Frequently Asked Questions
Have questions? We're here to help.
Browse the FAQs, and if you don’t find what you need, feel free to contact us anytime.
Shipping
Where do you ship?
We currently ship to the United States, Switzerland, and Australia. We’re working on expanding to more regions and will share updates as soon as they’re available.
How long does delivery take?
Once shipped, orders typically arrive within 7–10 business days, depending on your location and carrier.
How much does shipping cost?
- Orders under $150: $7.99 flat-rate shipping
- Orders $150 and above: Free shipping
Shipping costs are calculated automatically at checkout.
What if my package is delayed?
Occasional delays can happen due to customs or carrier issues. If your order seems delayed beyond the expected timeframe, please reach out—we’re always happy to assist.
Return
Can I return my order?
Yes — we accept returns within 15 days of delivery for unused, unworn items in their original packaging.
Sale items, earrings (for hygiene reasons), and products marked non-returnable cannot be returned.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
How do I start a return?
Email us at support@aureselene.com with:
- Your order number
- Reason for return
- Photos of the item and packaging
We will review your request within 2–3 business days and send return instructions once approved.
When will I receive my refund?
After your return is delivered:
- Inspection takes 3–5 business days
- Approved refunds are issued to your original payment method
- Banks may take 5–10 business days to process the refund
Shipping fees are non-refundable.
What if my item arrives damaged or incorrect?
Contact us within 48 hours at support@aureselene.com with photos and your order number.
We will arrange a replacement, repair, or refund. Shipping fees on us.
Which items cannot be returned?
- Earrings (unless defective on arrival)
- Final Sale or Clearance items
- Items marked “non-returnable”
- Used, worn, or damaged items
Product Care
How do I care for 18k gold vermeil jewelry?
- Keep dry — remove before showering, swimming, or exercising
- Avoid perfume, lotions, and chemicals
- Clean with a soft, dry cloth (no liquid cleaners)
- Store in your pouch to prevent scratches and moisture
How should I clean natural gemstones?
- Wipe gently with a soft damp cloth
- Avoid chemicals, heat, and ultrasonic cleaners
- Store separately to prevent scratches
- Protect from impact or dropping
How do I care for pearls?
- Put on last, take off first
- Keep away from perfume, makeup, and heat
- Wipe with a soft cloth after wearing
- Store separately from other jewelry
- Never soak pearls in water or cleaning solutions
General care tips?
- Put jewelry on after skincare or perfume
- Remove before sleeping
- Keep pieces dry and clean
- Rotate your jewelry to extend vermeil longevity
