My tracking number says delivered, but I can't find my package!

Oh no! You can reach out to our support team at care@auratenewyork.com and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages after the courier has dropped them off.

Uh-oh. I think my package was stolen after delivery!

Oh no! We are so sorry to hear this. Sadly, we are no longer responsible for packages after they have been delivered to you. Fear not, our Customer Care will gladly help provide the correct paperwork to help you file a police report, just drop us a ling at care@auratenewyork.com

Who is responsible for returning my Duties and Taxes?

AUrate is not responsible for returning duties and taxes. To receive a refund for your duties and taxes paid on a returned order, you will need to go through your local customs office as this fee is paid to the country of import.

Can I return a purchase made with Instant Credit?

Yes! However, you will be refunded back to your instant credit and cannot receive a refund back to your original form of payment.

What is an Instant Credit?

An instant credit is an option we provide you with during returns! Instead of waiting for a refund to be processed back to your original form of payment you can use an instant credit to re-order right away! BE AWARE when using an instant credit, it turns your payment method into a gift card and if returned again, you will only be able to receive the instant credit back and not your original payment on your first order.

When will my AUrate purchase arrive?

If it’s in stock, your piece will ship within two business days. Out-of-stock and custom pieces are made to order, and will ship within two weeks (or within four weeks for vermeil). If you’re on a tight deadline, we’ll do our best to take care of you – just drop us a line at care@auratenewyork.com to talk rush orders.

Where do you ship?

We ship anywhere within the US, and to any international destination. We don't ship to P.O. boxes (either international or domestic).

Do you ship outside the US?

Yes! We offer free express international shipping on orders over $200 USD. Your order will be delivered by DHL Express. The shipping cost for orders under $200 USD is $15 in your local currency.

 

 

How much does shipping cost?

We offer free Two Day FedEx Express shipping on all purchases to the US. Overnight shipping is available as well for a fee, this fee will vary based on where you live.  

Uh-oh. I’ve ordered the wrong size.

Fear not, you can return your ring within 30 days and repurchase the correct size! Just visit returns.auratenewyork.com If it is after 30 days, you can reach out to our support team at care@auratenewyork.com and they will assist you in resizing your ring for a small fee!

What is your US returns policy?

We're only happy if you're happy. 
If, for any reason, you're less than thrilled with your purchase, we'll be happy to offer a no-questions refund or exchange on any US purchase for up to 30 days after your item was received (so long as it's in original condition, of course).
Sales of engraved pieces are final at this time. All made-to-order pieces are eligible for return and full refund.
We'll make it as easy and painless as possible – including free shipping. Just visit returns.auratenewyork.com, pick the piece(s) you want to return, and you will get your shipping label.

How can I return an item shipped internationally?

You've got 30 days to return anything you don't want to keep. Just let us know what you're returning at care@auratenewyork.com and we'll send you a shipping label to attach to your package, as well as detailed instructions on what to do next. The cost of the international returns label will be deducted from your overall refund. Depending on where it's shipping from, the cost ranges from $15 to $35. We are not responsible for returning Duties & Taxes.

Can I exchange something in my international order?

We don't offer international exchanges right now. However, you can modify or cancel your order before it ships. Please let us know at care@auratenewyork.com and we'll get right on it for you.

How long do international orders take to arrive?

In-stock orders ship within two business days, or four business days if you're having your in-stock item engraved. Out-of-stock and custom pieces are made-to-order and ship within two weeks (or within four weeks for vermeil).

As soon as your order ships, we'll send you an email containing tracking information so you can keep a watchful eye on it as it makes its way to you. It can take up to 48 hours for your courier to generate tracking information on their website, so don't panic if it doesn't show up right away. If your tracking information hasn't appeared within 5 business days, please let us know at care@auratenewyork.com and we'll get right on it for you.

How long does shipping take?

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.

If I order online, can I return or exchange my item(s) in-store?

No problem at all - visit us in-store within 30 days of delivery.

I think my package is lost. What should I do?

For any issues with your delivery, just get in touch at care@auratenewyork.com and we’ll sort it out. And no need to worry, we insure all orders so you can sit back and relax. 

I need it now! How soon can I have my order?

We get it. If available for your region, select expedited shipping at checkout. Otherwise, just shoot us a note at care@auratenewyork.com and we’ll do our best to get it to you asap!

Can I change my shipping address once my order is placed?

Sure – contact care@auratenewyork.com as soon as possible and we’ll endeavour to help.

Will my order be insured?

Rest easy – all orders are insured during transit. At check out you will have the option to pick “Signature Required” for your shipment. After a package is delivered the responsibility for the goods are passed onto you!

Where does my order ship from?

All AUrate items are shipped from New York City.

What is Global-e? Will I receive my package from AUrate or Global-e?

Once we've prepared your order at AUrate HQ in New York, we'll pass it to Global-e, our international fulfillment provider, and they'll take care of your delivery from there.

Didn't find what you were looking for?

Contact us directly: 1-888-616-2872

care@auratenewyork.com

Mother's Day Order Deadlines (ET)

Order on these dates to have it in time for Mother's Day

Group 2 Copy
Apr 9
Made-to-order
Vermeil
Group 2 Copy
Apr 16
Made-to-order
14K - 18K
Group 2 Copy
May 2
In stock
Engraved
Group 2 Copy
May 7
In stock
Ground shipping
Group 2 Copy
May 8
In stock
Overnight shipping

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