FAQ

Welcome to the AUREATE FAQ page. We're here to answer your questions and ensure you have the best shopping experience. If you need additional help, please don't hesitate to contact us.

Orders & Shipping

How long will it take to receive my order?

Here are our estimated delivery times within the United States:

  • Handling time: 1–3 business days
  • Transit time: 4–7 business days
  • Estimated total delivery time: 5–10 business days

For personalised or custom-made items, please allow additional production time before dispatch. For more details, please see our Shipping Policy.

Do you offer free shipping?

Yes, we offer free shipping on all orders over $60 within the United States.

Do you ship internationally?

We currently ship within the United States. Please contact us for any international shipping inquiries.

How can I track my order?

Once your order is shipped, you'll receive a tracking link by email. You can also check your tracking status anytime from our Order Tracking Portal.

Can I cancel my order?

Yes, we offer a 24-hour cancellation window from the time of purchase. Please note that personalised or custom-made items cannot be cancelled once production has begun. To cancel, contact us immediately at help@aureatejewellery.co.

Personalised Jewellery

How do I personalise my jewellery?

Simply select your item, enter your personalisation details (name, initials, date, or custom text) in the field provided on the product page, and add it to your bag. Your piece will be crafted specifically for you.

How many characters can I engrave?

The maximum number of characters varies by product and is clearly indicated on each product page. If you have a specific request, feel free to contact us before placing your order.

Can I preview my personalisation before it's made?

At this time, we do not offer digital previews. However, our team carefully reviews every personalisation request before production to ensure accuracy. If we notice any potential issues, we will contact you before proceeding.

What if I made a mistake in my personalisation?

Please contact us immediately at help@aureatejewellery.co after placing your order. If production has not yet begun, we will do our best to make the correction. Once production has started, we are unable to make changes.

Are personalised items returnable?

Personalised or custom-made items are made specifically for you and cannot be returned or exchanged unless they arrive faulty, damaged, or incorrect. Please double-check your personalisation details before confirming your order.

Products & Materials

What materials are your jewellery pieces made from?

Our jewellery is crafted from high-quality materials including:

  • 18K Gold Plated — premium stainless steel or sterling silver base, coated with 18K gold
  • 18K Gold over Sterling Silver — 925 sterling silver bonded with 3–5 microns of 18K gold
  • Sterling Silver (S925) — 92.5% pure silver, rhodium-finished for extra shine
  • Stainless Steel — hypoallergenic, rust- and tarnish-resistant

Full material details are listed on each product page.

Is your jewellery hypoallergenic?

Yes. All of our pieces are made from hypoallergenic materials, making them suitable for sensitive skin. We do not use nickel in our base metals.

Will my gold jewellery tarnish?

Our gold-plated pieces are designed for everyday wear and are more resistant to tarnishing than standard plated jewellery. To extend the life of your piece, avoid contact with water, perfume, lotions, and harsh chemicals. See our Product Care guide for full instructions.

How should I care for my jewellery?

To keep your AUREATE pieces looking their best:

  • Remove jewellery before showering, swimming, or exercising
  • Apply perfume and lotions before putting your jewellery on
  • Store each piece separately in the gift box or pouch provided
  • Avoid prolonged exposure to chlorine, saltwater, or cleaning products

Do your pieces come gift-boxed?

Yes — every AUREATE order is delivered in our signature gift box, making it perfect for gifting straight out of the box.

Returns & Refunds

What is your return policy?

You can return eligible unused items within 30 days of receiving your order. Personalised items are non-returnable unless they arrive faulty or incorrect. See our Return & Refund Policy for complete details.

What if I receive a defective or incorrect item?

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at help@aureatejewellery.co with a photo of the item. We will arrange a free replacement or full refund, including all return shipping costs.

When will I receive my refund?

Refunds are processed within 7 business days after we receive and inspect your returned item. The time it takes for funds to appear depends on your bank or payment provider.

What is the process for exchanging a product?

For non-personalised items, simply submit your request through our Returns & Exchanges Portal. Personalised items are not eligible for exchange unless they arrive faulty or incorrect.

Payment & Security

What payment methods do you accept?

We currently accept:

  • Shop Pay
  • Apple Pay
  • Visa
  • Mastercard
  • American Express
  • PayPal

Is it safe to shop on AUREATE?

Absolutely. Our website is secured with SSL encryption (HTTPS) and all payments are processed through trusted, PCI-compliant payment providers. We never store your card details.

About AUREATE

Where is AUREATE located?

AUREATE is a US-based personalised jewellery brand, operated by LUNE ROSE LLC, located in Sheridan, Wyoming.

Do you have a physical store?

No, AUREATE is an online-only jewellery brand. This allows us to offer competitive prices and serve customers across the US efficiently.

Do you offer product warranties?

We stand behind the quality of every piece. If you receive a defective product, you're covered under our 30-day return policy. For any quality concerns after this period, please reach out to our team — we're always happy to help.

Can I place a bulk or B2B order?

Yes, we accept bulk and B2B orders. Please contact our team at help@aureatejewellery.co for more information.

How can I contact customer support?

You can reach our team via our Contact Us page or by emailing help@aureatejewellery.co.

Contact Information