FAQ

US Return Orders

Aurate provides a 30-day return window starting from the day your item gets delivered. If you decide your gold isn’t for you, we’ll make it as easy as possible, just head on over to returns.auratenewyork.com to receive your free return shipping label. To be eligible for a return, the piece must be unworn and sent back in its original packaging. Aurate accepts returns for in-stock as well as made-to-order items. Refunds take approximately 15-20 business days to be processed by our team and depending on your credit card, it may take 2 - 10 business days for the refund to post to your account after processing.

Preparing your return:

Indicate the reason for your return in the Return Reason column on our returns link. (Required)

• - Include all original documents in the package.
• - Ship your package using our pre-paid return label. (DO NOT include additional Aurate products outside of the items listed in your return receipt.)
• - Aurate cannot provide a refund on orders until they can be processed and inspected by our quality assurance team.
• - We'll credit your original payment method, within 30-45 business days of receiving your return.

**Aurate is not responsible for orders returned outside of our system/with personal labels.**

US Exchange policy: 

Easy, breezy is our policy. You can exchange any eligible gold within 30 days of receiving your order, just head on over to returns.auratenewyork.com

Aurate only provides exchanges for the same item in a different size or color. If you wish to upgrade your item, please process a full return and re-order. Discounts cannot be applied to additional items during exchanges. One exchange per order.

Exclusions

We accept returns for the majority of our products with the exception of the below items.

• - Final Sale items: Any piece listed as final sale (this will be stated on your product page, at check out, and on your order confirmation)
• - Personalized jewelry: All initial jewelry, jewelry containing numbers, monogrammed, and engraved items.
• - Please note, select ring sizes are final sale as we do not normally have them in stock and it is a special order item.

Gift Returns

Sometimes the greatest gift of all is gift cards! Sneak on over to returns.auratenewyork.com and select gift return. If you do not have your original order number, please email us at [email protected] with the original purchaser’s name and we’ll be happy to help you out! The gift-giver will not be notified of this transaction. Gift returns can only be refunded to store credit for the amount paid on the original purchase.

To be eligible for a return, the piece must be unworn and sent back in its original packaging.

We won't tell you when to wear your jewelry (hint: always). But we will tell you how to care for it.

TO CLEAN

Mix a few drops of detergent-free soap with warm water. Soak your jewelry, one piece at a time, and brush lightly to clean each piece. Rinse with care, lightly dry, and continue wearing proudly.

TO CARE

Our gold is strong but sensitive, just like you. We design and test every piece to withstand the normal rigors of everyday wear, but also to be handled with care.

DAMAGE CONTROL

With every piece purchased, you’re also getting a lifetime guarantee. That includes, re-plating + polishing. Simply email [email protected] and we’ll get you and your gold sorted and good as new.

Please allow an extra 1-3 business days for any orders with engraving.