FAQ

Ordering

How does Buy 3, Get 1 Free work?
Add four pieces to your cart and the least expensive one comes off automatically at checkout. There is no code to remember and it applies across the whole store, so you can mix earrings, rings and chains freely. It applies once per order.

Can I change or cancel an order?
Yes, if you tell us within 12 hours. After that it is likely already with one of our fulfilment partners. Write to us as fast as you can and we will do what we still can.

Do you take custom requests?
Personalized pieces such as name necklaces, initial pendants and engraved signets are ordered directly from their product pages. For anything beyond that, ask us. Sometimes the answer is yes.

Shipping

What does shipping cost?
Nothing. Shipping is free on every order within the United States, with no minimum.

How long will it take?
We dispatch within seven business days, usually sooner. After that, delivery depends on where your piece is held. Items in a United States warehouse take five to eight business days. Items coming from overseas take twelve to twenty business days. Counting both halves, that is roughly two to three weeks in total for a domestic piece and four to six weeks for an overseas one.

The range is wide for an honest reason: we work with several fulfilment partners, some warehousing in the United States and some abroad, and which one holds your piece depends on the piece. Full detail is on the shipping page.

Why did my order arrive in two parcels?
Because different partners held different items. Each parcel has its own tracking number and you are never charged extra for the split. If one arrives and the other has not after a few days, that is usually normal, but write to us if you are worried.

Why is the packaging plain rather than branded?
Parcels are sent straight from our fulfilment partners, so they arrive in plain packaging rather than Aurelle boxes. We would rather spend on the piece than the box for now.

Do you ship internationally?
Not yet. We are domestic only.

Where is my order?
Tracking is emailed the moment the carrier scans your parcel, and every order is visible in your account. Parcels travelling from overseas often show no scans for several days in transit before picking up again inside the United States, which is normal and does not mean it is lost. If tracking has shown nothing at all for ten business days, tell us and we will chase it.

What if it takes longer than you said?
We will email you, and you can wait or cancel for a full refund. That choice is yours.

Returns

How long do I have?
30 days from delivery, unworn and in the original packaging.

Where do I send it?
Email us first and we will give you the right address. Do not use the return address printed on your parcel. Because we work with several partners, that is often not where a return should go, and a parcel sent there is hard to trace.

Is anything excluded?
Personalized and engraved pieces, and body jewelry once the seal is broken. Both come down to hygiene and the fact that we cannot resell them. The returns page spells it out.

Who pays return postage?
You do, unless the piece arrived faulty or we sent the wrong thing, in which case we cover it. On lower value pieces we will sometimes just refund you and tell you to keep it, because the postage would cost more than the item.

Materials and wear

What is everything made of?
Mostly stainless steel, titanium and 925 sterling silver, with gold tone plating over the top where a piece is gold. The exact material is listed on each product page.

Will it turn my skin green?
Stainless steel and titanium will not. Plated pieces can, eventually, once the plating wears through, and that happens faster with sunscreen, perfume and chlorine than with anything else.

Is it safe for sensitive ears?
Surgical stainless steel and titanium are the two to look for, and both are used widely across the collection. If you react to most jewelry, titanium is the safest bet.

Can I shower or swim in it?
You can shower in solid steel and titanium without much worry. We would still take it off. Chlorine, salt water and hot tubs are hard on plating and on stones, and the difference over a year is very visible. See the care guide.

Sizing

How do I find my size?
The size guide covers rings, chains, bracelets, anklets, hoops and gauges, and it explains how to measure at home with a piece of string.

What if it does not fit?
Request a return within 30 days, unworn. We cannot resize pieces, so the quickest route is usually a refund and a fresh order. If you would rather we swap it directly, say so when you write and we will arrange it where stock allows.

Anything else

A real person reads every message. Email AurellesJewelry@gmail.com or call (408) 877-4452 and we will get back to you, usually within one business day.