Bespoke Bridal FAQs

How far in advance should I start the process?

We recommend finalizing your diamond selection 8 weeks before you want your ring completed in hand. This ensures you see the most up to date and accurate options available and leaves enough time for production, which takes approximately 4 weeks.

What if I am not in New York city?

We have worked with clients all over the world and are experts in working with you remotely via phone and email. Start by fill out our form to schedule your virtual consultation and get all of NYC’s Diamond district offerings at your fingertips!

When is payment due?

We request a 60% deposit to secure a diamond and start the process of building your custom ring. The balance is required when the ring is complete and upon your approval of the finished product.

Are your bespoke services only for bridal?

We create custom jewelry of all kinds! We have clients who come to us for help with birthday, anniversary, and Valentine’s Day gifts. For inquiries about custom non-bridal designs, email concierge@aurora-newyork.com 

Is shipping insured? Do I have to sign for it?

Your Aurora New York orders always come with fully insured shipping and require signature upon delivery.

How do I insure my Aurora New York pieces?

We highly recommend insuring your Aurora New York ring! Jewelers Mutual can provide a standalone policy, or you can add jewelry to your homeowners insurance with a rider. 

Where are your diamonds sourced from? Are they conflict free?

Our diamond suppliers guarantee that our diamonds are compliant with the Kimberley Process and are conflict-free. Learn more about the Kimberley Process at www.kimberleyprocess.com.

What is your refund policy?

As every order is custom made for each client, we do not offer the ability to cancel, refund, or exchange an order once it is placed

Ready-to-Wear Fine Jewelry FAQs

How can you place an order?

Placing an order is very easy. Simply select your preferred item(s) & add them to your shopping cart. When you are happy with your collection, just follow the guide lines given on the checkout page to place your order. When you confirm your order, we will send you an automated e-mail confirmation.

How can you pay for your order?

We have the simplest and safest payment process in effect. You can choose to pay via Master Card, Visa, PayPal, Discover, American Express. All the payment methods followed are 100% secure. All the personal and payment information you submit to us are encrypted. All payments are managed by our business partner Stripe.

What happens when you place an order?

Once your order placement is complete, you will get an email confirmation from Aurora New York. This email will verify all your personal & payment information and in case there are any disputes, we will contact you to fix the issue.

How long does our shipping take?

We ship orders via UPS or USPS Ground for domestic orders which typically arrives in 5-7 business days. This is unless you have chosen expedited shipping at checkout. We ship in cardboard box that are unmarked carries our brand name on the shipping label. This can’t be removed for insurance purposes. 

How do we ship orders?

All orders are shipped through UPS or USPS . The ETA for UPS or USPS  is generally 5-7 business days while for ups overnight delivery it’s usually delivered the next business day (depending on availability).

Do we ship globally?

Currently we are shipping in USA and Singapore. For customers in other countries please email concierge@aurora-newyork.com to find out about special arrangements that we can make based on the country you are in.

How quickly are our orders processed?

All orders processed between 5-7 business days for in-house items. This does not include made-to-order items that are currently not in stock, that will take 2-5 weeks depending on the order.

What is your refund/exchange policy?

All Aurora New York fine jewelry sales are final and we do not offer returns or exchanges. If you are unsure of your size or have questions about our pieces before purchasing, our team is available via email to help guide you in the right direction!

Is there a warranty on my Aurora New York jewelry?

Aurora New York fine jewelry does not come with a warranty, but if your item arrives with a manufacturing defect we’re happy to repair or replace it for you! Please email concierge@aurora-newyork.com within 14 days days of delivery if this is the case. Your item must be unused and in its original packaging. We reserve the right to refuse any replacement requests if we believe the items are intentionally damaged or misused. 


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