Shipping & Returns

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FAQ

What is your US return & exchange policy?

US Return Orders
Aurate provides a 30-day return window starting from the day your item gets delivered. If you decide your gold isn’t for you, we’ll make it as easy as possible, just head on over to returns.auratenewyork.com to receive your free return shipping label. To be eligible for a return, the piece must be unworn and sent back in its original packaging. Aurate accepts returns for in-stock as well as made-to-order items.
Refunds take approximately 15-20 business days to be processed by our team and depending on your credit card, it may take 2 - 10 business days for the refund to post to your account after processing.

 

Preparing your return:

Indicate the reason for your return in the Return Reason column on our returns link. (Required)

- Include all original documents in the package.
- Ship your package using our pre-paid return label. (DO NOT include additional Aurate products outside of the items listed in your return receipt.)
- Aurate cannot provide a refund on orders until they can be processed and inspected by our quality assurance team. Our team will contact you if any further details are needed.
- We'll credit your original payment method within 15-20 business days of receiving your return.

 

**Aurate is not responsible for orders returned outside of our system or with personal labels.**

 

US Exchange policy
Easy, breezy is our policy. You can exchange any eligible gold within 30 days of receiving your order, just head on over to returns.auratenewyork.com.

Aurate only provides exchanges for the same item in a different size or color. Please note that any made-to-order exchange items will be initiated once the return has been received. If you wish to upgrade your item, please process a full return and re-order. Discounts cannot be applied to additional items during exchanges. One exchange per order.

 

Exclusions
We accept returns for the majority of our products with the exception of the below items.

- Final Sale items: Any piece listed as final sale (this will be stated on your product page, at check out, and on your order confirmation)
- Personalized jewelry: All initial jewelry, jewelry containing numbers, monogrammed, and engraved items.

All final sale items are marked on their product page to ensure complete transparency. Please read this carefully before making your purchase.

What is your gift return policy?

Gift Returns

Sometimes the greatest gift of all is gift cards! Sneak on over to returns.auratenewyork.com and select gift return. If you do not have your original order number, please email us at care@auratenewyork.com with the original purchaser’s name and we’ll be happy to help you out! The gift-giver will not be notified of this transaction. Gift returns can only be refunded to store credit for the amount paid on the original purchase.

To be eligible for a return, the piece must be unworn and sent back in its original packaging.

How long do international orders take to arrive?

In-stock orders ship within five to seven business days. Out-of-stock and custom pieces are made-to-order and ship within twenty business days (or within eight weeks for vermeil).

As soon as your order ships, we'll send you an email containing tracking information so you can keep a watchful eye on it as it makes its way to you. It can take up to 48 hours for your courier to generate tracking information on their website, so don't panic if it doesn't show up right away.

Uh-oh. I’ve ordered the wrong size.

Just visit https://returns.auratenewyork.com, select the piece you want to exchange and you will get a free Return Label. At this time, we do not accept In-Store exchanges.

My tracking number says delivered, but I can't find my package!

Oh no! You can reach out to our support team at care@auratenewyork.com and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages after the courier has dropped them off.

Who is responsible for returning my Duties and Taxes?

AUrate is not responsible for returning duties and taxes. To receive a refund for your duties and taxes paid on a returned order, you will need to go through your local customs office as this fee is paid to the country of import.

Where do you ship?

We ship anywhere within the US, and to any international destination. We don't ship to P.O. boxes (either international or domestic).

How much does shipping cost?

We offer free Two Day Express shipping on all purchases to the US. Overnight shipping is available as well for a fee, this fee will vary based on where you live.

How can I return an item shipped internationally?

International Returns

International returns are accepted, but unfortunately, we are not able to cover return shipping. Just let us know what you'd like to return within 30 days of receiving your order by emailing us at care@auratenewyork.com and we’ll provide you with detailed instructions on how to return your order. Also, make sure to keep in mind that Aurate is not able to return your Duties and Taxes. Please contact your local customs office for the next steps on how to recover this fee.

International Exchanges

International exchanges are not supported at this time. However, you can modify or cancel your order before it ships. Please let us know at care@auratenewyork.com and we'll get right on it for you. If you’ve already received the item, let us know and we are happy to offer a price match on a re-order.

Can I exchange something in my international order?

We don't offer international exchanges right now. However, you can modify or cancel your order before it ships. Please let us know at care@auratenewyork.com and we'll get right on it for you.

How long does shipping take?

All orders take 1-2 business days to be processed after being placed. For orders within the US, shipping normally takes 3-5 business days. Shipping times for international orders vary depending on your destination and preferred duties and taxes payment method. As soon as your order ships, you can track it through your shipping confirmation email.

Can I change my shipping address once my order is placed?

We can only provide address changes on made to order items, or in stock order recently placed, provided your order hasn’t be processed for shipping yet Please note that in efforts to service our customers quickly and efficiently, our processing time is typically one business hours, so the window is pretty tight - but we will do our best to accommodate. 

Where does my order ship from?

All AUrate items are shipped from New York City.

What is Global-e? Will I receive my package from AUrate or Global-e?

Once we've prepared your order at AUrate HQ in New York, we'll pass it to Global-e, our international fulfillment provider, and they'll take care of your delivery from there.

Didn't find it?

Contact us directly:
care@auratenewyork.com