do you offer?
We offer a variety of shipping options to accommodate your needs. For orders to major cities, we predominately use Chitchat for standard shipping deliveries. If you would like to receive your order faster, and wish to choose express shipping, please contact us at contact@aurae.ca for special request.
For more information on shipping price for different countries, please refer to our Shipping Policy page.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status of your package and estimated delivery date through our carrier's website.
What should I do if my package is lost or damaged during transit?
In the rare event that your package is lost or damaged during transit, please contact us at contact@aurae.ca immediately for assistance. We will work with the shipping carrier to resolve the issue and ensure that you receive a replacement or refund as quickly as possible.
For more information on damaged or lost shipments, please refer to our Returns Policy page.
Are there any additional costs that will be due upon receipt of my order?
We understand that unexpected fees can be frustrating. That's why we want to make sure you are aware that customs duties may be due upon delivery of your luxury jewelry piece. To get a better idea of what to expect, we recommend checking with your country's customs agency for the most accurate information on duties and taxes.
Returns & Exchanges
What is your return policy?
Our return policy allows you to return unworn and undamaged items within 14 days of receiving your order for a full refund. Please note that certain items may not be eligible for return.
For more details, please refer to our Return Policy page.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact us at contact@aurae.ca with your order number and reason for return. We will provide you with further instructions on how to proceed, including the return shipping address and any necessary forms to include with your package.
Are there any items that cannot be returned?
While most items are eligible for return or exchange, there are some exceptions. Personalized or customized items, as well as earrings (for hygiene reasons), may not be eligible for return. Please refer to our Return Policy page for a comprehensive list of non-returnable items.
Will I be refunded for return shipping costs?
Return shipping costs are non-refundable unless the return is due to an error on our part or if the item received is defective or damaged. In such cases, we will provide a prepaid return label for your convenience. Please note that return shipping costs for other reasons are the responsibility of the customer.
How long does it take to process a return or exchange?
Once we receive your returned item, please allow 3-5 business days for our team to inspect the item and process your refund or exchange. Refunds will be issued to the original method of payment used for the purchase.