Support & Customer Policies

We want shopping with AURATARA to feel simple, clear, and comfortable. This page explains what to expect from your order, shipping, returns, product quality, and customer care. We are a small-batch brand, and every piece is individually handcrafted. If something doesn't go as expected, please reach out. We'd rather talk it through and find a fair solution than leave you wondering what to do next. 

Frequently Asked Questions

We've gathered answers to some of the questions we hear most often. If you can't find what you're looking for, we're always happy to help. Please contact us at service@auratara.com and include your order number whenever your question is about a specific order.

Shipping & Delivery

Order Preparation
Each AURATARA piece is individually handcrafted after your order is placed. Please allow 5–7 business days for your piece to be created and prepared for shipment. Because your piece is made with care rather than pulled from a shelf, a little preparation time is part of the process.

Delivery Time
After your order has been prepared and shipped, delivery typically takes 7–15 business days.
Delivery times can vary depending on your destination, carrier, customs processing, holidays, weather, and other circumstances outside our control.
We'd rather you know exactly what to expect than meet an unwelcome surprise, so please keep these timeframes in mind when placing your order.

Estimated Total Time
As a general guide, please allow approximately 12–22 business days from the time your order is placed to delivery.
These timeframes are estimates rather than guarantees. During holidays, peak periods, or unexpected shipping disruptions, delivery may take longer.

Tracking
Once your order has been shipped, we will provide tracking information when available so you can follow its journey.
Please make sure your shipping address and contact information are accurate when placing your order. AURATARA cannot be responsible for delays or delivery issues caused by an incorrect or incomplete address provided at checkout.

International Shipping
AURATARA ships internationally.
Because every destination has its own carriers, customs processes, and local conditions, delivery times may vary from one country to another.
If your package is taking a little longer than expected, please allow additional time for the carrier to complete delivery. If you're concerned about the status of your shipment, contact us and we'll be happy to take a look with you.

Customs, Duties & Taxes
International orders may be subject to customs duties, taxes, or other fees imposed by the destination country.
Any such charges, when applicable, are the responsibility of the customer unless otherwise stated at checkout.
AURATARA does not control customs processing times or charges imposed by local authorities.

Order Changes & Cancellations

If you need to make a change to your order, please contact us as soon as possible after placing it.
Because each piece is individually handcrafted, orders may enter production shortly after they are placed. Once an order has entered production or has been shipped, we may not be able to make changes or cancel the order.
Please contact us at service@auratara.com with your order number and the details of your request.
If we can make the change before your piece enters production, we'll do our best to help.

Returns & Exchanges
We want you to feel good about what you choose from AURATARA. At the same time, because our pieces are individually handcrafted and made in small batches, we have a limited return and exchange policy. Please read the following carefully so you know what to expect.

3-Day Inspection Period
Please take a moment to inspect your order when it arrives. If your item is damaged, defective, incorrect, or missing, please contact us within 3 calendar days of the delivery date.
To help us review your request, please provide your order number and clear photos showing the item and the issue. We may request additional photos or a short video if needed.
The sooner we can see what happened, the sooner we can work out the right solution.

Damaged or Defective Items
If an item arrives damaged or has a confirmed product defect, we'll review the issue and provide an appropriate resolution.
When appropriate, we will normally send a replacement. If a replacement is unavailable or not appropriate, we may offer a refund or another suitable resolution.

In some cases, we may need an item returned for inspection. If a physical return is necessary, we'll provide the return instructions and the appropriate return address before you send the item.

Please do not send an item back without contacting us first.
Our goal is simple: the fastest fix is the fairest one when a genuine product issue occurs.

Wrong or Missing Items
If you receive the wrong item or an item is missing from your order, please contact us within 3 calendar days of the delivery date.
Please include your order number and clear photos of the package and items received.
After reviewing the issue, we will normally arrange a replacement or provide another appropriate resolution.

Change-of-Mind Returns
We understand that sometimes things simply don't work out.

However, we do not accept returns or exchanges for change of mind, personal preference, or reasons unrelated to product quality or order accuracy.
This includes situations where you simply change your mind, no longer want the item, or decide that the item is not right for you.
We encourage you to take a look at the product details, photos, sizing information, and stone descriptions before placing your order. If you're unsure about something, please feel free to contact us before purchasing.

Natural Stone Variations
AURATARA pieces are made with natural stones, and no two stones are exactly alike.

Variations in color, pattern, texture, shape, and natural inclusions are inherent characteristics of natural materials. These variations are not considered defects and are not grounds for a return or exchange.
In other words, a little difference is part of what makes a natural stone yours.

Product Quality Guarantee

AURATARA stands behind the quality of our jewelry.

Our 60-Day Product Quality Guarantee applies to confirmed workmanship or material defects that develop during normal use.
If you believe your piece has a product-quality issue within 60 days of the delivery date, please contact us at service@auratara.com with your order number and clear photos of the issue.

Depending on the circumstances, we may provide a repair, replacement, refund, or another appropriate resolution. The Product Quality Guarantee does not cover normal wear and tear, accidental damage, misuse, improper care, or natural changes in gemstones and other materials.
We may request additional information or a physical return for inspection when necessary.

We make our pieces to be worn and enjoyed, and we'll do our best to handle genuine quality concerns thoughtfully and fairly.

Return Shipping

For confirmed product-quality issues, we will provide return instructions if a physical return is necessary.
For other situations that do not qualify under this policy, return shipping is not provided by AURATARA.
Please contact us before sending any item back. We'll let you know what to do next and, if a return is necessary, where it should be sent.

Refunds

When a refund is approved, it will be issued to the original payment method used for the order.

Once a refund has been initiated by AURATARA, the time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

If you have not received your refund after the applicable processing period, please contact us at service@auratara.com.
We know that waiting for a refund isn't particularly exciting, so we'll do our part to make the process as clear as possible.

Our Approach to Customer Care

AURATARA is a small-batch brand, and we believe customer care should feel human.

We don't expect every situation to fit neatly into a box. When something goes wrong, we'll look at the circumstances, listen to what happened, and work toward a fair and appropriate resolution within the policies above.

Depending on the situation, this may mean a replacement, refund, repair, or another suitable solution.

When a physical return is necessary, we'll provide clear instructions before you send anything.
Our goal isn't simply to have a policy. It's to make sure you know what to expect and feel comfortable reaching out when you need us.

Privacy Policy

Thank you for visiting the official AURATARA website (referred to as "we," "us," or "AURATARA"). We understand that privacy is important, and this policy explains how we collect, use, protect, and handle your personal information. Please read this policy carefully before using our website.

1. Information We Collect
We may collect the following types of information:

Identity Data: Name and other information used to identify you.
Contact Data: Email address, phone number, billing address, shipping address, and other contact information.
Financial Data: Payment-related information necessary to process transactions. Payment information may be handled directly by third-party payment providers.
Technical Data: Internet Protocol (IP) address, browser type, device information, operating system, and other technical information.
Usage Data: Information about how you use and interact with our website.
Marketing and Communications Data: Your preferences for receiving communications from us and your communication history with us.

2. How We Collect Your Information
We may collect information through:
Direct Interactions: When you create an account, place an order, contact us, subscribe to communications, or otherwise provide information directly to us.
Automated Technologies: When you browse or interact with our website, certain technical and usage information may be collected automatically through cookies and similar technologies.
Third Parties: We may receive information from payment providers, delivery partners, analytics providers, or other service providers where appropriate.

3. How We Use Your Information
We may use your information to:
· Process and fulfill your orders.
· Manage our relationship with you.
· Improve our website, products, and services.
· Recommend products or services that may be relevant to you.
· Communicate with you about your orders or requests.
· Comply with legal and regulatory obligations.

4. Data Sharing
We may share relevant information with trusted third parties when necessary to operate our business, including logistics and delivery partners, payment providers, professional advisors, service providers, and government or legal authorities where required.

We expect third parties handling personal information on our behalf to respect appropriate security and legal requirements.

5. International Transfers
AURATARA serves customers internationally. Your personal information may therefore be transferred to or processed in countries outside the country where you live. Where applicable, we take reasonable steps to ensure appropriate safeguards are in place for such transfers.

6. Data Security
We take reasonable and appropriate measures to protect personal information from unauthorized access, loss, misuse, alteration, or disclosure. Access to personal information is limited to people and service providers who have a legitimate business need to access it.

7. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, reporting, and business requirements. The length of time we retain information may depend on its nature, sensitivity, and the circumstances in which it was collected.

8. Your Rights
Depending on applicable law, you may have rights relating to your personal information, including the right to:
· Be informed about how your information is used.
· Request access to your personal information.
· Request correction of inaccurate information.
· Request deletion of your information.
· Request restriction of processing.
· Request data portability.
· Object to certain processing activities.

If you would like to exercise an applicable right, please contact us at service@auratara.com.

9. Cookies Policy
Our website may use cookies and similar technologies for purposes including:
· Essential website functions.
· Analytics and performance.
· Website functionality.
· Marketing and targeting, where applicable.

You may be able to refuse or restrict cookies through your browser settings. Please note that disabling certain cookies may affect how the website functions.

10. Third-Party Links
Our website may contain links to third-party websites.
Those websites may collect or use information according to their own privacy policies. AURATARA does not control the privacy practices or content of third-party websites.

11. Children's Privacy
Our website is not intended for children under the age of 13, and we do not knowingly collect personal information from children under 13.

12. Policy Updates
We may update this Privacy Policy from time to time.
When we make changes, we will post the updated policy on our website. Where appropriate, we may also notify you by email or through a notice on the website.

13. Contact Us
If you have questions about this Privacy Policy or how your personal information is handled, please contact us at:
service@auratara.com
We aim to respond to legitimate privacy-related requests within 30 days.

Disclaimer

Please read this Disclaimer carefully before using the AURATARA website or purchasing our products. By accessing this website or purchasing our products, you acknowledge and accept the terms outlined below.

1. Product Nature Statement
AURATARA crystal bracelets are designed as personal, energy-inspired accessories and tools for reflection and intention.Traditional associations with crystals and their energetic properties are based on cultural traditions, beliefs, and personal experiences. They have not been scientifically verified as medical methods.

Individual experiences and beliefs may vary, and AURATARA does not guarantee any particular energetic, emotional, spiritual, or other outcome from using our products.

2. Not a Medical Device
AURATARA is not a healthcare provider, and our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Our products and related content are intended only as complementary lifestyle products and should not replace professional medical care, diagnosis, or treatment. If you have a health concern, please consult an appropriately qualified healthcare professional.

3. User Responsibility
You are responsible for how you use our products. AURATARA is not responsible for direct, indirect, incidental, or consequential damages resulting from the use or misuse of our products, to the fullest extent permitted by applicable law.

4. Website Usage
Information provided on the AURATARA website is provided on an "as is" basis. We make reasonable efforts to keep information accurate and useful, but we do not guarantee that all website content will always be complete, current, or error-free. We may update or modify website content without prior notice.

5. California Proposition 65 Notice
Some crystal and mineral products may contain naturally occurring or trace amounts of chemicals identified by the State of California as causing cancer, birth defects, or other reproductive harm.
Natural mineral components may contain trace amounts of substances such as lead or cadmium.
As a general precaution, wash your hands after handling products and avoid placing products in your mouth. Children should use or handle products under appropriate adult supervision.

6. Intellectual Property
All content on the AURATARA website, including text, photographs, graphics, logos, designs, and other materials, is owned by or licensed to AURATARA and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or use our content without appropriate authorization.

7. Third-Party Links
Our website may contain links to third-party websites or services. AURATARA is not responsible for the content, availability, privacy practices, or policies of third-party websites.

8. Limitation of Liability
To the fullest extent permitted by applicable law, AURATARA's total liability arising from or relating to a purchase shall not exceed the purchase price paid for the applicable product. Nothing in this Disclaimer is intended to limit any rights or protections that cannot legally be excluded under applicable law.

9. Contact Information
If you have questions about this Disclaimer or our products, please contact us at:
service@auratara.com
We may update this Disclaimer periodically to reflect changes to our products, website, or applicable requirements.

Contact Us

Still have a question? We'd be happy to hear from you.
For questions about your order, shipping, returns, product quality, or anything else related to your AURATARA experience, please contact us at:
service@auratara.com

Please include your order number when contacting us about a specific order.
We'll review your request based on the applicable policy above and do our best to help.