Shipping & Returns

Reach us Mon—Fri 8am - 8pm EST 1-888-616-2872 | [email protected]

Or contact us at: [email protected] | [email protected]

FAQ

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 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.
Update: 
Due to COVID-19, we won't be able to process any returns right now. We're very sorry and once we're able to be safely at the office, we'll get straight on this. Obviously, all returns windows will be extended accordingly. Thank you for bearing with us. 

How long do international orders take to arrive?

In-stock orders ship within five to seven business days. Out-of-stock and custom pieces are made-to-order and ship within twenty business days (or within eight 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.

Uh-oh. I’ve ordered the wrong size.

Just visit https://returns.auratenewyork.com, select the piece you want to return and you will get a free Return Label. Unfortunately, at the moment we’re unable to exchange orders directly, however you will have the option to re-order with instant credit, or receive a refund and repurchase. Alternatively we do accept In-Store exchanges.

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

Oh no! You can reach out to our support team at [email protected] 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.

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.

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).

How much does shipping cost?

We offer free Two Day 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.

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 [email protected] 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 [email protected] 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.

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

Shipping address can only be altered within 1 hour of placing your order. Act fast and contact [email protected]

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 it?

Contact us directly: 1-888-616-2872 |
[email protected]