Frequently Asked Questions

What materials are used at Aurex Ice Jewelry?

Our pieces are crafted from premium materials including 925 sterling silver, white gold-plated finishes, moissanite, and select lab-grown diamond pieces depending on the product.

Is your moissanite diamond tester approved?

Yes. Our moissanite pieces are diamond tester approved.

Does every piece come with a GRA certificate?

GRA documentation is included where applicable. Check the individual product description for exact certification details.

Will my jewelry tarnish?

Our jewelry is designed for long-lasting wear, but all plated jewelry can experience normal wear over time. To preserve the finish, avoid prolonged exposure to water, sweat, chemicals, lotions, and fragrances.

How should I care for my jewelry?

Store your jewelry in a dry place when not in use and gently clean it with a soft jewelry cloth. Avoid harsh chemicals and abrasive cleaners.

How long does shipping take?

Orders are typically processed within 1–2 business days. Delivery time depends on your location and the shipping method selected at checkout.

How can I track my order?

Once your order ships, you’ll receive a shipping confirmation with tracking information by email.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible. Once an order has been processed or shipped, changes may no longer be possible.

What is your return policy?

Returns are accepted according to our posted Return & Exchange Policy. Items must meet the eligibility requirements listed in that policy.

Do you offer exchanges?

Eligible items may be exchanged according to our Return & Exchange Policy. Contact us before sending anything back.

What if my order arrives damaged or incorrect?

Contact us as soon as possible with your order number and clear photos of the item and packaging. We’ll review the issue and help resolve it.

Do you ship internationally?

International availability depends on the destination and current shipping settings. Available shipping options will appear at checkout.

How do I know what size or length to order?

Product dimensions and chain lengths are listed on each product page. If you’re unsure which size is best, contact us before ordering.

Are chains included with pendants?

Only when specifically stated in the product description. If a chain is not listed under What’s Included, it is sold separately.

How can I contact Aurex Ice?

Email:contact@aurexicejewelry.com or use our Contact page for order questions, product questions, or general support.