FAQ
Frequently Asked Questions
How long does shipping take? Orders are processed within 1–3 business days. Delivery usually takes 5–12 business days. All orders are shipped free of charge
How can I track my order? You can track your order here: Order Tracking . Once your order has been shipped, you will receive a tracking number by email. It can take 3–5 days for the tracking information to update – this is perfectly normal.
Why does my tracking information look unusual or show international locations? Some of our courier partners route shipments through international distribution centers. This is part of our delivery network and does not affect your delivery time.
Do you also deliver internationally? Currently, we deliver within Germany and Austria. We hope to expand to other countries in the future.
Is the jewelry made from genuine materials? Yes. All Aurland Atelier jewelry is crafted from high-quality materials and meticulously finished to ensure durability and luster. Slight variations or natural characteristics are part of the design and are not considered defects.
How do I care for my jewelry? To maintain its shine and quality, avoid contact with water, perfume, lotions, and harsh chemicals. Remove your jewelry before showering, swimming, or exercising. Store your jewelry separately in a dry place, ideally in a jewelry pouch or box. Clean it gently with a soft cloth as needed.
Can I return my order? All Aurland Atelier products are offered at heavily discounted prices. All sales are final – we do not accept returns, exchanges, or refunds on discounted items. Should you have any problems with your order, please contact us. We will do our best to find a solution.
Can I cancel my order? You have 30 minutes after placing your order to cancel it. After this period, your order will be processed and can no longer be canceled. To cancel, please send an email to hello@aurlandatelier.com within the first 30 minutes .
What happens if my jewelry arrives damaged? Contact us at hello@aurlandatelier.com with a photo of the damage. We will send you a replacement free of charge. You do not need to return the damaged item.
What if I received the wrong item? Please contact us at hello@aurlandatelier.com. We will promptly send you the correct item or refund the purchase price – the choice is yours. You do not need to return the incorrect item.
My package was delivered according to the tracking information, but I haven't received it. Please check your immediate surroundings, side entrances, or with your neighbors – packages sometimes end up in unexpected places. If you still haven't found it after a day or two, please contact us. We'll be happy to help.
Can I change my delivery address after placing my order? As long as your order hasn't been shipped yet, we can update the address – just send us an email. Unfortunately, once the order has been shipped, it's no longer possible to change the delivery address.
Do you offer exchanges? We do not offer direct exchanges. Please contact us at hello@aurlandatelier.com and we will be happy to help you find the best solution.
Which models are available? Our jewelry collection includes necklaces, bracelets, rings, and earrings in various styles and designs. You can find the currently available options on the product page.
How can I contact you?
Email: hello@aurlandatelier.com
Customer service hours: Monday to Saturday: 9:00 AM – 5:00 PM
Estimated response time: 30 minutes to 24 hours