Store Policy

1. My Order

   WHAT HAPPENS AFTER I SUBMIT MY ORDER VIA YOUR WEBSITE?

   When you place an order, your credit card goes through a process called an "authorization hold" for the total cost. This step makes sure your card is real and that you have enough money to finish the online purchase. This amount is then set aside and subtracted from your credit card's spending limit. Although this money is set aside and taken off your spending limit, it doesn't actually get sent to us until we officially collect it after ID Verification.

   HOW LONG DOES A CREDIT CARD AUTHORIZATION LAST?

   The "authorization hold" on your credit card can stay active for up to a week. During this time, we have the option to officially collect the money from your account. If we don't do this within the 7-day window, the hold is canceled. The money that was set aside then goes back into your account. How long it takes for this money to show up again in your account usually depends on your bank, but it's generally between 3 to 5 business days.

   WHAT IS VERIFICATION/EXTRA VERIFICATION ?

   Once you submit an order, it is forwarded to our Verification Department. Here, we scrutinize each transaction to detect any potential fraudulent activity. Depending on the specifics of the transaction, your order may be subject to an "Extra-Verification" process. In such cases, you will receive an email asking for identification documents, such as a Driver's License or Passport, along with the last four digits of the credit card used for the purchase. In rare circumstances, you may be required to send a photograph of yourself holding both your identification and credit card. An example photo will be included in the email for your reference. This procedure is implemented to confirm that the individual placing the order is indeed the authorized cardholder. Please note that these emails are not stored on our servers; and in the rare cases where this Extra Verification is deemed necessary, all sensitive material is immediately and permanently deleted at the time the order is accepted..

   How do I find my order number?

   Your Order # will be in your Confirmation Email, or when you log in to "My Account" on our website.

   Can I cancel or update my order?

   After you place your Order, we work swiftly to prepare your items for Shipping (Or Production on Made To Order and Custom pieces). You have the option to cancel or modify your order until it reaches the point where it's being set up for shipment. If you wish to cancel or make changes to your order, you can reach out to us by emailing info@aurigajewelry.com. Our Customer Service is available from Monday to Friday, 10 a.m. to 6 p.m. Eastern Standard Time.
   

   Can I change my address?

   If you notice that your address is wrong, please get in touch with us as soon as possible. We'll do our best to update it for you. However, we can't promise that we'll be able to make the change before your items are shipped, since we aim to send out orders quickly. We will make every effort to correct it in time, and if need be, we can coordinate with the Shipping Provider to return the package (which is properly insured during transit).

   What do I do if my order arrives damaged?

   If this ever happens, please contact us as soon as possible at info@aurigajewelry.com.

2. Product Authenticity & Guarantee

   What if a piece gets tested as a different Material than what I purchased?

   We are committed to maintaining top-notch quality standards for all the jewelry pieces we sell. To ensure that the gemstones and metals in our products are genuine, we implement a rigorous verification process. We stand by the authenticity of our products, and in the unlikely event that any item is found to be inauthentic, we offer a complete 100% refund of your purchase. We stand by our Product and take every precaution to ensure you get the very best quality as advertised.

3. Shipping

   Does Auriga ship globally?

   We work with a reliable third-party service to handle international shipping. As of now, we can ship to The United States and Greece. We'll update this list as we expand our ability to serve more countries around the world. If the country you're interested in isn't listed, please check back with us for updates.

   Does Auriga ship to Puerto Rico, US territories or military bases?

   At this time, we don't offer shipping to Puerto Rico, U.S. territories, or military bases. We are working on expanding our shipping options and hope to include these locations in the near future.

   What are shipping options and costs?

   Auriga provides no-cost standard shipping for all orders within the U.S. If you need your items sooner, we also offer overnight delivery on weekdays to U.S. locations for a fee determined by the Shipping provider.

   We offer international shipping to specific countries through a reliable third-party shipping service. The majority of international orders are sent via DHL and typically arrive within 4 to 12 business days. The cost of shipping will be shown at checkout and varies based on your location and the level of service you choose. . If there are any duty and tax charges, these will also be displayed at checkout. For more information, you can reach out to Auriga's Support Team by sending us an email at info@aurigajewelry.com.

   How do I track my order? What is the status of my shipment?

   After your order is SHIPPED, you should receive an email that includes a link to track your package's progress. If you don't see this email, it's a good idea to check your other email folders, including junk, spam, and promotions. If you still can't locate the tracking information, please contact us at info@aurigajewelry.com for assistance.
   

   Where do you ship from?

   Most of our packages are shipped from our main offices, which are located in New York, New York.

   Signature Confirmation Policy

   For orders that exceed $150 USD, a signature is required upon delivery. If you're unable to sign for the package, you have the option to use FedEx Delivery Manager to have it held at a FedEx office or an approved location. Be advised that because of our Shipping Insurance and ID Verification Process, we CANNOT remove the “Signature Requirement” for your delivery.

   It's important to note that Auriga will not be responsible for any theft or damage that may happen to your package, as the item is in possession of the Shipping Provider (a separate Business) during this time. In the event that theft or damage occurs, you must open a claim with the Shipping Provider. From there we can assist you to help influence a favorable outcome if you Email us at info@aurigajewelry.com.

4. Returns & Refunds

   How do I return a Auriga item?

   Auriga fully backs the quality of our products. For purchases shipped to U.S. addresses, we have a 14-day return policy that starts from the day you receive your product. Unfortunately, we can't accept returns or exchanges for international orders at this time. Within the U.S., items can be returned for a refund, store credit, or exchanged for another item, as long as they are in a condition suitable for resale and returned within 14 days. They must also be in their original packaging and include any free gifts that came with the purchase. There are some exceptions; for example, items that show signs of wear, damage, or have been altered in any way (like engraving or resizing) are not eligible for return or exchange. All returned items will go through a quality check before we accept them. To initiate a return, please visit www.aurigajewelry.com/return.

   Please be aware that when you RETURN products, you'll be refunded only for the items themselves; any additional shipping fees you may have paid for faster delivery will not be included in the refund. It's important to return the item in its original Auriga packaging, as this helps keep the jewelry safe during shipping. Likewise, if you received a free gift with your purchase and don't return it, another $100 will be deducted from your refund.

   REFUNDS for returned items will be credited back to your original payment method within 10 to 20 days after the return is received. This time frame includes both the inventory tracking and the refund processing, in accordance with standard banking practices. If the credit card account you used for the purchase is now closed, please contact us at info@aurigajewelry.com for further assistance.

   Items that are Vintage, Made-To-Order, or personalized in any way, such as engraving or customization, are not eligible for returns.

   If you have any questions or need further clarification, please reach out to the Auriga's Support Team by sending us an email at info@aurigajewelry.com.

   How does Instant Credit work for Exchanges?

   Most Customers prefer to opt for an EXCHANGE rather than a refund when the need should arise. Our system is set up to give immediate credit that eligible customers can use for an exchange before we actually get the returned items. If you don't use all or any of this instant credit, we'll refund the unused amount back to your original way of paying as soon as we receive and process the returned items.

   Are custom items eligible for refund?

   No, we do not accept returns on our custom items.

   Holiday Return and Exchange Policy

   For purchases made between November 1st and December 31st, our Return & Exchange Policy is extended to 30 days from the date you receive your product. All of the standard conditions for Returns and Exchanges apply during this extended period.

5. Warranty & Insurance

   Warranty

   What is the Auriga warranty?

   We take great care in making each Auriga item and fully stand by the quality of our products. We offer a one-year warranty that guarantees each piece of Auriga jewelry will be free from manufacturing flaws. To activate this Warranty, you'll need to create an account on our website, aurigajewelry.com. For more details about Auriga's warranty, you can visit our Warranty page, which is linked at the bottom of our site.

   What does the warranty cover?

   Our Warranty covers Manufacturing Defects but does not cover wear and tear or damage incurred during use.

   Is the warranty transferable?

   No, the Warranty is only valid for the original purchaser and is not transferable.

   What is the process for claiming the warranty?

   To claim the Warranty, please log into your account on our website and follow the instructions for Warranty Claims.

   Are there any fees associated with warranty repairs?

   Warranty repairs are free of charge, but customers are responsible for shipping costs to and from our repair center.

   What if my item is discontinued?

   If the item you purchased is no longer available, we will offer a replacement of equal or greater value.

   Are vintage items eligible for the Auriga warranty?

   No. The Auriga Warranty extends only to products crafted by Auriga.

   Insurance

   Does Auriga offer insurance? How should I insure my Auriga item?

   At this time, Auriga doesn't provide insurance for the jewelry we sell. We suggest reaching out to an independent insurance company or your own insurance provider to explore options for insuring your Auriga jewelry.

   Why doesn't Auriga offer insurance?

   At this time, we focus on providing high-quality products and have not expanded into offering insurance services.

   What type of insurance should I consider for my Auriga jewelry?

   We recommend looking into a specialized jewelry insurance policy or adding a rider to your homeowner's or renter's insurance.

   How do I get my AURIGA jewelry appraised for insurance purposes?

   You can get your Auriga jewelry appraised by a certified gemologist. Some insurers may also require an official receipt from Auriga. Auriga is also able to provide you with an appraisal for items purchased from us.

   What should I do if my insured jewelry is lost or stolen?

   If your insured jewelry is lost or stolen, contact your insurance provider immediately to start the claim process.

   Will my insurance cover repairs?

   Coverage for repairs depends on your specific insurance policy. Please consult your insurance provider for details.

   Conditions & Exclusions

   • The Warranty is available only to the person who purchased the item from Auriga, or to whom the item was directly shipped by Auriga.

   • Only pieces crafted by Auriga are eligible for the warranty. Vintage items are excluded.

   • Maintenance, repair, sizing or other service performed by someone other than Auriga will void your Warranty.

   • Fine jewelry can be subjected to normal wear or and in select cases significant damage. We do not warrant damage due to normal wear, product loss, loss of stones, or theft.

   Some examples of common jewelry issues that would not be considered manufacturing defects include:

   1. Discoloration of precious metals due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.

   2. Tarnishing of precious metals.

   3. Prongs, clasps, mechanisms and precious metals, in general, wear over time and may require “building up” or restoration work as a result of normal wear.

   4. Lost stone or a stone that has fallen out due to chipping or breaking caused by normal wear or other damage, or wear and tear to a prong or setting.

   5. Damage to stones, including chips, cracks, surface abrasion resulting from impact and from normal wear.

   6. Discoloration or degradation of polish of pearls and stones based on exposure to chemicals.

   7. Scratches, dents, cracks, or surface abrasions to precious metal surfaces, enamel, or ceramic material resulting from normal wear.

6. Payment & Taxes

   Payment

   What payment options does Auriga support?

   Auriga accepts all major credit cards as well as Apple Pay and PayPal. Auriga also partners with Affirm.

   Is my payment information secure?

   Yes, all payment information is encrypted and securely stored.

   Do you offer any discounts or promo codes?

   Yes, we occasionally offer discounts and promo codes. Sign up for our newsletter to stay updated.

   Can I use multiple payment methods for a single order?

   Currently, we only allow one payment method per order.

   What happens if my payment is declined?

   If your payment is declined, your order will not be processed. Please check your payment details and try again.

   Do you offer gift cards?

   Yes, we offer digital gift cards that can be used for any purchase on our site.

   How does Affirm work? Are there additional fees?

   Affirm is a way to pay for your online purchases without using a credit card. It lets you break down the cost of what you're buying into smaller, set payments that you make every month. You can choose to pay over 3, 6, or 12 months. If Affirm says yes to giving you a loan, you'll know all the details before you buy anything. This includes how much you'll pay each month, how many payments you'll make, and any interest charges. There are no hidden costs. The interest rate for an Affirm loan can be anywhere from 10% to 30%. Affirm will tell you about any fees upfront, so you'll know exactly what you're getting into. If you have more questions, you can find answers on Affirm’s website.

   Taxes

   How is sales tax calculated?

   Sales tax is calculated based on the shipping address and the current tax rate for that location.

   Is sales tax included in the price?

   Sales tax is not included in the item price and will be added during checkout. Please note that tax rates are subject to change and may vary depending on local tax laws.

   Do you charge tax on gift cards?

   No, gift cards are not taxed, but purchases made with gift cards will be subject to tax.

   What if I'm tax-exempt?

   If you are eligible for tax-exempt status, please contact us at [email address] with your documentation for verification.

   Do you offer VAT refunds for international customers?

   Currently, we do not offer VAT refunds for international orders.

7. Sizing

   How do I measure my ring size? Wrist size? Neck size?

   Please see our size guides for step-by-step instructions. You can find these guides on our website at www.aurigajewelry.com. If you still have questions, feel free to reach out to our concierge to set up a one-on-one style session. An Auriga Stylist will gladly help you figure out your sizes.

   Does Auriga offer resizing?

   At this time, we can only offer complimentary resizing services on rings for customers who live in the U.S. For other types of resizing, we'll look at each request on a case-by-case basis. To find out how to get your item resized, contact Auriga's Team for details and assistance info@aurigajewelry.com.

   Does Auriga offer sizes not listed on the site?

   Yes. Auriga offers select additional sizes. Contact Auriga's Team for details and assistance info@aurigajewelry.com.

   How accurate are your size guides?

   Our size guides are very accurate and are designed to help you find the best fit. However, sizing can vary slightly based on the design of the jewelry.

   Do you offer half sizes?

   Yes, we offer half sizes for certain ring designs. Please check the product details for availability.

   What if I order the wrong size?

   If you order the wrong size, we offer a one-time complimentary resizing for customers in the U.S. Additional resizing may incur a fee.

   Can I get my jewelry resized locally?

   While you can get your jewelry resized locally, doing so may void any existing warranty on the product.

   How long does resizing take?

   Resizing usually takes about 2-4 weeks, not including shipping time.

   Is there a cost for resizing?

   Resizing is free for the first time for customers in the U.S. Subsequent resizing may come with a fee.

   How do I measure my size at home?

   You can measure your size at home using a string and a ruler. Detailed instructions can be found in our size guide.

   Do you offer custom sizes?

   Custom sizes are available for certain products. Please contact our concierge for more information.

8. Sustainability & Sourcing

   Where are Auriga items sourced?

   Auriga works with talented makers from different parts of the world. We choose our partners based on the unique skills and craftsmanship they offer, which helps bring our designs to life. Most of our main partners are in Italy, Germany, Thailand, India, and the United States. We're extremely selective about where we get our materials from, making sure to avoid areas that are dealing with conflicts.

   Are Auriga diamonds certified conflict free?

   Auriga follows the Kimberly Process Certification Scheme (KPCS), which is based on a United Nations Resolution from 2000. This process aims to stop the trade of diamonds that come from conflict zones. The Kimberly Process uses a warranty system that tracks diamonds from their source to the final product. Every rough diamond has to have a validated KPCS certificate to move through the supply chain. We at Auriga make sure that all our diamond suppliers and makers provide this certificate, so we know the diamonds are conflict-free.

   How should I recycle Auriga packaging?

   Our online shipping boxes are completely recyclable. Every package from Auriga is made out of 100% recycled materials and is designed to be kept and used again. We created these boxes to serve as keepsakes where you can store your jewelry or other special items.

   Where do you source your metals and gemstones from?

   We source our metals and gemstones from certified suppliers who adhere to ethical and sustainable practices.

   Do you offer any eco-friendly or lab-grown alternatives?

   Yes, we offer lab-grown diamonds and other eco-friendly gemstone options. This will be clearly noted in the Item description on the Item Page of our online store.

   Is your packaging eco-friendly?

   Yes, all our packaging is made from 100% recycled materials and is designed to be reusable.

   Do you have any certifications for sustainability?

   We are in the process of obtaining various sustainability certifications to further validate our commitment to ethical sourcing and environmental responsibility.

   How do you minimize waste in your production process?

   We use a lean manufacturing approach to minimize waste, and any waste that is produced is recycled or repurposed.

   Do you have a recycling program for old jewelry?

   We are currently developing a recycling program where customers can send back old jewelry for recycling or repurposing.

   What steps are you taking to reduce your carbon footprint?

   We are actively working on reducing our carbon footprint by optimizing our supply chain and using renewable energy sources wherever possible.

   Are your products cruelty-free?

   Yes, we ensure that no animals are harmed in the sourcing and production of our products.

   Do you use fair labor practices?

   Absolutely, we only partner with suppliers and manufacturers who adhere to fair labor practices.

9. Repairs

   Can I have my Auriga piece repaired?

   Each piece of Auriga jewelry is made with great attention to detail, following the highest quality standards. Right now, we can only provide repair services to customers who live in the U.S. If you need a repair, please contact us by email at info@aurigajewelry.com. For those living outside the U.S. who need a repair for their Auriga jewelry, you can also contact us through the same email address.

   What is the cost to have a Auriga item repaired?

   All repairs are individually assessed and a service quote is provided. Once approved, we will work swiftly and carefully to complete the service.

   How long does it take to have an item repaired?

   Repairs usually take about 3 to 4 weeks to complete. But if we need a special part, it might take a bit longer. We'll let you know the timeline before we start the repair.

10. Customs, Made To Order and Pre-Orders

    What is the Custom Jewelry Service?

    We offer a Custom Jewelry Service where we create a unique piece of jewelry just for you, adhering to the highest standards of design and craftsmanship.

    How do I get started with a custom project?

    To begin, you'll need to finalize the details of your custom order with us. You can contact our design team through the “Custom” link in our website header above.

    What are the details I need to provide for my custom order?

    You'll need to specify the project name, type of metal, approximate weight, and any gemstones or diamonds you'd like to include.

    Is there a design fee?

    Yes, we charge a non-refundable design fee which will be determined during your Consultation. This fee will be clearly communicated and agreed upon before we start any work, so there will be no surprises. Once the design is approved, this fee will be applied as an initial deposit towards your Custom Piece.

    Do I need to make a deposit?

    Yes, a Deposit of the total estimated cost is required to begin production. This will also be clearly communicated to you before the project starts. The remaining balance is due upon completion and your approval of the piece.

    Can I get a refund or return my custom piece?

    Once production has started, the Deposit becomes non-refundable. Custom pieces cannot be returned. If you cancel your order after production has started, you'll be responsible for any non-recoverable costs, in addition to the design fee.

    What if I need my piece resized?

    You're responsible for providing accurate sizing information before production starts. Resizing is available on a case-by-case basis for a flat fee of $50. Some pieces, like eternity bands or intricate settings, cannot be resized. Therefore, the Customer must provide accurate sizing information during the initial Consultation, otherwise there could be additional charges incurred on the part of the Customer.

    Will my custom piece be appraised?

    Yes, we provide Appraisal paperwork for all custom jewelry.

    Is there a Warranty on custom pieces?

    We offer a 1-year warranty on Custom Projects, effective from the date of purchase. This covers complimentary repairs for any damages not resulting from unusual or extreme wear. Note that the warranty does not cover loss, theft, or damage to center stones.

    Are there any additional fees for repairs on Customs?

    All repairs are free within the Warranty period, although shipping fees may apply. We reserve the right to assess the extent of the damage and may charge additional fees if necessary.

    How long does it take to receive a Made-To-Order item?

    Made-to-order items are custom made for our clients. 2-4 weeks is typically required to custom craft a Auriga piece.

    Can I cancel or return a made-to-order item?

    No. Made-to-order and Customized or engraved pieces cannot be canceled or returned.

    How long does it take to receive a pre-order item?

    Timing for pre-ordered items will vary. Typically, the wait is 8-12 weeks.

    Can I cancel a pre-order item?

    Yes, you may cancel a pre-order up until the time of product staging for delivery. Please contact us at info@aurigajewelry.com.

11. Customer Service

    Our Commitment to Excellent Customer Service:

    At Auriga, we're dedicated to giving you the best shopping experience possible. We believe that excellent customer service is more than just answering your questions; it's a commitment to making sure you're satisfied with your entire journey with us, from browsing to buying and beyond.

    Handling Inquiries, Complaints, and Feedback:

    We take all customer inquiries, complaints, and feedback seriously. If you have a question or concern, our customer service team is trained to resolve it as quickly and efficiently as possible. We use your feedback to continually improve our products and services. If you're not happy with your purchase or experience, we want to know so we can make it right.

    Contact Information and Response Timeframes:

    You can reach out to our customer service team via email at info@aurigajewelry.com. Our typical response time is within 24 to 48 hours on business days. For more complex issues that may require more time, we'll keep you updated on our progress as we work to resolve the matter.

    We're here to help you every step of the way, and we won't be satisfied until you are. Thank you for choosing Auriga.

12. Social Media & Reviews

    Engagement on Social Media Platforms

    At Auriga, we love connecting with our customers through social media. It's a great way for us to share updates, offer special promotions, and hear what you think. While we encourage open dialogue, we also have a responsibility to create a safe online environment for both our customers and employees. We reserve the right to remove comments or posts that are offensive, inappropriate, or harmful.

    Guidelines for Reviews and Comments

    We appreciate your feedback and reviews, as they help us improve and serve you better. If you have a concern or issue, our customer service team is eager to help. While you can reach out to us through our social media inbox, for faster and more effective assistance, we recommend filing a Service Ticket through our website and Live Chat System. This ensures that your issue is properly tracked and resolved in a timely manner.

    Social Media Contests and Promotions

    From time to time, we may run contests or promotions on our social media platforms. Each contest will have its own set of rules and guidelines, which will be clearly stated in the contest announcement.

    Participation in these contests implies that you agree to these terms. Please note that all contests are subject to local, state, and federal laws and regulations.

    By engaging with us on social media, leaving reviews, or participating in our contests, you agree to abide by this Social Media and Review Policy. Thank you for being a valued Auriga customer.

13. Code of Conduct & Ethics

    Expected Behavior:

    At Auriga , we're committed to maintaining a respectful and safe environment for both our employees and customers. We expect all interactions, whether in-person, online, or over the phone, to be conducted in a polite and professional manner.

    Prohibited Actions:

    We have zero tolerance for any form of harassment, discrimination, or fraud. This includes, but is not limited to, offensive language, aggressive behavior, and any attempt to deceive or scam the company or other customers.

    Consequences for Violating the Code:

    Violating this Code of Conduct and Ethics will result in immediate action. Depending on the severity of the violation, consequences may range from a warning to legal action. We also reserve the right to refuse service to any customer for any reason, especially if this Code of Conduct is violated.

    By engaging with Auriga, you agree to abide by this Code of Conduct and Ethics. Thank you for your cooperation and for being a valued customer.

14. Store Security

    Physical Store Security:

    For those who visit our physical locations, we want you to know that your safety is a top priority. We have multiple security measures in place, including surveillance cameras and security personnel, to ensure a safe shopping experience.

    E-Commerce Website Security:

    When it comes to our online store, we use state-of-the-art security technology to protect your personal information. Our website is equipped with Secure Socket Layer (SSL) encryption, making sure that all data transferred between your web browser and our website is secure.

    Credit Card and Data Security:

    We understand that the security of your credit card information and personal data is crucial. That's why we comply with industry-standard security protocols and regularly update our systems to tackle emerging security threats. In the unlikely event of a data breach, we will promptly inform affected customers and take immediate steps to remedy the situation.

    By shopping with Auriga, you can be confident that we are taking all necessary steps to protect your personal information. Thank you for trusting us with your shopping needs.

15. Force Majeure

Neither party will be held accountable for not meeting their responsibilities under this contract, except for payment duties, if they are unable to do so due to circumstances beyond their control ("Impacted Party"). These circumstances, known as "Force Majeure Events," include but are not limited to natural calamities, health crises, military conflicts, civil disturbances, governmental actions, and economic upheavals.

The Impacted Party must inform the other party within 15 days of the event, indicating how long they expect the disruption to last. They must make a sincere effort to resolve the issue and lessen its impact. Once the situation is under control, they should resume their contractual duties as quickly as possible.

If the Impacted Party is unable to resolve the issue within 30 days after notifying the other party, then the other party has the right to terminate contracts related to Custom Projects and all monies paid will be forfeited. Be advised that any “Pay over Time” Financing will be an Agreement between the Customer and a 3rd Party Financing provider that will engage with the Customer under a separate Agreement.

When the unexpected happens, we're here to help you every step of the way, and we won't be satisfied until you are. Thank you for choosing Auriga.

By using the Auriga website and engaging with our public social media platforms, you agree to abide by the Terms and Conditions outlined in this Store Policy.