How can I help?

Welcome to the FAQ page! Here, you'll find answers to some of the most common questions about Aurio's jewellery, from care tips and product details to shipping information. I’ve organized the topics into different sections to help you find the information you need quickly and easily. If you have any questions not covered here, feel free to reach out through the contact form—I’m here to help!

Frequently Asked Questions

General

What type of jewellery do you sell?

Aurio specializes in stainless steel, waterproof jewellery. The Aurio pieces feature irregular and asymmetrical designs, suitable for both everyday wear and special occasions, combining durability with elegance.

How can I contact customer service?

For questions you can reach out to info@aurio.store or by using the contact form on the website. I aim to respond to all inquiries within 48 hours. Please check the FAQ section for answers before reaching out.

How can I stay updated on new products and promotions?

Stay updated by subscribing to the newsletter, following Aurio on social media, and regularly checking the website for new products and special offers.

What are your sustainable practices?

At Aurio, I try to implement sustainability without it having to affect the customers’ experience. Aurio is dedicated to implementing sustainability where possible, utilizing the resources available to the business.

The Aurio sustainable packaging uses FSC-certified materials and reusable pouches. For more details, please visit the Packaging page.

Stainless steel, used in all Aurio pieces, is highly recyclable and durable, with the ability to be recycled indefinitely without quality loss (upcycling). It is a durable and corrosion resistant material, extending the product's life.

Additionally, Aurio jewellery is plated using a sustainable PVD (Physical Vapor Deposition) plating process. Unlike traditional electroplating in a chemical bath, PVD avoids harsh chemicals and produces minimal hazardous waste.

I continuously seek to improve sustainability efforts. As Aurio grows, I will expand my practices to benefit the planet.

Do you have a physical store?

Currently, Aurio operates exclusively online, allowing me to offer my pieces directly through the website.

Do you offer custom designs?

At present, I do not offer custom designs. However, Aurio is continually expanding its collection and welcomes any suggestions or feedback you may have.

Product Details

Is your jewellery waterproof?

Yes, the Aurio stainless steel jewellery is designed to be waterproof, allowing you to wear it without worry during everyday activities, including showering and swimming. However, it does not last forever as it is not solid gold. Please refer to the Quality page where I give transparent information about the products’ quality.

How long does the color last?

The color of Aurio jewellery is long-lasting. It is difficult to say how long exactly, because the techniques (PVD) used to plate the jewellery are relatively new. PVD plating is known for its durability, often retaining its color significantly longer than traditional plating methods.

However, longevity can vary depending on the type of jewellery. For instance, rings tend to experience more wear due to a large surface contact with the skin, so their color may fade more quickly. In contrast, earrings have minimal contact with the skin, allowing them to maintain their color and quality for a longer period.

Please refer to the Quality page where I give transparent information about the products’ quality.

What type of plating do you use?

All of the Aurio pieces are PVD (Physical Vapor Deposition) gold plated. PVD plating is a relatively new technique for applying a gold or silver layer to jewellery. It offers several advantages over traditional plating methods, which typically involve electroplating in a chemical bath. PVD plating is hard and wear-resistant, and it is often said to retain its color up to ten times longer than conventional plating techniques, though this has yet to be fully proven as the technique is still emerging in the industry. Additionally, the PVD plating process is cleaner and more environmentally friendly, avoiding harsh chemicals and producing minimal hazardous waste.

The gold layer applied to each of the pieces is 14K yellow gold, ensuring that all the jewellery has a consistent color. For more details about the plating, please visit the Quality page.

What types of materials do you use?

Aurio pieces are made from 316 stainless steel, a strong and durable material highly resistant to corrosion and tarnish. Each piece is plated with a layer of 14K gold, which provides a beautiful color and shine. I also incorporate natural stones in some of the designs. Currently, I use Larimar stone, but I plan to introduce many more varieties in the near future. Please refer to the Quality page where I give transparent information about the products’ materials and quality.

Are your stones natural?

Yes, I use natural stones in the jewellery. Each stone is unique in its shape, ensuring that every piece is one-of-a-kind. Currently, I use Larimar stone but plan to introduce more stone types soon. Follow Aurio on social media and subscribe to the emails to be the first to know about new stone types coming out.

Do you sell silver pieces?

Aurio does not currently offer silver pieces but I plan to include silver-colored variants soon. Follow Aurio on social media and subscribe to the emails to be the first to know about silver pieces of your favourite designs coming out.

Shipping and Delivery

Where do you ship to?

Aurio ships within the European Union. For details on shipping policies and prices, please refer to the Shipping page.

How long does shipping take?

Shipping times vary by destination. Within the Netherlands, shipping takes 1-2 days after dispatch. For other European countries, shipping typically takes 2-10 days after dispatch. Note that processing time is about 1-2 days. Check out the shipping time for your country and all of the shipping information on the Shipping page.

What are the shipping costs?

Shipping costs vary depending on the destination. For details on shipping prices and policies, please refer to the Shipping page.

What should I do if my package is lost or damaged during shipping?

If the location of your shipment is unknown, contact the shipping carrier first, as I have no control once the package is in their hands. If your package is still lost or damaged, contact me buy email or through the contact form. I will assist you in tracking the package or processing a claim for damaged items.

What should I do if my package does not move?

If your package tracking shows no movement for an extended period, please try contacting the shipping carrier first as I have no control once the package is in their hands. Delays may occur due to logistical issues or high-volume periods (e.g., Black Friday, Christmas). If you require additional assistance, you can contact me by email or through the contact form. I will investigate the issue with the shipping carrier and provide you with updates or a solution as soon as possible.

Returns and Exchanges

What is your return policy?

Aurio offers a 14-day return policy on all the jewellery. If you are not satisfied with your purchase, you can return it for a full refund or exchange. Please note that return shipping costs are at your own expense.
More information about returns can be found on our return policy page.

How do I return an item?

To return an item, contact me throug email or through the contact form with your order number and the reason for the return. I will provide instructions on how to send the item back to me. More information about returns can be found on our return policy page.

Can I exchange an item?

Yes, you can exchange an item within 14 days of purchase. Fill in the contact form to arrange an exchange. Please note that return shipping costs are your responsibility. More information about exchanges can be found on our return policy page.

Can I return an item bought on sale?

Yes, items bought on sale can be returned within the standard return period. The only exception is when Aurio holds a final sale for a product and discontinues product afterward. Please refer to the return policy for more details.

What is covered under your warranty?

Aurio's warranty covers manufacturing defects and workmanship issues. It does not cover normal wear and tear, accidental damage, or misuse of the jewellery.

Orders and Payments

What payment methods do you accept?

Aurio accepts major credit cards, iDEAL, PayPal, Apple Pay, and other secure online payment methods.

Can I change or cancel my order after it's been placed?

If you need to change or cancel your order, contact me by email or through the contact form as soon as possible. I will try to make adjustments if the order has not yet been processed.

How do I apply a discount code to my order?

You can apply your discount code at checkout. There will be a designated field for entering the code before you complete your purchase.

Do you offer gift cards?

Yes, Aurio offers gift cards in various denominations, perfect for gifting to friends and family. Refer to the Gift Cards page for more information.

Care Instructions

How should I care for my stainless steel jewellery?

To keep your stainless steel jewellery looking its best, clean it regularly with a soft cloth. Avoid harsh chemicals (e.g., perfumes, harsh cleaning products) and store it in a dry place when not in use.

Can I wear my jewellery in the shower, pool, or sea?

Yes, Aurio jewellery is waterproof and can be worn in the shower, pool, and during other water activities without losing its shine or quality. The pieces have also been tested in saltwater; they were placed in heavily salted water for 45 days and came out looking exactly the same. While the quality of the jewellery is assured to be (sea)waterproof, please note that, as the pieces are not solid gold, some quality loss may occur over an extended period. For more detailed information on this topic, please refer to the Quality page where I give transparent information about the products’ quality.

How should I store my jewellery to prevent damage?

Store your jewellery in a cool, dry place. Aurio packaging includes ideal boxes, pouches, and pads for storage. The pouch is also convenient for traveling with your jewellery. Keep each piece separate to avoid scratches and tangles.

Can I wear the jewellery while exercising or sleeping?

While the pieces are designed for durability and can be worn during exercise or sleep, proper care will help them last even longer. For optimal longevity, I recommend removing your jewellery before engaging in vigorous workouts. Although they can withstand daily wear, stainless steel jewellery can still suffer from scratches if exposed to hard or abrasive surfaces, which can diminish its shine. Additionally, jewellery might get caught on equipment or clothing, potentially causing damage. Necklaces, in particular, can cause discomfort, pressure points, or irritation while sleeping, especially if they have protruding elements.

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