Customer Service
At AURAYA, we want every part of your experience to feel clear, personal, and easy to trust.
Below are quick answers about shipping, refunds, jewelry care, packaging, materials, and contacting us.
Shipping
AURAYA ships to selected international destinations. We currently accept delivery addresses in the United States, Canada, Australia, New Zealand, the United Kingdom, Belgium, France, Germany, Italy, the Netherlands, Spain, Hong Kong SAR, Macao SAR, Japan, South Korea, Malaysia, Singapore, Thailand, and Vietnam. Delivery eligibility is confirmed at checkout after you enter a complete address.
Most orders are confirmed, prepared, quality-checked, and packed within 2–5 business days before dispatch. Standard delivery is generally estimated at 12–15 business days after dispatch, or approximately 14–20 business days from order placement including processing. Delivery estimates are not guaranteed.
Standard shipping is $5.99 USD on orders below $69 USD. Orders of $69 USD or more receive free standard shipping. Where express shipping is available, its details are shown at checkout for the eligible address and order.
When tracking is available, it is sent by email after dispatch. For destinations, duties, taxes, address changes, delivery exceptions, and full details, read our Shipping Policy.
Packaging
Every AURAYA order is packed in a branded jewelry box and pouch, designed for gifting and everyday storage.
If your order is a gift and you would like to include a short message, contact support@aurayajewelry.com as soon as possible after placing the order.
Cancellations, refunds, and quality issues
You may request cancellation within 24 hours of placing your order. After that period, an order may already be in preparation or dispatch processing, and we may not be able to cancel or change it.
AURAYA accepts return and exchange requests made within 30 calendar days after delivery. A reason for the request is not required, provided that the item is unworn, unused, undamaged, and returned with its original packaging. Please contact us before sending any item back.
For return or exchange requests that are not related to a verified product-quality issue, customers are responsible for international return shipping costs and for ensuring that the parcel reaches AURAYA. Where an original order included a $5.99 USD standard shipping charge for an order below $69 USD, that original outbound shipping charge is non-refundable.
Once an eligible returned item has been received and inspected, approved refunds are issued to the original payment method. Exchanges are subject to product availability. For an approved exchange, the customer is responsible for shipping the original item back to AURAYA, and AURAYA will send the replacement item by standard shipping at no additional charge.
If an item arrives damaged in transit, contact us within 7 days of delivery. For a suspected manufacturing defect, contact us within 30 days of delivery. For a verified product-quality issue or shipping damage, AURAYA will provide an appropriate resolution, which may include a replacement, refund, or another suitable solution. Customers do not pay return or reshipment costs caused by a verified issue.
For the full process, read our Refund Policy.
Jewelry care
- Keep jewelry away from water, perfume, lotions, and harsh chemicals.
- Remove it before showering, swimming, exercising, or sleeping.
- Store it in a dry pouch or jewelry box when not in use.
- Clean gently with a soft, dry cloth.
Materials
AURAYA uses 925 sterling silver and gold-plated 925 sterling silver. Selected pieces feature natural freshwater pearls or 5A cubic zirconia (CZ). Check each product page for the exact material, finish, stone, and care information for that piece.
Contact us
For shipping, quality, care, or order questions, email support@aurayajewelry.com. We usually respond within 2 business days.
Not sure where to begin? Discover AURAYA for collections, material information, sizing, and guides.