FAQ

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FAQ

How to ensure your vermeil jewelry lasts forever
Your jewelry is designed to withstand the normal rigors of modern life, but keep in mind that they are still made from precious metals and delicate stones, so a bit of TLC wouldn’t go astray.
Your vermeil pieces should ideally not come in contact with excessive sweat or water.
Take off your vermeil before you shower, wash hands, or exercise. Apply cleaning agents, beauty products, water and chemicals before you put on your pieces. Wait five minutes after applying lotions to put on your pieces.


How to clean vermeil jewelry
To clean your vermeil, wipe it down thoroughly with cotton cloth every now and then. Avoid using a brush or coarse fabrics to clean vermeil jewelry as this can potentially scratch the surface.
Although rare, sometimes individual body chemistries can react with the metal and cause a reaction. Pregnancy, thyroid disorders, hormone levels, medications and more can affect body alkalinity versus acidity, and may cause a reaction with your piece. It’s definitely a wild-card and is based on the individual!


How to store your vermeil jewelry

Always store your vermeil in a dry area, like your Aurate travel pouch, to prevent exposure to the elements. Don’t keep it stored for too long though – it was made to be worn!


Help! My vermeil clasp is stuck

Don’t stress – this is common for vermeil styles! Continue pressing down on the clasp, and once it opens for the first time, you’ll be set for life.

How to ensure your 14k gold jewelry lasts forever

Your jewelry is designed to withstand the normal rigors of modern life, but keep in mind that they are still made from precious metals and delicate stones, so a bit of TLC wouldn’t go astray. While our lightweight 14k hollow solid gold can be worn all day, everyday, try to minimize exposure to cleaning agents, beauty products, water and chemicals.


How to clean 14k gold jewelry


Mix a few drops of detergent-free soap with warm water. One piece at a time, soak your jewelry and the use a very soft brush to lightly clean each piece. Rinse with care (and don’t drop it down the drain – learn from our experience)! Finally, lightly dry the jewelry with a lint-free cloth or paper towel.


How to store 14k gold jewelry


Always store your vermeil in a dry area, like your Aurate travel pouch, to prevent exposure to the elements. Don’t keep it stored for too long though – it was made to be worn!

How to ensure your 18k gold jewelry lasts forever


Your jewelry is designed to withstand the normal rigors of modern life, but keep in mind that they are still made from precious metals and delicate stones, so a bit of TLC wouldn’t go astray. While our 18k gold can be worn all day, everyday, try to minimize exposure to cleaning agents, beauty products, water and chemicals. 


How to clean 18k gold jewelry

Mix a few drops of detergent-free soap with warm water. One piece at a time, soak your jewelry and the use a very soft brush to lightly clean each piece. Rinse with care (and don’t drop it down the drain – learn from our experience)! Finally, lightly dry the jewelry with a lint-free cloth or paper towel.


How to store 18k gold jewelry


Always store your vermeil in a dry area, like your Aurate travel pouch, to prevent exposure to the elements. Don’t keep it stored for too long though – it was made to be worn!


Why is my 18k gold so… yellow? And where does it come from?


Don’t fret! 18k will have a deeper yellow hue because it contains a higher percentage of gold in the mixture. It’s also worth noting that we only use recycled gold in our jewelry, which means no new gold is mined and we only use gold that is already cycling in the gold market. Real and sustainable? You’ve hit the jackpot.

Why is my jewelry leaving black marks?

If your solid gold jewelry is leaving black marks, it is most often the result of discoloration caused by a reaction between your skin and the alloys (a mix of metals – what all 14k and 18k gold is composed of), especially when the jewelry touches areas that perspire. Since it’s a natural part of the process, it can’t be avoided and severity may vary from person to person. No worries, you may just need a different gold mixture – we recommend you return it, or try 18k solid gold which has a higher percentage of gold in its mix. Well, aren’t you fancy!

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. Our team will contact you if any further details are needed.
- We'll credit your original payment method within 15-20 business days of receiving your return.

 

**Aurate is not responsible for orders returned outside of our system or 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. Please note that any made-to-order exchange items will be initiated once the return has been received. 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.

All final sale items are marked on their product page to ensure complete transparency. Please read this carefully before making your purchase.

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 care@auratenewyork.com 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.

Lifetime Warranty

Stay golden on us. We stand behind the quality and craftsmanship of our gold and offer a lifetime guarantee on services to our Vermeil, 14k and 18k fine jewelry.

Services covered under our warranty:

  • Jewelry polishing and reshaping
  • Stone tightening
  • Clasp or jump ring repair/replacements

 

Warranty Eligibility and Instructions

All our pieces are handmade and may include slight unique variations in color and size for our natural stones and pearls. Scratches through daily wear are expected as gold is a soft metal. Each slight variation adds character to your piece and is not considered a manufacturing defect.

Our vermeil and 14k and 18k gold warranty does not cover any pieces lost or discarded, improperly used, or damaged resulting from everyday wear and tear.

Products purchased through a third party vendor or altered by a third party will void the warranty. Any items purchased in our Sample Sale section are not covered under our warranty. Gift with purchase or promotional products with purchase are not eligible under our lifetime warranty.

If you experience any issues with your gold, please submit your warranty claim request here. Our process will walk you through providing your email address and photos of the piece to initiate your request. Our team will reach out to you within 24 hours once we have assessed your request.

All orders take 1-2 business days to be processed after being placed. For orders within the US, shipping normally takes 3-5 business days. Shipping times for international orders vary depending on your destination and preferred duties and taxes payment method. As soon as your order ships, you can track it through your shipping confirmation email.

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