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Aurate New York Help Center

<h5 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:4pt;" id="pro-tip-head-on-over-to-our-product-page-and-click-on-specs-to-reveal-the-measurements-diamond-or-gemstone-quality-and-other-fun-stuff-that-you-need-to-know"><span style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Pro tip: head on over to our product page and click on Specs to reveal the measurements, diamond or gemstone quality, and other fun stuff that you need to know!</span></h5><h5 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:4pt;" id="feel-free-to-contact-the-care-team-if-you-need-additional-information-were-here-for-you"><span style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Feel free to contact the </span><a href="mailto:care@auratenewyork.com"></a><span style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><a href="mailto:care@auratenewyork.com">Care Team</a></span><span style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> if you need additional information. We&#x2019;re here for you!</span></h5><h5 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:4pt;" id><span style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><br></span></h5><p><span id="isPasted" style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><span style="border: none; display: inline-block; overflow: hidden; width: 624px; height: 312px;"><img src="https://uploads.gorgias.io/gpGJBxpAjm6YXZA5/undefined-918425c7-2961-43e6-bd23-988dcd559bd2" width="624" height="312" class="fr-fic fr-dii"></span></span><br></p>

I need more information on a product.

Our Jewelry

Where is my order?

What does in-stock or made-to-order mean?

How long does shipping take?

Can I update/ edit my order?

Can I cancel my order?

My order is past its expected ship date

What do I do if I receive a defective item or a wrong order?

My order is marked as delivered, but I did not receive it.

The item I received looks different from the image.

Orders & Fulfillment

What is your return policy?

How do I start a return?

How long does it take to process my return?

Can I return an international order?

Can I return a gift?

What does final sale or exchange only mean?

What is your exchange policy?

Tell me more about Exchanges.

Can I start an international exchange?

Exchanges

Returns and Exchanges

Tell me more about your Lifetime Guarantee.

What is included in your repair policy?

Do I have to pay for a repair?

How long is the repair process?

I have an issue with my item. Can I repair it?

Can I resize my ring?

Repairs

Lifetime Guarantee

I forgot to use my discount code.

Can I stack more than one discount code?

Can I use a discount code with my gift card?

Why won’t my discount code apply to my order?

Discounts & Promotions

Am I able to customize jewelry?

Why is a particular item no longer available on the website?

Explain the difference between Vermeil, 14K and 18K.

Can I get a certificate of authenticity?

I need help with my ring size.

Why is your jewelry leaving a stain on my skin?

Do you offer gift cards?

My gift card code doesn’t work. Help!

Does Aurate offer gift wrapping?

Can I include a personalized gift card message with my purchase?

Gifting

Vermeil Care Guide

14K Solid Gold Care Guide

18K Solid Gold Care Guide

Jewelry Care

What is your exchange policy on engagement rings?

How can I find out my engagement ring size?

Whoops, the engagement ring I ordered doesn't fit.  Can I have it resized?

How much does the virtual consultation cost?

Can I try it on before I buy?

What kind of metal does Aurate use for my engagement ring?

What is the quality of your stones?

Are your diamonds conflict free?

Do your engagement jewelry contain any nickel?

Can I have my diamond certified?

How long does it take to receive my engagement ring order?

Can I engrave or personalize my engagement ring?

How is my engagement ring order shipped?

Is my engagement ring shipment secure and insured?

Do you ship engagement rings internationally?

How can I take the best care of my diamonds?

How do I clean my jewelry?

How should I store my jewelry?

Can I see my diamond before you send it?

Can I get status updates on my engagement ring order?

Engagement Rings

Will I be charged for sales tax on my order?

What is Catch?

What is Klarna?

Payments

I canceled my order. When will I receive the refund?

I returned an order. When will I receive the refund?

I still have not received the refund. Help!

I placed an order using a gift card. Can I get a refund?

Refunds

Aurate's Fraud Prevention Explained

NoFraud Quick FAQ

Fraud Prevention

Pro tip: head on over to our product page and click on Specs to reveal the measurements, diamond or gemstone quality, and other fun stuff that you need to know!

Feel free to contact the Care Team if you need additional information. We’re here for you!

I need more information on a product.Updated a year ago

Pro tip: head on over to our product page and click on Specs to reveal the measurements, diamond or gemstone quality, and other fun stuff that you need to know!

Feel free to contact the Care Team if you need additional information. We’re here for you!