FAQs

Payments

1、How can I pay for my jewelry?

You can pay using major credit cards, PayPal, and other secure payment options at checkout.

2、Is your site safe and secure?

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

What should I do if my payment doesn’t work?

We’re sorry for the trouble!

 

First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!

 

 

Gifting

1、What if I choose the wrong gift?

If the piece isn’t the perfect match, don’t overthink it. Our return window has been extended to 30 days, giving you and your loved one plenty of time for a smooth, hassle-free return.

 

 

 

Shipping

1、How long will it take for my jewelry to arrive?

For all made-to-order pieces, delivery takes 8–20 business days, depending on your location.

 

If your order includes a pre-order item, delivery may take a bit longer. We only begin production after the pre-order promotion ends, this helps us create intentionally and reduce waste.

 

Please note: Delivery times don’t include possible carrier delays caused by weather, customs, or busy holiday periods.

 

2、Where in the world does your jewelry ship to?

We offer international shipping to many countries worldwide, including:

 

  • North America: United States, Canada, Mexico
  • South America: Chile, Colombia
  • Europe: United Kingdom, France, Germany, Italy, Spain, Netherlands, Belgium, Luxembourg, Ireland, Denmark, Sweden, Norway, Finland, Greece, Austria,

 

Wherever you are, we’re committed to delivering your jewelry safely and reliably.

 

3、How much does shipping cost?

We are happy to offer the most competitive rates while still ensuring fast and trouble-free deliveries.

 

ENJOY FREE WORLDWIDE SHIPPING ON ALL ORDERS $129+

 

For orders under $129, it's as little as:

  • - International: $15

 

 

Can I track my jewelry in the mail?

Yes! As soon as your order ships, we’ll email you a tracking number and link so you can follow your jewelry’s journey.

 

Need help? Just send us a message — we’re happy to track it for you!

 

4、Will I have to pay for customs and duties?

Orders shipped within New Zealand and
Australia qualify for free shipping.

For all other countries/regions, orders over USD 129 enjoy free
shipping with no customs duties or import taxes.

Orders under USD 129 will incur a USD 15 shipping fee, and
customs duties or import taxes may apply. These fees are the responsibility of
the customer and must be paid directly to your local customs authority upon
delivery. Charges vary by country.

 

 

5、Do you ship on weekends or bank holidays?

All orders ship Monday – Friday, excluding weekends and official bank holidays.We recommend you order soon, so you get your aurastone jewelry in time.

 

My order shows up as delivered, but I haven’t received it. What should I do?

In rare cases, your package can show as ‘delivered’ before you receive it.

 

This may be down to the delivery being marked as complete preemptively. Alternatively, your shipping carrier might have left it in a hidden location to prevent damages or theft. Check between your front doors and talk to your household members and neighbors.

 

If you still can’t locate your order, contact your shipping carrier and state your tracking number. Please get in touch via info@aurastone.nz and we will do our best to assist you in locating your missing package.

 

6、My tracking link doesn't show updates?

Need help? Please get in touch via info@aurastone.nz  — we’re happy to track it for you!

 

 

 

Returns & Refund Policy

1、Can I return my jewelry?

Yes — we want you to absolutely love your new jewelry. If you're not completely satisfied, Please get in touch via info@aurastone.nz 

 

2、How do I return my jewelry?

Simply initiate your return or exchange through our return portal within 30 days from the day you receive your parcel, and follow the step-by-step instructions. 


Please note that the return shipping fee will be your responsibility. For exchanges within the U.S., however, we’re pleased to cover the shipping costs for the new item(s) sent to you.

  

3、When will I receive my refund?

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping) within10 working days. Please note that for all countries taxes, duties and shipping costs are non-refundable.

 

 

4、What if my order included a checkout offer?

 

These are the limited-time promotional offers shown at checkout. Since they are tied to your original order, they follow special return and exchange rules:

 

Lead Item (main product in the offer):

  • - Exchanges are allowed.
  • - If the new item is more expensive, you will be charged the difference.

- If the new item is cheaper, we will refund you the difference.

 

The discounted add-on product/deal at checkout:

  • - Can only be exchanged for the same design in another variant (size, metal, or color).

- Cannot be swapped into a completely new design, since the discount was tied to the original offer.

 

Refunds:

  • - If you return your lead item, all items from that order must also be returned.
  • - Partial returns that exclude the lead item while keeping upsells are not eligible for a refund.
  • - If you return upsell items but keep your lead item, your refund will be processed as normal.

 

 

5、Can I order multiple pieces to try at home?

We strongly advise against ordering multiple pieces with the intention of returning some.

 

Each piece is made-to-order just for you — a process that minimizes waste and helps us stay true to our climate-positive values. Unnecessary returns go against our sustainability efforts and create extra waste in packaging, production, and shipping.

 

We encourage you to shop mindfully and reach out to our team if you need help choosing the right piece. We’re always here to assist with sizing, styling, or any product questions you may have.

 

 

 

Quality

1、How do you make sure Moon Magic jewelry is high quality?

Quality is where we refuse to compromise.

Each piece then goes through our strict, in-house quality process: four separate hand-checks by dedicated quality control experts. If a design isn’t flawless, it never leaves the workshop.

We also use thicker-than-standard plating to ensure lasting durability and elevated craftsmanship, without inflated prices or filler materials other brands often rely on.

 

The result? Jewelry that’s made with intention, crafted with care, and designed to shine beautifully for years to come.

 

 

2、Are your crystals natural?

Yes, all of our crystals are 100% natural unless otherwise noted. Any enhancements, such as dyeing or heat treatment, will be clearly stated on the product page.