HELP & FAQS
Materials & Jewelry Care
WHAT MATERIALS DO YOU USE?
We use a curated selection of high-quality metals designed for longevity and style. Our collection features 18k Gold PVD and 18k Gold Vermeil over premium bases including Surgical-Grade Stainless Steel, Solid Sterling Silver, and Jeweler's Brass. Each piece is lead and nickel-free, making them safe for sensitive skin.
IS YOUR JEWELRY WATERPROOF?
Waterproof Essentials: Our Gold PVD pieces (typically on a Stainless Steel or Brass base) are highly resistant to water, sweat, and heat. These are designed for daily, "life-proof" wear.
Fashion & Demi-Fine: For our Gold Plated and Gold Vermeil pieces, we recommend removing them before showering or swimming to protect the gold layer and maintain its brilliant shine over time.
WILL IT TURN MY SKIN GREEN?
No. We prioritize high-grade metals and professional vacuum-coating/plating processes to ensure our jewelry does not leave green marks. While some metals like brass may naturally oxidize (darken slightly) over time if exposed to heavy moisture, they will not discolor your skin.
CAN I WEAR MY JEWELRY AT THE GYM OR IN THE SHOWER?
Our Gold PVD collection is designed for an active lifestyle and can withstand sweat and water. However, for all other pieces, we recommend removing them before high-intensity workouts, swimming, or showering to prolong the life of the plating.
HOW DO I CARE FOR MY JEWELRY?
To keep your pieces looking their best:
- Wipe with a soft, dry microfiber cloth after each wear.
- Apply perfumes and lotions before putting on your jewelry.
- Store your pieces in their original pouch to prevent scratches and oxidation.
Sizing & Fit
HOW DO I WEAR AN EAR CUFF?
No piercing is required. Simply slide the cuff onto the thinnest part of your upper ear cartilage, then slide it down and inward until it sits securely.
ARE YOUR EAR CUFFS ADJUSTABLE?
It depends on the design. Many of our cuffs are non-adjustable to maintain their structural integrity and unique shape. However, some designs allow for a slight adjustment.
- Tip: If your cuff feels flexible, you may gently apply pressure to tighten or loosen it. If the cuff feels rigid, please do not force it, as this may damage the metal.
HOW DO I FIND MY RING SIZE?
We use US Ring Sizing as our standard. To help our global community in the UK, Australia, and Europe, we provide a comprehensive Size Conversion Chart that includes an international conversion chart and simple measurement instructions.
Please note: As part of our commitment to quality, we recommend double-checking your size, as most of our rings are crafted for durability and are not adjustable.
Shipping & Orders
WHERE DO YOU SHIP FROM?
All orders are carefully packaged and shipped from our studio in Hong Kong.
DO YOU SHIP WORLDWIDE?
Yes! Aurous Atelier is proud to offer reliable, tracked shipping to the United States, as well as the UK, Australia, Canada, and Europe. While these are our primary shipping destinations, we also deliver to many other regions globally. Every order is dispatched with a dedicated tracking number to ensure a seamless experience.
HOW LONG DOES SHIPPING TAKE?
Standard local shipping typically takes 1-3 business days once your order has been processed.
International Shipping
USA: 7-11 business days for all jewelry orders.
UK, Canada & Australia: 7-12 business days for all jewellery orders.
Europe: 7-14 business days.
Other Region: 10-14 business days.
HOW CAN I TRACK MY ORDER?
Once your order is dispatched, you will receive a confirmation email with a tracking number so you can follow its journey.
WILL I HAVE TO PAY CUSTOMS/DUTIES?
At Aurous Atelier, we aim to provide a seamless shopping experience for our global community
- USA: Due to our optimized shipping and logistics partnerships, the majority of our orders to the United States arrive without additional import taxes or duties.
- Australia: Orders under $1,000 AUD are generally exempt from import duties.
- UK, Europe, and Canada: Orders may be subject to local VAT, GST, or import duties as determined by your local customs office. These fees are the responsibility of the recipient.
We recommend checking with your local customs authority for specific rates, as these charges are out of our control and ensure your pieces are delivered legally and safely to your door.
Returns & Gifting
WHAT IS YOUR RETURN POLICY?
We accept returns on unworn items in their original packaging within 30 days of delivery. However, for hygiene reasons, earrings and ear cuffs are final sale and cannot be returned.
IS MY ORDER GIFT-READY?
Yes. We believe the unboxing experience is part of the jewelry's charm. Every piece arrives tucked inside our signature branded jewelry pouch, making it ready to be gifted the moment it arrives. To ensure it’s a perfect surprise, we never include pricing information on our packing slips.
HOW WILL MY ORDER BE PACKAGED FOR SHIPPING?
To ensure your pieces arrive in pristine condition, we use tiered packaging:
Single Items: Sent in our secure, cushioned signature mailers to ensure a slim, protected arrival.
Orders of 2+ Items: Dispatched in our reinforced branded courier boxes for extra protection of your collection.
CAN I INCLUDE A GIFT NOTE?
Yes! You can add a personalized message in the "Notes" section at checkout. We will print your message on a premium branded gift card and include it with your order for a thoughtful, professional touch.
Security & Payment
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (Visa, Mastercard, American Express, UnionPay), Apple Pay, Google Pay, and PayPal. All transactions are processed through a secure, encrypted payment gateway.
WHICH CURRENCY WILL I BE CHARGED IN?
To make your shopping experience as easy as possible, our store automatically displays prices and processes payments in your local currency for most major regions (including USD for our US customers). If your local currency is not supported, the checkout will default to USD.
IS IT SAFE TO SHOP ONLINE WITH AUROUS ATELIER?
Absolutely. Our store is powered by Shopify, which is Level 1 PCI DSS compliant. This is the highest industry standard for e-commerce security. Ensuring that your personal and payment information is kept strictly confidential and secure.
ARE THERE ANY HIDDEN FEES AT CHECKOUT?
We believe in full transparency. The price you see at checkout is the price of your jewelry and shipping. While international customs or import duties are determined by your local government and are not controlled by us, we ensure there are no hidden processing fees on our end.
DO YOU ACCEPT LOCAL PAYMENT METHODS LIKE FPS?
Yes! For our Hong Kong customers, we offer FPS (Faster Payment System). Simply select "Manual Payment / FPS" at checkout. Once your order is confirmed, you will receive a follow-up with the specific transfer details to finalize your purchase.
Sustainability & Support
HOW DOES AUROUS ATELIER APPROACH SUSTAINABILITY?
We believe in Conscious Luxury—the idea that the most sustainable piece of jewelry is one that lasts for years, not weeks. By specializing in high-quality 18k Gold PVD, we offer durable, "life-proof" pieces designed to resist tarnishing. Our goal is to move away from the cycle of disposable fashion by providing timeless designs that stay in your collection rather than a landfill.
IS YOUR PACKAGING ECO-FRIENDLY?
Yes. We prioritize high-quality, reusable jewelry pouches over traditional, single-use bulky boxes. These are designed for elegant storage and travel, significantly reducing environmental waste while keeping your treasures protected.
WHAT SHOULD I DO IF MY JEWELRY LOOKS DULL?
To ensure your pieces maintain their luster, we include a complimentary Aurous Atelier polishing cloth with every order. A gentle wipe after each wear to remove skin oils or perfume residue will restore its signature glow instantly. For a deeper clean, mild soapy water and a soft cloth are all you need.
DO YOU OFFER A WARRANTY?
Yes. We stand behind our quality with a 1-Year Limited Warranty from the date of purchase. This covers manufacturing defects and ensures your pieces meet our high standards. Please note this does not cover normal wear and tear, improper storage, or damage caused by attempting to bend non-adjustable designs.
I RECEIVED THE WRONG ITEM OR A DAMAGED PIECE. WHAT SHOULD I DO?
We are so sorry for the inconvenience! Please contact us at support@aurousatelier.com within 48 hours of delivery with your order number and a photo of the item. We will prioritize a solution for you immediately.