Aurora Gemstones

Here is some useful information, should you have any questions please just send me an email

Q. When will my item arrive?
A.  This greatly depends on what time of day you placed your order and the type of item ordered
An item in stock that does not say made to order in the description and placed before midday on a working day will be dispatched the same day
An item that says made to order in the description will be dispatched within one working week
Rice vial orders are dispatched no more than 3 working days after the order is placed
Postage information can be found on my postage page here

Q. My item still hasn't arrived, what should I do?
A. Simply send me an email quoting your invoice number. I will look into all delivery failures and have a swift resolve for you

Q. I received my item but it's broken
A. Although I strive for excellence, accidents can happen - albeit rare. I will look into all delivery failures and have a swift resolve for you. You will need to email me photographic evidence of the item in question and quote your invoice number. I do ask that emails are kept polite, I understand that receiving damaged goods is very distressing but please understand I will never send out a damaged item. It would be safe to assume the item would have been damaged during transit. I will work with you to ensure a satisfactory result is achieved.
I reserve my rights to refuse service to anyone who is abusive and rude

Q.  When will I receive my refund?
A.  If a refund is required it will be made through PayPal. This can sometimes take up to 7 working days to clear, please understand that this is PayPal protocol

Q. How do I make a payment?
A. I use PayPal for all payments. You do not need a PayPal account to make a payment online, they can be used as a safe money transfer method without setting up an account with them

Q. I want to buy an item but the website says it's out of stock
A.  Everything is handcrafted by myself or Simon, so if anything is out of stock simply send an email to the creator to have another made for you. The creators are easily indentifiable on each item; look for the brand name text on each listing. Please note, that due to the handcrafted nature of the items on this website it is impossible to replicate exactly, so some minor differences will occur. You will be advised by the creator of the new cost if precious metal was used before you commit to any purchase

Q. How do I arrange a custom made item?
A.  I have retired from making custom metal items for individuals as from May 2018
There are a few reasons for this. Commissions take an extremely long time, the second someone contacts me I'm planning out their design. The entire process for commissions can take weeks, sometimes months! All too often, making a commission would lose money so that part of the business that wasn't working had to go. There are a multitude of problems that precious metal commissions bring, but the main points I'll focus on here is the time and money that goes into them
I'll be focusing on making stock to sell as normal, this website and Etsy will remain the same, rice vials will remain the same, precious metal commissions for large companies (TV productions for example) will remain the same - I just no longer accept individual clients own designs or ideas as this was actually damaging my business

Q. How do I care for my rice vial?
A.  All rice vials are provided with a care sheet. I do advise against wearing them in the bath/shower as the steamed environment can weaken the sealant causing the vials to leak. Although very tough and durable, they are made of glass so care should be taken as accidents can still happen. It is rare that they break during normal use. Always follow the care instructions given on your care sheet provided