FAQs

PRODUCT QUALITY & CARE
1. Will my jewelry tarnish or fade over time?

Our jewelry is crafted from premium materials designed for lasting beauty:

Stainless Steel (PVD Plated): Highly resistant to tarnishing and fading. The PVD coating is extremely durable and maintains its color for years with proper care. While all plated jewelry can experience gradual wear over time due to friction, our premium coating ensures your piece stays beautiful much longer than standard plating.

Sterling Silver: Naturally tarnishes when exposed to air and moisture over time. This is a normal characteristic of genuine silver. Regular cleaning and proper storage will keep your sterling silver pieces looking their best.

Care Tips: Store in a jewelry box or soft pouch when not wearing, avoid harsh chemicals, and clean regularly with our recommended methods.
2. Can I wear my jewelry in water?

Stainless Steel: Yes, fully waterproof! Safe for showers, swimming pools, ocean water, and 24/7 wear. Our stainless steel pieces are designed to withstand water exposure without damage.

Sterling Silver: Water-resistant but not waterproof. While brief water exposure won't immediately damage sterling silver, we recommend removing it before showering, swimming, or exercising to prevent accelerated tarnishing. Chlorine, salt water, and prolonged moisture can cause tarnishing.

Best Practice: Check the "Product Details" section on each product page to confirm your piece's material before water exposure.
3. Is your jewelry hypoallergenic?

Yes! All our jewelry is hypoallergenic and nickel-free, making it safe for sensitive skin.

Stainless Steel: Medical-grade 316L stainless steel is naturally hypoallergenic and safe for even the most sensitive skin. It's also resistant to makeup, lotions, and perfumes.

Sterling Silver: Pure 925 sterling silver is hypoallergenic and gentle on skin. However, we recommend applying cosmetics, lotions, and perfumes first, then putting on your jewelry last to minimize tarnishing.

If you have metal sensitivities: Our stainless steel pieces are your best choice for worry-free, all-day wear.
4. How should I clean and care for my jewelry?

Daily Cleaning (Both Materials):

  1. Use warm water and mild soap (dish soap works well)
  2. Gently wipe with a soft cloth or soft-bristle brush
  3. Rinse thoroughly with clean water
  4. Dry completely with a soft, lint-free cloth
  5. Avoid abrasive materials, harsh chemicals, or ultrasonic cleaners

Sterling Silver Specific:

  • Use a silver polishing cloth for tarnish removal
  • Store in an airtight bag or anti-tarnish pouch
  • Keep away from humidity and direct sunlight

Stainless Steel Specific:

  • Extremely low-maintenance
  • Occasional soap and water cleaning is sufficient
  • Resistant to most chemicals and cosmetics

Storage: Always store jewelry in a jewelry box, soft pouch, or individual compartments to prevent scratches and tangling.
5. What's the difference between stainless steel and sterling silver?

Stainless Steel (316L with PVD Plating):

  • Fully waterproof - wear 24/7
  • Tarnish-resistant and fade-resistant
  • Extremely durable and scratch-resistant
  • Low maintenance
  • Hypoallergenic and nickel-free
  • Affordable luxury
  • Perfect for active lifestyles
  • Best for: Everyday wear, water activities, low-maintenance jewelry

Sterling Silver (925 Silver):

  • Precious metal with timeless elegance
  • Classic luxury aesthetic
  • Hypoallergenic and nickel-free
  • Water-resistant (not waterproof)
  • Requires regular cleaning to prevent tarnish
  • More delicate than stainless steel
  • Best for: Special occasions, classic jewelry lovers, those who enjoy caring for fine jewelry

ORDERING & CUSTOMIZATION
6. What is the production time for my order?

7-14 working days

Each piece is crafted to order with care and attention to detail. Production time depends on:

  • Customization complexity (engraving, nameplates, birthstones)
  • Current order volume
  • Material selection

After Production: You'll receive a notification when your piece is ready for delivery. Shipping time is additional (see shipping questions below).

Rush Orders: Contact us at info@theaura.jewelry if you need expedited production for a special occasion.
7. Can I personalize my jewelry?

Yes! We offer several personalization options:

Nameplate Jewelry:

  • Custom names, words, or phrases
  • Multiple font styles available
  • Available on necklaces, bracelets, and rings

Initial Jewelry:

  • Single or multiple initials
  • Elegant, minimal designs
  • Perfect for layering

Birthstone Jewelry:

  • Birth month gemstones
  • Family birthstone combinations
  • Colorful and meaningful

How to Order: Look for the "Personalization" option on individual product pages or our "Bespoke" series. Enter your custom text exactly as you'd like it to appear.

Production Time: Personalized pieces take 10-14 working days in general.
8. Can I track my order?

Yes! Order tracking is available for all shipments.

How to Track:

  1. Once your order ships, you'll receive a shipping confirmation email
  2. The email contains your tracking number and carrier information
  3. Click the tracking link to see shipping updates
  4. You can also track orders in your account under "Order History"

Questions? Contact us at info@theaura.jewelry with your order number for assistance.

SHIPPING & DELIVERY
9. How long does shipping take?

Hong Kong & Macau:

  • Standard Shipping: 2 business days
  • Free shipping on orders over HK$750

International Shipping:

  • To Asia: 5-9 business days
  • To all other countries: 7-14 business days
  • Free shipping on orders over US$100

Note: Shipping times are estimates.

Tracking: All orders include tracking information sent to your email.
10. Do you ship internationally?

We currently ship to the following destinations: Australia, Canada, Hong Kong, Japan, Macau, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, United Kingdom, and United States.

Customs & Duties:

  • International customers are responsible for any customs duties, taxes, or import fees charged by their country
  • These fees are not included in our shipping costs
  • Contact your local customs office for specific rates

Delivery Times: See question #9 for estimated delivery times by region.

Restrictions: We cannot ship to PO boxes or military addresses. A physical street address is required.

RETURNS & EXCHANGES
11. What is your return policy?

No Returns, Exchanges, or Refunds

Due to hygiene reasons, there will be no returns, exchanges, or refunds on all items. All sales are final.

At The Aura, we strive to ensure you receive your products in perfect condition. Each item undergoes thorough inspection as part of our quality control process.

Defective Products Only:

If you believe you have received a defective product, please contact us within 3 calendar days of receiving your order at info@theaura.jewelry. Be sure to include:

  • Your order number
  • A photo of the unworn product in question

We will assess each case to determine the best course of action and request a replacement if approved.

Replacement Timeline:

Please ensure that all defective products are returned within 7 calendar days of receiving confirmation of your replacement request (starting from the date on the shipment record). Replacements outside this period will not be accepted.

Questions? Email us at info@theaura.jewelry - we're here to help!
12. Can I exchange my jewelry for a different size or style

No Exchanges Available

Due to hygiene reasons, we do not offer exchanges on any items. All sales are final.

Before You Order - Size & Style Tips:

To ensure you're happy with your purchase, we recommend:

For Rings:

  • Measure your finger with a ring sizer or follow the instruction from here
  • Choose our adjustable rings and eliminate sizing concerns

For Bracelets:

  • Measure your wrist circumference and add 1-2cm
  • Choose adjustable bracelets for guaranteed fit

For Necklaces:

  • Check length descriptions carefully (choker, princess, matinee)
  • Many of our necklaces are adjustable with extender chains

Still Unsure? Contact us at info@theaura.jewelry before ordering and we'll help you choose the perfect size and style!

Defective Products:

If you receive a defective item, please see our return policy for replacement procedures.

Sizing & Fit
13. How do I choose the right size?

Rings:

  • Measure your finger with a ring sizer or tape
  • Or measure an existing ring's inner diameter in mm
  • Between sizes? See question #14
  • Adjustable rings: One size fits most

Bracelets:

  • Measure your wrist circumference with a flexible tape measure
  • Add 1-2cm for comfortable fit
  • Standard sizes: 16-21 cm
  • Adjustable bracelets: Fit most wrist sizes

Necklaces:

  • Choker: 35-40cm (sits at collarbone)
  • Princess: 45cm (sits slightly below at collarbone)
  • Matinee: 50-55cm (sits at chest)
  • Adjustable necklaces: Extend 5-8cm for versatile wear

Anklets:

  • Measure ankle circumference + 2-3 cm
  • Standard size: 23-25 cm

Need Help? Contact us with your measurements and we'll recommend the perfect size!
14. What if I'm between sizes?

Rings:

Size up if:

  • You have larger knuckles
  • You prefer a looser fit
  • You'll wear it in warmer weather (fingers swell)

Size down if:

  • You have slim knuckles
  • You prefer a snug fit
  • You'll wear it in cooler weather

Best solution: Choose our adjustable rings and eliminate sizing concerns!

Bracelets:

  • Size up for a looser, more comfortable fit
  • Choose adjustable bracelets for guaranteed fit

Still Unsure? Contact us at info@theaura.jewelry and we'll help you decide!

Gift Services
15. What comes with my jewelry order?

Every order includes:

  • Handmade stamp jewelry box
  • Thank You Card 

Want Extra Special Packaging? Add our premium gift packaging set at checkout.
16. Do you offer gift wrapping?

Yes! We offer premium gift wrapping for special occasions.

Gift Packaging Set Includes:

  • Luxury gift box with ribbon
  • Gift card with your personal message
  • Gift bag (optional)

How to Add:

  1. Add gift packaging set to your cart at checkout
  2. Include your personal message in the "Special Instruction" field
  3. We'll handwrite your message on a beautiful card

Perfect For:

  • Birthdays
  • Anniversaries
  • Valentine's Day
  • Mother's Day
  • Graduations
  • "Just Because" moments

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