FAQ

Frequently asked questions

PAYMENT & PLACING ORDERS

How Can I Pay For My Order?


At Aurum Bar, we accept all major credit cards as well as payments made through PayPal.
All payments must be paid in full before shipment. In order to place a payment, simply click on either the "Continue to Checkout" or the "PayPal Checkout" buttons in the shopping bag. After you have entered your contact details, you will then be redirected to the relevant payment platform.




How Do I Place An Order?


So, you've looked through our site and want to purchase an item?

Great! Click on the product you would like to purchase to proceed to the product’s page. There, you can find information regarding description and product dimensions.

Click “ADD TO BAG”, and you will be redirected to your shopping bag ready for checkout.

Once you have arrived at your shopping bag, you can confirm that all of your order details are correct. If you have a Promo Code, this is the place to enter it to redeem the discount.

Once you are satisfied with your order, you may click “CONTINUE CHECKOUT”, which will take you to the contact information page.

Here you will fill out your basic contact details and then, again, click “CONTINUE CHECKOUT”.

The next page will be where you enter your payment & shipping information.

Once you have successfully completed this page, you will be sent to a confirmation and thank you page and your order will be sent to production! You will also receive an order confirmation email with your order details and shipping information.




How Do I Use A Promotional Code?


Subscribers to our newsletter and other customers who follow us on social media often receive discount codes.

In order to redeem your discount, simply add the products you would like to purchase to your shopping bag.

In your shopping bag, beneath your item information, you will see an option to enter your promotional code.

Click this button and a box will drop down where you can type in your promotional code.
Once you click “APPLY”, your discount will be subtracted from your subtotal.




My Promotional Code Doesn't Work


If you are having issues redeeming your discount, you may have entered the wrong promotional code or your code may have expired. Please make sure you write the promotional code in the exact same way it was given to you, without any spaces.
If your promotional code is not working, please contact our customer service to resolve the issue.




Can I Use More Than One Promotional Code?


At this time, only one promotional code may be used at a time.




What Should I Do If I Receive A "Payment Didn't Go Through" Message?


If you received a message that your payment did not go through, please check your billing information and personal information. Make sure the information you have entered matches the card.

If all details are correct, please try to pay via PayPal. Don't worry, you don't have to be a registered member of PayPal to use their services.

You can also use a different credit card or try simply try again with the payment process a few hours after your initial attempt.




Why Didn't I Get An Email Confirmation?


There are a few reasons why this might have happened:

  • Sometimes, there is a slight difference between your actual email address and the one you made your order with. (Typos- we all make them!).
  • The email may have been sent to your spam / junk / promotion folder. Look into these folders and find the email.
  • Mark our domain as “Not Spam” in your email service.
  • Some orders get stopped before being confirmed, this could happen because of special characters in inscription, special requests made by you, an error with the shipping address, or other such matters.
Allow 24hrs for our team to release the order into a confirmed status.





SHIPPING

When Will My Order Ship?


All in stock orders are quickly shipped within 2-3 business days. Upgraded Express shipping orders are prioritized and are shipped within 1 business day. If your order has not shipped within this time frame, it may be because of:

  • Pre-order items
  • Items that are not in stock and have an estimated ship date
  • Missing information - check your email!




Do You Offer Free Shipping?


YES! We offer FREE shipping to Canada and on all orders over $100 after discounts and promo codes. Free shipping is not currently available to destinations outside of Canada.




Where Do You Ship From


We are based in beautiful Calgary, Canada! All orders are shipped by us from our office in Calgary. Standard orders to Canada will never have duties. All international orders are subject to import duty taxes, VAT and handling fees, which we are not responsible for.




When Will My Order Arrive?


The time it takes for your order to arrive will depend on your location and shipping method. Shipping times are only estimates and exclude holidays, weekends and unforeseen postal delays. Once an order is shipped, we are unable to expedite it. Canada: 3-8 business days
United States: 4-6 business days
International: 7-14 business days
Express Shipping: 2 business days For more accurate information on when your package will arrive, refer to your tracking number. Please allow a few days for it to register.




What Does It Mean When A Product Has An Estimated Ship Date?


If an item has an estimated ship date, it means it's currently out of stock and in the process of being restocked, and estimated to be available to ship on the date specified. This gives you the option to purchase and reserve the item(s) you want in advance and guarantee you'll get them. Payment for the item will be taken at the time the order is placed and your card will be charged upon checkout.





RETURNS & REFUNDS

Returns & Cancellations


The Aurum Bar is focused on giving you quality products. If you recieve jewelry from us that is damaged, defective, or unsatisfactory in any way, let us know right away! Our team will work with you to either refund the item or exchange it for something better! Please get in touch with our customer service team for any help!




I Received An Incorrect Item In My Order, What Should I Do?


If this occures, we will do our best to sort out the situation right away. Please check your order details to unsure that the order was placed correctly. If the order was placed correctly but you still received an incorrect item please contact our customer service team right away. We'll send you a replacement item as quickly as we can.




Why Hasn't My Return Been Completed Yet?


If you've returned your order, please allow an extra 4 working days for your return to be completed. Keep an eye on your inbox - we'll send you an email as soon as it’s in the works.





PRODUCT CARE

Every Day Care


Your Aurum Bar products will last longer if you take good care of them! Wear your Aurum Bar jewelry during the day, but remove at night to sleep. Store your pieces in a clean, dry place, away from moisture and humidity. Do not store your jewelry in your bathroom as the moisture may cause early deterioration.




Extra Care


Wash plated jewelry with warm water. You can use a mild soap if needed. Let your jewelry air dry and buff it with a microfiber cloth for extra shine!