FAQ
Frequently Asked Questions
Can’t find what you’re looking for? Email us at support@aurenori.com and we’ll be happy to help.
Ordering
Will I receive an order confirmation?
Yes. A confirmation email is sent automatically to the email address you provided at checkout. Please check your spam or junk folder if you don’t see it within a few minutes.
Can I change or cancel my order after placing it?
We process orders quickly. If you need to make a change or cancellation, please email support@aurenori.com as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.
Can I update my shipping address after ordering?
Please contact us at support@aurenori.com immediately. Address changes can only be made before your order is dispatched.
Shipping
Which countries do you ship to?
We currently ship to: Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, and United States.
If your country is not listed, please contact us before ordering.
How long does delivery take?
Orders are normally dispatched on the same day they are placed. Please note that same-day dispatch does not mean same-day delivery — estimated delivery is 3–7 business days after dispatch, depending on your location. Delivery times are estimates and may vary due to carrier or customs delays.
Which carrier will deliver my order?
We select the most suitable carrier based on your delivery address, destination, service availability, and delivery efficiency. We generally prioritise FedEx and UPS, but may also use other trusted carriers when appropriate.
How do I track my order?
Once your order is dispatched, you will receive a shipping confirmation email with a tracking number and link. Please allow up to 24 hours for tracking to update.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties or import taxes levied by your country. These charges are the responsibility of the recipient and are not included in your order total. Please check with your local customs authority for guidance before ordering.
My tracking hasn’t updated in several days. What should I do?
Tracking updates can sometimes be delayed, especially during transit between countries. If there has been no movement for more than 7 business days, please contact us at support@aurenori.com with your order number and we will assist with a carrier investigation.
My order shows as delivered but I haven’t received it. What should I do?
Please first check with household members, neighbours, and building management, and contact your carrier directly with your tracking number. Then email us at support@aurenori.com with your order number and tracking details so we can assist.
Please note that a replacement or refund is not automatic until the delivery issue has been verified. If the parcel is confirmed lost by the carrier following investigation, AURENORI will offer either a replacement shipment or a full refund.
Returns & Refunds
What is your return window?
Return requests must be submitted within 30 days of the delivery date. Items must be unworn, unused, undamaged, and in original packaging.
How do I start a return?
Email support@aurenori.com with your order number and reason for return. For damaged or incorrect items, please include photos. Do not send anything back until you have received return instructions from us.
When will I receive my refund?
Approved refunds are normally issued within 3–5 business days after the returned item has been inspected. After the refund is issued, your bank or payment provider may require additional time to post the funds to your account.
Do you offer exchanges?
We do not offer direct exchanges at this time. Please return the original item (subject to eligibility) and place a new order for the item you would like.
Products
Will my natural stone look exactly like the photos?
Natural stones are unique — each piece will have its own variations in colour, pattern, and texture. This is a natural characteristic and part of what makes each AURENORI piece one of a kind. Minor variations from product photos are normal and not considered defects.
How do I find my bracelet size?
Wrap a flexible tape measure or a strip of paper around your wrist where you would like to wear the bracelet. Note the measurement in centimetres. Visit our Bracelet Size Guide for full sizing guidance.
How do I care for my jewelry?
Keep your pieces dry when possible, avoid contact with perfume, lotion, and chemicals, and store separately to prevent scratching. Visit our Jewelry Care page for full care instructions.
Meaning & Symbolism
What do the stone meanings represent?
Each AURENORI collection is inspired by traditional and symbolic associations with natural stones. These meanings are symbolic and cultural in nature — they are not guaranteed outcomes or medical claims.
- Protection — associated with stones traditionally linked to grounding, strength, and shielding energy.
- Calm — associated with stones traditionally linked to tranquillity, clarity, and emotional balance.
- Love — associated with stones traditionally linked to compassion, connection, and warmth.
- Strength — associated with stones traditionally linked to resilience, courage, and inner power.
- Luck — associated with stones traditionally linked to good fortune, opportunity, and positive energy.
- Abundance — associated with stones traditionally linked to prosperity, growth, and manifestation.
Stone meanings are symbolic and based on traditional associations. They are not intended as medical advice or guaranteed results.
Contact
How can I reach the AURENORI team?
Email us at support@aurenori.com. We aim to respond within 1–2 business days. You can also visit our Contact Us page.