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FAQ

Frequently Asked Questions

1. What are your shipping policies?

  • Shipping Locations: This shipping policy applies to orders shipped exclusively within the United States.
  • Free Shipping: Aura Luxor Jewelry offers Free Shipping on all orders within the United States. Free shipping will be applied at checkout.
  • Delivery Time: The estimated delivery time is 7 to 10 business days. This includes:

    Order Processing Time: 1 to 2 business days (Monday to Friday).
    Order Transit Time: 6 to 8 business days (Monday to Friday).

  • Order Cutoff Time: The order cutoff time is 5:00 PM (EST) – Eastern Standard Time (New York).
  • Shipping Methods: Products are handled carefully by UPS, USPS, or FedEx.
  • Tracking Your Order: Once your order has shipped, you will receive an email notification with a tracking number. You can monitor your package's journey on the Order Tracking page.

2. Can I change my shipping address or cancel an order?

  • Change of Address: You can change your shipping address by contacting our customer service team within 24 hours of placing the order. Once the order has been shipped, the delivery address cannot be changed. Customers are responsible for ensuring their shipping address is accurate at the time of purchase.
  • Order Cancellation:You may cancel an order for a full refund if you contact us within 12 hours of placing the order. Our fulfillment department works quickly, and after this 12-hour window, we will not be able to cancel it.
    You may cancel an order for free within 24 hours of purchase.
    Once an order has been shipped, it cannot be canceled.
    To request a cancellation, please email support@auraluxor.com immediately with your order number.
    You may still return the product upon receipt in accordance with our Return and Refund Policy.

3. What is your return policy?

  • Return Window: We offer a 30-day return policy from the date you received your item. Returns must be initiated within 30 days from the date of delivery.
  • Return Conditions: Items must be unused and in the same condition in which they were received. They must be returned in their original packaging, and accompanied by a receipt or proof of purchase from Aura Luxor Jewelry.
  • Shipping Fees for Returns: If the item is defective or incorrect, return shipping is free. If the return is due to a change of mind or buyer's remorse, the customer is responsible for return shipping costs.
  • Restocking Fee: We do not charge a restocking fee.

4. What if I receive a damaged or incorrect product?

  • If you receive a damaged or incorrect item, please contact us immediately for assistance. We will work to provide a satisfactory resolution.
  • If your package is damaged during transit, please notify us within 7 business days of receiving your order. We may require photographic evidence and may issue a replacement, refund, or store credit for items confirmed as damaged in transit.

5. Do you offer exchanges?
Yes, if you wish to swap for a different size, color, or product, reach out to us, and we will help you exchange your item easily and quickly.

6. How does the refund process work?
To begin the refund process, please contact us. Once your return is received and inspected, we will notify you of its receipt. After inspection, we will inform you of the approval or rejection of your refund. If approved, the refund will be issued to your original payment method. You will receive the credit within 7 business days, depending on your card issuer’s policies.

7. How can I contact customer support?

  • Store Name: Aura Luxor Jewelry
  • Address: 1155 E Twain Ave, Ste 108 -5070, Las Vegas, NV 89169
  • Email: support@auraluxor.com
  • Phone: +17027588734
  • Customer Service Hours: Monday - Friday: 8 AM - 5 PM (EST) – Eastern Standard Time (New York). We do our best to reply to emails within 1-2 business days. The sources also indicate 24/7 Support is available.

8. What payment methods do you accept?
We accept a variety of payment methods, including Amazon, American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, and Visa.