Get help
Get help
Can I upgrade shipping or change my address after I've ordered?
What is the return requests process
What is the Warranty & Return policy?
Can you help repair a damaged item?
When will my order arrive?
To check the estimated processing time for items in your order, click the "View your order" button found in your Order confirmation email or track your order from your account here. You can also find our general processing times found here.
Related FAQs
Why did I only receive some of the items in my order?
We will ship out all Ready-to-ship items within your order first for U.S orders. Made-to-order products are crafted by hand and typically take 6 - 9 business days for our team to craft.
How will I know when my order ships?
You'll receive a shipping confirmation email with a tracking number and link once shipped.
Why doesn't my package show any movement?
We typically print labels for made-to-order products a few days in advance to prepare for shipping out your order, however, you'll receive your shipping confirmation email the same day your order is shipped from our workshop.
We advise allowing the postal carrier at least 24 - 48 hours from the date you recieve your shipping confirmation email for tracking to update. If your package still hasn't moved, your local post office will have the best details about the whereabouts of your package.
Can I upgrade shipping or change my address after I've ordered?
We can certainly do our best, however, we are unable to make any guarantees! Please open an inquiry about your order as quickly as possible along with all the change requests and we'll do our best to assist you.
You can sign in or create an account with Aoures to manage your orders and open an inquiry. If you are unable to login to your account or cannot find your order with your account, please double check the email you ordered with.
How can I track my order?
You can sign in or create an account with Aoures to track your order, open an inquiry, re-order past items and more. If you are unable to login to your account or cannot find your order with your account, please double check the email you ordered with.
Once your order ships out, we'll also send a shipping confirmation email which will contain a tracking link to track your shipment. Estimated delivery times will be provided via USPS or FEDEX.
What is the return requests process?
Please first review our Warranty & Return Policy below.
All Returns and Order inquiries can be initiated through your Account or by contacting our Care Team.
By signing in to your Account you can make requests to:
- Request a return
- Open an inquiry
- Report an issue
- Track and manage your orders
Our Care Team will respond to your inquiry as soon as possible.
Returned items are to be in mint condition, in original packaging, and sent with tracking from a carrier of your choice within 7 days from your item’s delivery date (U.S. based orders only).
What is the Warranty & Return policy?
Warranty
We offer a 90-day quality guarantee on all our jewelry from the date of your item's delivery- we are happy to help resolve any issues where your jewelry is defective or tarnished.
We always do our best to replace or repair your jewelry depending on its availability if the fault is ours. Please keep in mind Made to Order jewelry is recreated by hand and will take time to craft. We can only offer a remake or replacement for your order once and is deemed final sale once received.
|
Availability
|
Quality Guarantee
|
Processing Time
|
| Ready to Ship | Up to 90 days from item delivery | About 1 week |
| Made to Order | Up to 90 days from item delivery | About 2 - 3 weeks |
Returns
We accept returns for new and unworn Pre-Made, Ready-to-Ship items within 7 days of your delivery date for Store Credit or Exchange. Items marked 'Final Sale' are denoted in product descriptions and are not eligible for return.
We typically don't accept returns for Custom Made-to-Order items or International Shipments. However, your satisfaction is a priority to us and we are happy to assist with any situation. If you have any concerns, please reach out to our Care Team.
Returned items are to be in mint condition, in original packaging, and sent with tracking from a carrier of your choice within 7 days from your item’s delivery date (U.S based orders only). Click here to review the return process and how to get started.
Please note, a small restocking fee will apply for approved items and original shipping fees are non-refundable. We are typically unable to provide any reimbursement unless the fault is ours. All of our jewelry is handcrafted with high-quality material and made to last. We are happy to help with any situation so please reach out with any concerns.
Can you help repair a damaged item?
We are unable to repair finished jewelry, however, we are happy to offer a remake service for made to order items and replacement for ready to ship items if your item is under warranty! Please check our Warranty policy above to see if you're covered.
If you are past your warranty- don't fret! Simply reach out and we can see how can can assist you with any issue you may experience. We offer a discounted replacement service for made to order jewelry that is over the warranty period.
Contact Customer Service