Orders
Will I receive an order confirmation?
After placing an order, check the email address used at checkout. If you cannot find the confirmation, check your spam or promotions folders, then contact Customer Care with your checkout email address.
Can I change or cancel my order?
Contact Customer Care as soon as possible with your order number and the exact change you need. Aura Pearl can review the request before processing or carrier handoff. Changes cannot be guaranteed after that point.
Can I change my delivery address?
Contact Customer Care as soon as possible with your order number, the address entered at checkout, and the corrected address. After carrier handoff, address changes depend on carrier rules and cannot be guaranteed.
Shipping
&
Tracking
Where does Aura Pearl ship?
Aura Pearl currently ships to the United States. Eligible shipping options are shown at checkout.
How much does shipping cost?
Aura Pearl offers free shipping for current U.S. orders.
How long will my order take?
Regular orders are processed within 5 business days. Estimated U.S. delivery is 3-5 days after the order is handed to the carrier. Delivery times are estimates.
When will tracking be available?
Tracking is added to your store account within 1 business day after the shipping label is created or the order is processed for shipment. Allow time for the carrier's first scan to appear.
What if tracking says delivered but I cannot find my package?
Check the delivery area, mailbox, reception, mailroom, parcel locker, safe-place notices, anyone at the address who may have accepted it, and the latest tracking update.
If the package is still missing, contact Customer Care with your order number, tracking number, destination ZIP code, and a short note about what you checked.
Will I need to pay duties or import taxes?
For current U.S. orders, Aura Pearl covers duties, import taxes, and customs clearance charges associated with the order.
Returns,
Exchanges
&
Refunds
What is the return and exchange window?
You may request a return or exchange within 30 days after delivery. If there is no clear delivery record, Customer Care will review the request case by case.
How do I request a return or exchange?
Email hello@aurapearljewelry.com. Include your order number, item name, delivery date, reason for the request, and clear photos if the item is damaged, defective, incorrect, or condition-related.
Wait for approval and return instructions before sending anything back.
What condition must a return be in?
Returned items should be unworn, unused, and in original condition. They should be free from perfume, skincare residue, visible wear, or customer-caused damage.
Return the original packaging, tags, cards, and included items when available.
Who pays for return shipping?
For returns not related to a confirmed quality issue, return shipping is the customer's responsibility. Use a tracked service and keep the receipt and tracking record until the return is resolved.
How do exchanges work?
Customer Care will confirm whether an eligible exchange will be handled as a replacement or as a return and new order, based on the item, stock, and request details. Personal-reason exchanges may include shipping costs and a price difference.
How will I receive a refund?
Approved refunds go to the original payment method. Aura Pearl processes approved refunds within 7 business days after receiving the returned item. Bank or payment-provider posting times may vary.
What if my item arrives damaged, defective, or incorrect?
Contact Customer Care as soon as possible with your order number, a short description, clear item photos, close-up photos of the issue, and packaging photos when relevant.
After review, the resolution may be a replacement, reshipment, return, or refund, depending on the confirmed issue and available stock.
Pearls
&
Materials
What type of pearls does Aura Pearl use?
Aura Pearl uses Freshwater Pearl and Baroque Freshwater Pearl where listed. Check the product page for the pearl type used in each design.
What are Baroque Freshwater Pearls?
Baroque Freshwater Pearls have organic, irregular shapes. They may look curved, elongated, asymmetrical, or sculptural.
Why does my pearl look different from the product photo?
Freshwater pearls can vary in shape, surface, tone, and glow. Product photos show the overall design and scale; the pearl you receive will have its own natural details.
Small growth lines, shallow dimples, uneven edges, and slight surface differences can be part of a pearl's natural appearance. Contact Customer Care with photos if you see damage or a construction issue.
What metal does Aura Pearl use?
Aura Pearl uses 925 Sterling Silver where listed. Check each product page for the confirmed materials, finish, closure, and dimensions.
Jewelry
Care
Can I wear pearl jewelry every day?
Freshwater pearl jewelry can be worn often with gentle care. Put it on after skincare, perfume, makeup, and hair products. Remove it before showering, swimming, exercise, sleep, or cleaning.
How should I clean freshwater pearls?
Wipe pearls with a soft, dry cloth after wear. If more cleaning is needed, use a lightly dampened soft cloth without soaking the piece, then dry it fully.
Avoid abrasive cleaners, chemical jewelry cleaners, ultrasonic cleaners, and steam cleaners.
Can 925 Sterling Silver tarnish?
Yes. 925 Sterling Silver may darken or dull with exposure to air, moisture, sweat, perfume, lotion, and some storage conditions.
Use a soft silver polishing cloth on accessible silver areas. Keep treated cloths and silver-cleaning products away from pearls.
Gifts
Can a gift recipient request a return or exchange?
Gift orders follow the standard 30-day return or exchange request window. The recipient should provide the order number or gift receipt if available, the recipient name, and clear product photos when condition is relevant.
Gift refunds normally return to the original purchaser and original payment method.
Contact
&
Privacy
How do I contact Customer Care?
Email hello@aurapearljewelry.com or use the online contact option on the website. We typically reply within 2 business days.
What should I include in an order message?
Include your order number, checkout email address, item name, and a clear description of the help you need. Add tracking details for delivery questions and photos for product-condition questions.
How do I make a privacy or personal-data request?
Contact Customer Care to request access, correction, deletion, or another action related to your personal data. Read the Privacy Policy for more information.