FAQ

Orders without custom or pre-ordered items are typically fulfilled within 2-3 business days. Please note that during promotional periods and over the holiday season we process a higher volume of orders and longer shipping and delivery delays are expected.

Northeast: 3-5 business days
Northwest: 5-7 business days
Southeast: 3-5 business days
West Coast + Southwest: 4-6 business days
Midwest: 3-5 business days
Quebec and Ontario: 2-4 business days
British Columbia: 7 business days
Alberta, Manitoba, Sask.: 5 business days
Atlantic Provinces: 5 business days
Yukon, NWT, Nunavut: 14 business days
International Destinations: 14-20 business days

Please note that delivery times are estimates only and may be impacted by weather conditions and shipping carrier volumes.

Ordered too fast? Good news: you have a whole hour to make changes to your order!

Here's what you can do:

• Edit your shipping address: Double-check that your package is headed to the right place!
• Cancel your order:  Maybe you saw another item you want to order? No problem, you can cancel here too.

How to make the changes: Simply head over to our. Please note this is only available if you entered an email at checkout, if you only provided a phone number you won't be able to make changes at this time. 

Just a heads-up:  Our amazing customer service team won't be able to make these changes for you, but they're always happy to help with anything else!

Within 30 Days of Delivery: 

If you discover a defect in your item within 30 days of delivery, we offer the following options under our Standard Warranty Policy: 
→ If the item is in stock: We will promptly resend a replacement item to you at no additional cost. → If the item is out of stock: In the event that the item is out of stock, we will issue you a store credit (in the form of an e-gift card) equivalent to the amount paid for the item. This store credit can be used towards the purchase of any item available on our website! 

To claim your warranty, please contact and include the following:
1. Order number(s)
2. Picture/Video of the item(s)
3. Description of Issue  

***Important Information*** 
- This warranty does not cover issues related to lost items. 
- This warranty is applicable once per item purchased. Our warranty does not cover free items.
- The warranty policy only applies to items purchased directly from our website. 
- All warranty claims are subject to approval by our customer service team. 
- We do not offer refunds. 

Haven't received your marked-as-delivered package? Here's what to do:

1. Don't panic! Sometimes packages end up in unexpected places.
2. Check around your delivery location thoroughly: Look for your package on porches, in backyards, or with neighbors who might have accepted it on your behalf.
3. Contact the carrier directly: They may have additional information about the delivery attempt or be able to initiate an investigation.

Package Protection can help in certain cases:

• Package Protection typically covers lost packages (confirmed lost by the carrier) and packages that are demonstrably damaged during transit.
• It doesn't cover situations where a package is marked as delivered but cannot be located.

Without Package Protection:

• Our Shipping & Handling Policy states that Aura Jewels is not responsible for package loss or theft once your order has been expedited from our warehouse and marked as delivered by the carrier.

For further assistance, feel free to contact our customer support team.

We apologize for any inconvenience if your order arrives incomplete. Please follow these steps to help us resolve the issue:

1. Take a picture of everything you received in your package: A clear image helps us verify the missing item and proceed with the necessary steps.
2. Notify us about the missing item: Send the picture to our customer service team, including your order number and the name of the missing item(s).

Once we receive this information, we can offer the following options, depending on stock availability:

• Reshipment of the missing item.
• Store credit for the value of the missing item.

Thank you for your cooperation and understanding. For further assistance, please contact our customer support team.

If you receive additional items that you did not order and were not charged for, it is likely a mistake on our part. You are welcome to keep any extra items as a goodwill gesture from our company. We hope you enjoy the additional products, and we appreciate your understanding.