Welcome to the AureBravur Frequently Asked Questions page. Here you can find information about our products, materials, orders, shipping, payments, returns, warranty, and product care.

For additional assistance, contact us at info@aurebravur.com or call 787-948-4100.

ORDERS & SHIPPING

How long does order processing take?

In-stock orders are normally processed within 1 to 2 business days after payment and any required verification are completed.

Processing may take longer during periods of high order volume, inventory shortages, preorders, special orders, or when a product is not immediately available.

Business days generally exclude weekends and recognized holidays.

Do you offer free shipping?

Yes. AureBravur offers free standard shipping with no minimum purchase requirement to:

Puerto Rico.
The contiguous United States.

Free shipping does not apply to Alaska or Hawaii. Customers in Alaska and Hawaii may purchase by paying the shipping rate calculated at checkout.

International shipping rates are calculated at checkout.

Which shipping carriers do you use?

AureBravur currently ships eligible orders using:

USPS.
DHL.

The available carrier and service may depend on the destination, package value, product type, and shipping options available at checkout.

How long will delivery take?

Delivery time depends on USPS or DHL, the destination, customs processing, weather conditions, and other carrier-related circumstances.

Any delivery estimate displayed at checkout or through the tracking page is an estimate provided by the carrier and is not guaranteed by AureBravur.

Processing time and carrier transportation time are separate.

How can I track my order?

When tracking becomes available, a tracking link will be sent to the email address or telephone number provided during checkout.

Tracking information may take additional time to update after a shipping label is created or the package is transferred to the carrier.

Will my order require a signature?

Certain orders may require a recipient or adult signature.

A signature may be required based on:

Order value.
Product type.
Destination.
Payment verification.
Fraud-prevention concerns.
Previous delivery issues.
Carrier requirements.

Not every order will require a signature.

Do you ship internationally?

Yes. AureBravur ships to eligible international destinations available at checkout.

Shipping availability depends on the destination, product, carrier restrictions, and applicable import requirements.

International shipping charges are calculated at checkout.

Who pays customs duties and import taxes?

International customers are responsible for any:

Customs duties.
Import taxes.
Brokerage fees.
Handling charges.
Government or carrier fees.

These charges are generally not included in the product price or shipping charge unless expressly stated at checkout.

AureBravur does not control or reimburse charges imposed by the destination country, customs authority, or carrier.

What happens when an order contains an available product and a preorder?

When an order contains both immediately available products and preorder, special-order, or temporarily unavailable products, the order will normally ship together after all products are ready.

AureBravur is not required to divide the order into separate shipments.

Can I change my shipping address after placing an order?

Contact info@aurebravur.com immediately.

We cannot guarantee that an address can be changed after an order has entered processing, fulfillment, or shipment.

Customers are responsible for providing a complete and accurate shipping address during checkout.

What should I do if my package is marked as delivered but I cannot find it?

First, please:

Check the mailbox, parcel locker, entrance, reception area, or other delivery location.
Ask household members.
Ask neighbors when appropriate.
Contact the building’s management or security office.
Review the tracking information and any delivery photograph.
Contact USPS or DHL.

The issue must be reported to AureBravur within 3 calendar days after the recorded delivery date.

AureBravur may assist with a carrier investigation. However, a package marked as delivered does not automatically qualify for a refund, replacement, or store credit.

Any resolution will be determined case by case based on the tracking information, delivery confirmation, signature records, carrier investigation, order circumstances, and applicable law.

What should I do if my package or product arrives damaged?

Shipping damage must be reported within 48 hours after delivery.

Contact info@aurebravur.com and include:

Full name.
Order number.
Photographs of the product.
Photographs of the exterior and interior packaging.
Photograph of the shipping label.
A description of the damage.
Video when reasonably requested.

Do not discard the product or packaging until the claim has been reviewed.

PRODUCTS & MATERIALS

What is AureGold™?

AureGold™ is AureBravur’s proprietary name for its gold-tone finish.

When a product is identified as AureGold™ PVD, the finish is applied using a Physical Vapor Deposition process over the base material disclosed on the product page.

AureGold™ does not mean solid gold unless the individual product description expressly identifies the product as being made from solid gold.

What material is used for AureGold™ chains and bracelets?

AureBravur AureGold™ chains and bracelets are made with 316L stainless steel and finished with our gold-tone PVD coating, unless a product page specifically identifies a different material.

Is AureBravur jewelry hypoallergenic?

Our AureGold™ chains and bracelets are made with hypoallergenic 316L stainless steel, selected for comfortable everyday wear.

Individual skin sensitivities and allergies may vary. No material can guarantee that every person will be completely free from irritation.

Discontinue use and consult an appropriate healthcare professional if irritation occurs.

Can I wear AureGold™ jewelry at the beach or pool?

Yes. AureGold™ jewelry may be worn during normal recreational use at the pool or beach.

After swimming:

Rinse the jewelry thoroughly with fresh water.
Remove chlorine, salt, sand, sunscreen, and sweat residue.
Dry the jewelry completely with a clean, soft cloth.
Allow it to dry fully before storing it.

Avoid prolonged soaking, hot tubs, highly concentrated chlorine, bleach, harsh chemicals, and storing the jewelry while wet.

Can I shower with my jewelry?

Ordinary contact with fresh water does not automatically damage AureGold™ jewelry.

However, soaps, shampoos, conditioners, and body washes may leave residue on the finish. After significant exposure, rinse the jewelry with clean water and dry it thoroughly.

Removing the jewelry before showering may help reduce residue buildup and cleaning frequency.

Will AureGold™ jewelry lose its color?

AureGold™ PVD is designed for durability during normal use.

However, no surface-applied finish is completely immune to friction, scratches, chemicals, abrasion, body chemistry, or gradual cosmetic wear.

Proper care, cleaning, and storage help preserve the appearance of the finish.

AureBravur does not offer a lifetime finish guarantee or claim that a finish will remain completely unchanged indefinitely.

How should I clean AureGold™ jewelry?

For routine cleaning:

Wipe the jewelry gently with a clean microfiber cloth.
Remove moisture, fingerprints, oils, and residue.
Store the jewelry only after it is completely dry.

For deeper cleaning, use lukewarm water, a small amount of mild soap when necessary, and a soft cloth. Rinse and dry the product completely.

Do not use:

Toothpaste.
Baking soda.
Bleach.
Acetone.
Alcohol-based cleaners.
Metal polish.
Abrasive cloths or brushes.
Steam cleaners.
Ultrasonic cleaners unless specifically approved for the product.

Does every order include an AureBravur box?

Yes. Every AureBravur order includes an AureBravur presentation box or the packaging designated for the purchased product.

Packaging style, size, and presentation may vary depending on the product or collection.

Do you offer resizing or repairs?

AureBravur does not currently offer general resizing, in-person repairs, or paid repair services because we do not operate a physical retail location.

Products with a potential manufacturing defect may still be reviewed under the AureBravur Six-Month Limited Warranty.

Do not arrange third-party resizing, repair, polishing, replating, engraving, or modification before contacting AureBravur, as unauthorized work may affect warranty eligibility.

PREORDERS & PRODUCT AVAILABILITY

Can I reserve a sold-out product?

Yes. Selected sold-out or incoming products may be available for preorder or reservation.

Availability, estimated processing time, and any special conditions will be displayed on the product page or communicated before purchase.

When will my preorder ship?

The estimated availability or processing period will be shown on the product page or communicated separately.

Estimated dates may change because of production, inventory, shipping, customs, or supplier delays.

Customers will be contacted when a significant delay affects their order.

Can I cancel a preorder?

A standard preorder may be eligible for cancellation before fulfillment unless the product page identifies different terms.

Personalized, engraved, altered, made-to-order, or specially produced products cannot be canceled after production or customization has begun.

Will available products ship separately from my preorder?

Normally, no.

When an order contains available products and preorder or temporarily unavailable products, the entire order will normally ship together after all items are ready.

A customer requesting separate shipment may be responsible for additional shipping charges.

PAYMENTS

What payment methods do you accept?

Available payment methods may include:

Major credit and debit cards.
PayPal.
Shop Pay.
Apple Pay.
Google Pay.
Synchrony.
ATH Móvil.

Payment methods may vary according to the customer’s location, device, currency, order eligibility, and the options displayed at checkout.

A payment method is available only when it appears as an option during checkout.

Is ATH Móvil available for every customer?

ATH Móvil is primarily intended for eligible customers and transactions in Puerto Rico.

Availability may depend on the checkout method and payment instructions presented with the order.

Is financing available?

Synchrony or another financing option may be available for eligible orders when displayed at checkout.

Approval, payment terms, interest, fees, and account requirements are determined by the financing provider, not AureBravur.

What currency are orders processed in?

Orders are generally processed in United States dollars.

International customers may see converted prices depending on Shopify and the selected market. Currency conversions, exchange rates, and international transaction fees may vary according to the customer’s bank or payment provider.

Why was my payment declined?

Payments may be declined because of:

Insufficient funds.
Incorrect billing information.
Address-verification issues.
Bank security restrictions.
Fraud-prevention controls.
Unsupported cards or payment methods.
Financing-provider eligibility requirements.

Contact your bank or payment provider for specific information about a declined transaction.

AureBravur may also request additional verification before fulfilling certain orders.

RETURNS & EXCHANGES

What is your return policy?

Eligible products may be returned or exchanged within 7 calendar days after the shipping carrier marks the order as delivered.

To qualify, the product must:

Be unworn and unused.
Be unaltered and undamaged.
Show no signs of wear.
Include its original packaging, tags, accessories, documentation, and promotional gifts.
Include valid proof of purchase.

The complete requirements are available in the AureBravur Return & Refund Policy.

How do I request a return?

Contact:

returns@aurebravur.com

Include:

Full name.
Order number.
Product name.
Reason for the return.
Photographs or video when the product is damaged, defective, or incorrect.

Do not ship a product before receiving written authorization and return instructions.

Who pays return shipping?

The customer is responsible for return shipping when the return is related to:

Change of mind.
Personal preference.
Incorrect size selected by the customer.
Incorrect product or variation selected by the customer.

AureBravur may cover reasonable standard return-shipping costs when:

The wrong product was sent.
The product arrived damaged.
The product contains a confirmed manufacturing defect.
AureBravur made an order-fulfillment error.

Are discounted products returnable?

Products purchased with a discount or during a promotion remain eligible under the standard return policy unless they were clearly marked Final Sale before checkout.

Are personalized products returnable?

Personalized, engraved, resized, altered, made-to-order, or specially requested products are generally not eligible for return unless they arrive damaged, defective, or incorrect.

Can I cancel a personalized order?

Personalized, engraved, altered, or made-to-order products cannot be canceled after production or customization has begun.

WARRANTY

What warranty does AureBravur provide?

Eligible AureBravur products include a Six-Month Limited Warranty beginning on the recorded delivery date.

AureBravur does not offer:

A lifetime warranty.
A lifetime finish guarantee.
A lifetime replacement guarantee.

What does the warranty cover?

Depending on the product, the warranty may cover confirmed manufacturing defects involving:

Clasps.
Links.
Solder points.
Structural components.
Product assembly.
Stone settings.
Watch movements.
Abnormal or premature peeling or flaking caused by a confirmed manufacturing defect.

What is not covered by the warranty?

The warranty does not generally cover:

Normal wear and tear.
Fine scratches.
Gradual cosmetic finish wear.
Accidental damage.
Pulling, bending, crushing, or impact.
Loss or theft.
Improper cleaning.
Unauthorized modifications or repairs.
Damage caused by failure to follow the Care & Maintenance Guide.

Does swimming automatically void the warranty?

No. Normal recreational pool or beach use does not automatically void the warranty.

Customers must rinse the jewelry with fresh water and dry it completely after exposure to chlorine, seawater, sunscreen, sweat, or sand.

Damage caused by prolonged exposure, harsh chemicals, highly concentrated chlorine, hot tubs, abrasion, or improper aftercare may not be covered.

How do I submit a warranty claim?

Contact:

warranty@aurebravur.com

Include:

Full name.
Order number.
Product name.
Description of the issue.
Date the issue was first noticed.
Clear photographs and video.

Do not ship a product before receiving written authorization.

What happens when a warranty claim is approved?

Depending on the product and issue, AureBravur may:

Repair the product.
Replace the affected component.
Replace the product.
Provide a comparable replacement.
Issue store credit when repair or replacement is not reasonably available.

The appropriate resolution is determined after inspection.

CONTACTING AUREBRAVUR

How can I contact AureBravur?

General assistance and shipping: info@aurebravur.com
Returns: returns@aurebravur.com
Warranty: warranty@aurebravur.com
Phone: 787-948-4100

Please include your order number when contacting us about an existing purchase.

What is your business address?

AureBravur LLC
801 Calle Esmeralda, La Alameda
San Juan, Puerto Rico 00926
United States

Products should not be mailed to this address without prior written authorization and shipping instructions.