Refund Policy

 

Return Eligibility

  • Returns are accepted within 30 days of delivery.

  • Items must be unused, in original condition, and in their original packaging.

  • Customized or personalized items are not eligible for return unless defective.

How to Initiate a Return

To request a return, please contact us before sending any items back:

Our support team will confirm the return eligibility and provide the appropriate return warehouse address.

We currently operate return warehouses in New Zealand and China.
Customers must contact us first to confirm which warehouse address to return the item to.
Returns sent without prior confirmation may not be accepted.

Return Shipping Costs

  • All return shipping costs are the responsibility of the customer.

  • Customers may use any international courier service that can deliver to our New Zealand or China warehouse.

Refund Processing

  • Once the returned item is received and inspected, refunds will be processed within 5–10 business days.

  • Refunds will be issued to the original payment method.

Non-Refundable Charges

  • Original shipping fees are non-refundable.

  • Any customs duties, taxes, or handling fees paid are non-refundable

 

 

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.

 

We want you to be satisfied with your purchase. If for any reason you are not fully satisfied, you may request a return under the conditions outlined below.