FAQ

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FAQ

We want you to be over the moon in love with your Aurate purchase (that’s why we started this company!). If you are not, for whatever reason, Aurate provides a 7 day one-time-only exchange-for-credit window on engagement rings, starting from the day your item gets delivered. If you decide your diamond isn’t for you, we’ll make it as easy as possible, just shoot us a note at concierge@auratenewyork.com to receive your free return shipping label. To be eligible for a return, the piece must be in its original condition and sent back in its original packaging. Once we process your return, you’re free to use your store credit on any other engagement piece that catches your eye. 

 

Unfortunately, we do not accept returns or exchanges on international orders.

- 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 credit 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.

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

 

Exclusions: Sorry, no engraved jewelry can be exchanged at this time.

No need to fear! We offer one complimentary sizing for your engagement ring purchase up to one full size up or down. Email us at concierge@auratenewyork.com and we will send you a pre-paid shipping label. Make sure you double check your size before finalizing, we only offer one free re-size. 

At Aurate, we are confident that the process can be as fun and unique as you. Our in-house Diamond Whisperer is here to walk you through everything and custom design the piece of your dreams. Consult our diamond whisperer for free with bespoke purchases over $10,000 by emailing bespoke@auratenewyork.com to schedule an appointment.

Our virtual consultation is free, but is currently only available for Aurators making bespoke purchases over $10,000.

If you’d like to try before you buy, we can send you a free ring sizer - just email us at concierge@auratenewyork.com. Or you can check out samples at our retail store locations here to see how your diamond would look and fit. Either way, we will make the ring for you from scratch and to your exact specifications! 

We ethically source, sustainably make, and only use real platinum, solid 18-karat, and 14-karat gold in our engagement jewelry. Measured in 24ths, 18-karats denotes 18/24 parts of gold while 14-karats denotes 14/24 parts of pure gold. Platinum is 95/100 parts pure. The remaining percentage is an alloy added to enhance durability of naturally soft metals allowing us to guarantee our products for life.

All of our white diamonds for engagement are graded VS1 (‘eye-clean’) or above for clarity, and Near Colorless at G-H. Each product page contains detailed information about its specific cut, stone shape, and total carat weight. We pre-select only the best and brightest for our customers. You can read more about our quality and commitment to the highest standards here

You bet they are. From Day 1, we were completely committed to only using diamonds (and, for that matter, any raw materials) from sources that are certifiably conflict-free throughout the supply chain. We’re also going far beyond that to insist that our suppliers practice the highest levels of social, environmental and human rights responsibility. If you’re as passionate about this as we are, you can find out more here.

Only our 14k and 18k White Gold options contain nickel, to give the metal its white luster and hardness. If you have an allergy to nickel and would like white metal, we recommend Platinum.

All Aurate diamonds are certified by GIA, the highest escalon of certifications, and each unique diamond ring comes with its own GIA certificate.

On average, our diamond engagement collection takes 4-6 weeks to be made, and then ships to you with overnight shipping (FedEx).

 

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.

Our engagement capsule can be engraved on the band – you’ll see an ‘engrave’ icon next to the ‘add to cart’ button on the product page. You can choose to have up to 10 characters (including numbers and punctuation) engraved. Our engravers will choose the most suitable place for your inscription.

 

*Please allow an extra 7 business days for orders with engraving.

All of our engagement rings are insured and shipped via FedEx Overnight with a tracking number.

FedEx is the leader in fine jewelry shipments around the world, and we ensure to insure your special parcel before it leaves the facility, so you can be worry free! Leave the unpleasant parts to us.

Yes, we accept and ship international orders. 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.

 

Unfortunately, we do not offer returns & exchanges on our engagement ring collection for international orders.

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. We suggest removing your jewelry before any physical exertion like weights at the gym, and try to minimize exposure to cleaning agents, beauty products, water, and chemicals.

Mix a few drops of detergent-free soap with warm water. One piece at a time, soak your jewelry and 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.

Always store your diamonds 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!

All of our diamonds are GIA certified at a certain level of quality that we stand behind and that you know us for. We have pre-selected only the best options for you that will come with a GIA certificate, to save you the trouble of having to look through photos. At this moment we are not sending pictures of individual diamonds, but your GIA certificate will detail all the nuance that comes with your perfectly selected stone. Plus, in the (rare) event that you’re not in love with your diamond, we always offer a free exchange.

We will get straight to work as soon as you place your special order with us. If you have any questions or concerns, feel free to email us at any time at concierge@auratenewyork.com to get any updates on your order. 

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 14k 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 18k 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)
- Engraved items.

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

- Ring resizing*

- Gemstone setting and stone tightening

- Clasp or jump ring repair/replacements

*Note: Some ring styles cannot be resized beyond a certain size tolerance as it will damage the look of the ring. Please write in to care@auratenewyork.com to confirm if your ring can be resized.

 

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 7 business days for any orders with engraving.