How can we help you?
Do you have a question? Check out our FAQ.
product information
What are lab-grown diamonds?
Our lab-grown diamonds are created using advanced technology and possess the same physical and chemical properties as natural diamonds. They are graded on the 4Cs - carat, clarity, color and cut - just like mined diamonds, and offer exceptional brilliance and value with fewer impurities.
What are moissanite diamonds?
Moissanite is a lab-grown gemstone that closely mimics the brilliance and durability of natural diamonds. It is an affordable and sustainable alternative, and all of our moissanite stones fall in the DF color range, guaranteeing nearly colorless beauty and impressive clarity.
What makes 18k gold special?
Our 18k gold jewelry contains 75% pure gold and offers a rich, radiant hue that combines beauty and durability in perfect balance. It is the ideal choice for those seeking a luxurious, opulent look that can be worn both everyday and on special occasions.
Why use 925 sterling silver?
Our jewelry is crafted from 925 sterling silver, which is 92.5% pure silver and 7.5% alloyed metals. This ensures a strong and durable piece that will retain its shine and is ideal for both everyday wear and long-lasting elegance.
Order
Can I cancel/update my order or change my shipping address?
We place great importance on shipping orders quickly, which limits our ability to process cancellation requests or changes. For assistance, please contact our Customer Service team.
For monogrammed and engraved pieces, changes or cancellations are unfortunately no longer possible after the order has been placed.
I have not received an order confirmation or order number?
You may have accidentally entered a typo in your email address or used an invalid email. Please send us your full name, postcode and an alternate email address so we can locate your order and resend the confirmation.
How can I contact you?
If you would like to contact us, please use our contact form in the Help Center so that your request is forwarded to the correct department and processed!
My order is delayed, when will I receive it?
If your order has not been processed by the estimated ship date, our customer service team will contact you with an update within 24-48 hours (so keep an eye on your inbox!). Keeping you informed is our top priority, and we appreciate your patience. As always, if you have any questions, feel free to contact us via live chat or email ( contact@aurelior.com ).
Returns & Exchanges
What is the return policy?
We offer a free 30-day return policy for customers in the US, Canada, UK, Australia and EU. Please note that shipping costs are non-refundable. For returns from the EU, a return fee of 20 CHF will be deducted from your refund, and for other countries, a return fee of 30 CHF will apply. The return window starts from the day your shipment was delivered or picked up.
Conditions for a return:
- Items must be in their original condition, with no signs of use or damage.
- All original packaging (labels, box and bag) must be included.
- Items purchased as part of a set must be returned together.
- For laboratory-made diamonds, the SCS certificate must be included.
Non-returnable items:
- Engraved and monogrammed products
- Earrings used during a piercing appointment
- gift cards
- jewelry care sets
How can I return or exchange my purchase?
To initiate a return or exchange, simply contact us at contact@aurelior.com and we will provide you with instructions on how to proceed.
When will I receive my refund?
Once the returned items are received at our warehouse, the refund will be processed within 5-7 business days. You will receive a confirmation email once the refund is completed. Depending on the payment method, it may take additional time for the refund to appear in your account.
Shipment
What shipping options and rates do we offer?
We offer international shipping with standard and express options:
- International Standard Shipping : CHF 7.50 (Estimated delivery time: 7-10 business days)
- Free International Standard Shipping : For orders over CHF 150 (Estimated delivery time: 7-10 business days)
- International Express Shipping : CHF 18.00 (Estimated delivery time: 5-7 business days)
- Free Express Shipping Upgrade : For orders over CHF 250 (Estimated delivery time: 5-7 business days)
Actual delivery time may vary depending on destination and customs clearance.
How long does delivery take?
The total delivery time includes both processing and shipping time:
- Processing time : 1-3 business days
- Shipping time : Standard delivery (7-10 working days) or express delivery (5-7 working days)
Please note that customs clearance may delay shipping to some countries and delivery times may, in rare cases, be up to 15 days.
Do you offer international shipping?
Yes, we offer international shipping to most countries. Shipping costs and delivery times may vary depending on destination.
product care
Do I have a guarantee?
At Aurelior we offer you a 2-year warranty. From the date of purchase, we will take care of any issues related to defects in materials or workmanship.
Our jewelry is handcrafted by skilled artisans using responsibly sourced materials to ensure each piece is made to last. We stand behind the quality of our products, which is why we offer this 2-year warranty. Please note, however, that the warranty does not cover lost items, scratches or wear and tear from normal use (such as bent rings or broken chains), improper care, or alterations by third parties outside of Aurelior.
How do I care for my jewelry?
For tips on caring for your jewelry, visit our Jewelry Care Guide .
How do I use my polishing cloth?
To preserve the shine of your jewelry, gently rub the surface with the polishing cloth. Be sure to wash your hands afterward to remove any remaining cleaning products.
It's normal for the cloth to have a dark residue - it means it's doing its job well! The cloth contains a small amount of cleaning agent that will absorb dirt, oil and other residue from your jewelry. Avoid washing the polishing cloth as this will reduce its effectiveness. Keep it out of the reach of children.
Do you still need help?
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