Shipping & Returns

We aim to provide our customers with the best possible shopping experience. Please take a moment to review our shipping and exchange policy below:

Processing and Shipping

Your order will be processed within 1 - 3 business days from the time it is placed during our operation hours (Mon-Fri 9am-7pm GMT+08:00). We currently ship to the following destinations, but not PO Boxes, APO or FPO addresses: Australia, Canada, Hong Kong, Japan, Macau, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, United Kingdom, and United States.

We use SF Express for delivery addresses in Hong Kong and registered post via local postal service for all overseas shipments. Estimated standard delivery transit times are as follows:

To Hong Kong & Macau: 2 business days

To Asia: 5-9 business days

To all other countries: 7-14 business days

Please note that all process and delivery transit times mentioned in our website are in business days, excluding weekends, holidays, or any unforeseeable delays from the courier's end, such as weather, pandemic, peak & holiday seasons, etc. Tracking numbers with a link will be emailed to our customers once the order has been dispatched and shipment progress is being updated regularly. 

Made-to-order items have a 14-16 working days production time. Items in the same order will be shipped together in a single batch.

Responsibility for Delivery

Once the packages are sent to our shipping provider, arrival times are out of our control and in the hands of the shipping service.

We are not held responsible for:

  • Mistakes made by courier/postal service
  • Wrong addresses given by customers
  • Damage to orders by courier/postal service
  • Stolen packages after delivery

We strongly advise our customers to provide accurate and complete shipping information and to ensure that someone is available to receive the package during delivery. Failure to do so may result in additional costs and delays that are beyond our control.

Handling of Returned Packages

In the event that a package is returned to us due to the customer's failure to receive it, we will work with you to arrange a second shipment at the customer's cost in accordance with the shipping rates stated on our website. This cost will also include the returned shipping fee charged by the courier/local post office to the sender (The Aura).

The returned package will be kept by us for 30 calendar days from the date of receipt of the returned package. During this period, the customer may choose to arrange a second shipment by settling the associated shipping cost. We will make every effort to assist you in this process.

It is the customers' responsibility to contact us at info@theaura.jewelry to arrange the second shipment/claim your returned package within 30 calendar days.

After 30 calendar days, any unclaimed packages will no longer be resent to customers and will be regarded as forfeited.

In any case, refund requests will not be accepted or entertained.

We are committed to providing the best possible service to our customers and will do our utmost to assist you with any shipping-related concerns at info@theaura.jewelry / here.

Duties and Taxes

For international customers outside of Hong Kong, please note that you are responsible for paying any applicable inbound duties, taxes, and other fees as required by your local Customs authority. All international packages are shipped DDU (duties and taxes unpaid), which means these fees are not included in the price of the goods purchased from our website. To receive your parcel, it is your responsibility to settle these fees, if applicable. We are unable to provide information on the specific amounts of these fees or whether they are applicable in your case. We recommend contacting your country's customs office to get an estimate of the charges and rates that may apply to packages arriving from overseas. Please keep in mind that the product price listed on our website does not include any duties or taxes, and any customs fees must be paid separately by the customer, if applicable.

Order Changes and Cancellations

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

Returns and Refunds

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

We aim to get it right the first time which is why we inspect each of our product seriously and carefully throughout our quality control process. If you feel you have received a defective product, please contact us within 3 calendar days upon receipt of the purchased items at info@theaura.jewelry with your order # and a photo of the product in question to open up a conversation on how we can make this right.

We hope this policy provides clarity and enhances your shopping experience with us. If you have any questions or concerns, please don't hesitate to contact us at info@theaura.jewelry / here.