Customer Service

At AURAYA, we craft every piece with meticulous care—and we want your jewelry to reach you safely, beautifully, and affordably. Below is our complete shipping guide, including our free shipping benefits and handmade production timelines.

PACKAGING

All orders placed online will be shipped in a branded AURAYA Jewelry keepsake box and pouch made from recycled materials. If you are sending a gift, please notify us if you require a special message on the card or extra packaging. 

All AURAYA jewelry is handmade to order by our experienced master artisans.

We offer complimentary standard shipping on all orders with a total of $85 USD or more (before taxes, automatically applied at checkout—no promo code needed).

• **Standard Shipping (Free for orders ≥ $85 USD)**: 4–7 business days | $5.99 for orders under $85 USD
• Express Shipping: 2–3 business days | $12.99 (applies to shipping only—production time still applies)

Note: Delivery times may vary slightly due to local customs processing or carrier delays.

A tracking number will be sent to your email once your order ships. If you don’t see it, please check your spam folder or contact our team at support@aurayajewelry.com.

All duty fee and tax for international orders will be covered by AURAYA when the package is dispatched. If you encounter any customs-related issues, please reach out to us at support@aurayajewelry.com.

If you need your jewelry for a specific occasion (e.g., a birthday or anniversary) or you are in a hurry request, please email us at support@aurayajewelry.com before placing your order to inquire about express production options. We’ll do our best to accommodate.

AURAYA is not responsible for lost, stolen, or misdelivered packages marked as “Delivered” by the shipping carrier. In any account you have given us the wrong address, we are not liable for the contents of the package and are not obligated to give you a refund. In any account that a package is lost or stolen and you have not paid for shipping with insurance, we are not liable for the contents of the package and are not obligated to give you a refund.

8. Cancellations

Cancellations must be requested within 48 hours of placing your order. After this period, your piece will already be in production and we’re unable to accommodate changes or cancellations. Refunds are not available once production has begun.

9. Bulk Orders

• How to Apply: For bulk order quotes, custom design requests, or wholesale pricing, please email our team directly at support@aurayajewelry.com with:
  
  
  1. The specific product(s) you’re interested in
  2. Quantity needed
  3. Desired delivery date
  4. Any custom requirements (e.g., engraving accepted only for ≥50 pieces)
  
  
• What to Expect: We’ll respond within 2 business days with a personalized quote, adjusted production timelines (for larger quantities), and discount options tailored to your order size.
  
  
• Note: Bulk orders may qualify for extended production times (3–4 weeks) depending on volume, but we’ll work with you to meet your deadline. 

10. Warranty Policy

We offer free replacement for products that arrive damaged or have manufacturing defects, within 100 days of the delivery date. Please contact support@aurayajewelry.com  with photos and your order number for assistance.

Please Note:
- All defects like breakage or tarnishing, are covered under this warranty — we’ll make it right with a quick, free replacement.
- It does not cover issues resulting from misuse, accidental damage, or unauthorized modifications.

We stand by the craftsmanship of our products and are always happy to help if you have any questions about your jewelry or our warranty coverage.

THANK YOU FOR SUPPORTING AURAYA!