Refund policy
SHIPPING
In most cases orders do not ship out the same day they are placed! Please allow 1-3 business days for processing. If you need an order sooner, email us at orders@au-ora.com and we will do our best to accommodate you.
Please note: all orders over $500 will require a signature upon delivery!
Your jewelry ships in our custom gift boxes. When multiple items are ordered, we carefully combine pieces in a single box whenever possible to reduce waste and shipping costs. If you’d like certain items in separate boxes—perfect for gifting—just email us with your preferences, and we’ll make it happen.
WARRANTY:
Every piece at House of Au.ORA is made to last and designed to make you feel elevated. If a piece arrives with a defect, we’ve got you covered.
Our one-year limited warranty covers manufacturing defects, including broken clasps or jump rings, tarnishing beyond normal wear, and loose or missing stones (excluding damage from impact). Normal wear, accidental damage, exposure to chemicals, and lost or stolen items are not covered.
To request a repair or replacement, email orders@au-ora.com with your order number, a clear photo of the item, and a brief description of the issue. Approved claims require the original item to be returned at your cost. Our team will review requests within 3-5 business days and ensure the best solution for your piece.
Even after the warranty, we offer affordable repair options to keep your jewelry looking flawless.
RETURNS
Returns are accepted on ALL products except for Au. ORA Personalization items. We accept returns on Sale items too. However, all returns must be postmarked within thirty (30) days of your receipt of the ordered merchandise. Item(s) must be in original unused condition, and all tags, cards, boxes and/or pouches must be included with your return. If we receive your order after 30 days, you can only exchange it for store credit. Orders past 90 days will not be accepted for any forms of returns.
You can choose to return or exchange your item/s for a refund to your original form of payment (minus a $9.99 handling fee) or an exchange or store credit (at no fee). If your jewelry arrived damaged or you got the wrong item, email us at orders@au-ora.com so we can ship out a replacement at no fee.
Refunds are only processed once your package arrives to us! Please note that we can't process refunds more than 30 days after the date of shipment, so please keep that in mind.
How do I make a return?
To process your return within the US, email us at orders@au-ora.com. You will need your order number + shipping zip code. Your order number can be found on either your email confirmation or packing slip, included in your order.
How will I be refunded?
You can choose to return or exchange your item/s for a refund to your original form of payment (minus a $9.99 handling fee) or an exchange or store credit (at no fee). If your jewelry arrived damaged or you got the wrong item, email us at orders@AU-ORA.com so we can ship you a replacement at no fee.
When will I be refunded?
Refunds are only processed once your package arrives to us! Please note that we can't process refunds more than 30 days after the date of shipment, so please keep that in mind.
Certain Provisions Regarding Purchases
When you place an order for an item displayed on the Site, you are making to Au.ORA an offer of purchase. If Au.ORA accepts that offer, we will supply the goods where possible, but will not be obligated to do so. If an item you order is not available, or the price has changed, we will attempt to contact you to let you know of the unavailability or the price changes, as applicable. If we are unable to contact you, we will cancel the order. We will not substitute any item without your permission first.
We attempt to promptly ship products ordered. Generally, orders placed Monday-Friday before 3 PM EST will begin processing that day, excluding holidays, and will ship within 3-5 days, in all cases pending availability and credit verification. Please allow additional time for shipments to APO/FPO addresses as well as International orders. We do not provide weekend delivery for any method of shipping. Please note that these processing and shipping provisions are only general guidelines, and Au.ORA cannot ensure that the time frames noted will be met.