The Aura

FAQs

HOW TO CREATE AN ACCOUNT ?

You can create an account here.

HOW DO I VIEW MY ACCOUNT?

You can view your account information at any time by logging in. The log-in icon is located at the top right corner of the homepage. You’ll also be able to access your order history and wishlist.

WHAT TO DO IF I CAN’T LOG INTO MY ACCOUNT?

If you need to reset your password, please click here and submit your email address to receive a password reset email. If you don’t remember what email address you signed up with, you can contact us at info@theaura.jewelry for assistance.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following forms of payments:

Credit Cards (Visa, Mastercard, American Express), Apple Pay, Google Pay. Our payment processor, which are encrypted with SSL technology and will protect your privacy and security.

CAN I CHANGE THE SHIPPING ADDRESS AFTER PURCHASED?

Please reach out immediately to info@theaura.jewelry within 24 hours from the time the order is being placed. We will try our best to accommodate your request. 

Shipping address cannot be changed once the order has been dispatched.

DO YOU SHIP WORLDWIDE?

We currently ship to the following countries, but not PO Boxes, APO or FPO addresses :

Australia, Canada, Hong Kong, Japan, Macao, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, United Kingdom, United States

WHERE DO YOU SHIP FROM?

Items will be dispatched from Hong Kong.

HOW LONG DOES IT TAKE TO RECEIVE THE PURCHASED ITEMS?

Unless otherwise stated on the product page (ie. custom made items), we strive to process your order within 1 - 3 business days from the time it is placed during operation hours (Mon-Fri 9am-7pm GMT+08:00).

Transit time as follows:-

  • To HK & Macau: 2 working days
  • To Asia: 5-9 working days
  • To Rest of the World: 9-14 working days

Above transit time does not include weekends, holidays and any unforeseeable delays from the post office/couriers' end such as weather, peak season, pandemic, etc. 

WHAT IS THE PRODUCTION TIME FOR CUSTOM MADE ITEMS?

The production time for all made to order items is approximately 14-16 working days.

HOW TO TRACK THE PACKAGE?

Tracking number with link will be emailed to our customers once the order has been dispatched where applicable and shipment progress is being updated regularly.

CAN I CHANGE OR CANCEL MY ORDER?

We are unable to make changes or cancel orders once they have been placed.

Due to hygiene reasons, there will be no returns, exchanges or refunds on all jewelry items. 

All sales are final.