Aftercare & Repairs

Auralite jewelry is made to be worn and kept close. With thoughtful care, a piece can remain part of everyday life for a long time.

We review every aftercare and repair request individually. Because our designs use natural stones, delicate settings, and small-batch components, the available options depend on the condition of the piece and access to suitable materials. For one-of-a-kind stones or discontinued components, an identical replacement may not always be possible.

This support is offered in addition to any statutory rights you may have under applicable consumer law.

If something is wrong when your order arrives

Please inspect your order when it is delivered.

If an item arrives damaged, defective, or different from what you ordered, please contact us within 48 hours where possible. Include:

  • your order number;
  • a brief description of the issue;
  • clear photographs of the piece and its packaging.

Contacting us promptly helps us review the condition of the parcel and investigate the issue. The 48-hour request does not limit any statutory rights that may apply.

Please do not send an item back before receiving return instructions from us.

90-day complimentary craftsmanship support

Auralite pieces include complimentary craftsmanship support for 90 days from the date of delivery.

This support is intended for concerns that, after assessment, appear to result from the craftsmanship or assembly of the piece during normal wear and with appropriate care. Examples may include an assembly point, connection, or fastening that fails unexpectedly.

To assess a request, we may consider:

  • the construction and materials of the piece;
  • photographs of the affected area;
  • how and when the issue occurred;
  • signs of pulling, impact, moisture, chemical exposure, or other external damage;
  • the availability of suitable replacement components.

If the request is approved, we will offer the most appropriate complimentary solution available for the piece. Depending on the design and the nature of the concern, this may include a repair, replacement of an available component, or another reasonable resolution.

Any return instructions, shipping arrangements, and expected timeframes will be confirmed before the piece is sent back. Please do not return jewelry without prior written approval.

What complimentary craftsmanship support does not usually cover

The following situations are not normally treated as complimentary craftsmanship concerns, although a paid repair assessment may still be available where repair is possible:

  • normal wear and tear;
  • scratches, dents, or changes caused by regular use;
  • natural oxidation of sterling silver;
  • gradual fading or wear of gold-plated or gold vermeil finishes;
  • damage caused by pulling, snagging, dropping, crushing, or impact;
  • damage linked to water, sweat, perfume, skincare, cleaning products, or other chemicals;
  • chipped, cracked, or broken natural stones caused after delivery by impact or improper handling;
  • damage linked to unsuitable storage or care;
  • lost or stolen jewelry, stones, or components;
  • alterations or repairs carried out by another person or business;
  • natural variations in a stone’s color, inclusions, texture, pattern, or light reflection.

This list does not exclude any remedies that may be available under applicable consumer law.

Repair assessment after 90 days

After the 90-day complimentary support period, we may still be able to assess an Auralite piece for a paid repair.

The initial review based on your description and photographs is complimentary. If a repair appears possible, we will explain:

  • the proposed work;
  • any replacement materials or components required;
  • the estimated repair charge;
  • shipping arrangements and costs;
  • the estimated timeframe.

No paid work will begin until you have approved the proposed repair and costs.

Repair availability depends on the construction and condition of the piece, access to suitable materials, and whether the work can be completed without compromising the design or durability of the jewelry.

We may not be able to accept a repair if we believe the result would be unsafe, unreliable, or inconsistent with the original design.

One-of-a-kind pieces and natural stones

One-of-a-kind stones and discontinued components cannot always be replaced with an identical match.

Where the original material is unavailable, we may discuss a suitable alternative stone, chain, finding, or component with you. No substitution or visible design change will be made without your agreement.

In some cases, a piece may not be repairable. We will explain this clearly after assessment and, where appropriate, discuss any reasonable alternatives available at that time.

What to expect after a repair

A repair addresses the approved issue only. It cannot prevent future wear, accidental damage, or natural changes to stones and metal finishes.

On an older or well-worn piece, a replacement component may look slightly different from the surrounding materials.

How to request aftercare or a repair assessment

Please email hello@auralite-atelier.com with:

  • your order number or other proof of purchase;
  • the name of the piece;
  • a description of what happened;
  • clear photographs of the full piece and the affected area;
  • your current country or region.

Gift recipients may contact us using the original order number or purchaser’s details where available.

We will review the information and let you know whether further assessment is possible. Please wait for written instructions before returning any item.