On this page you will find information concerning our customer service. We have compiled a list with the most common questions about ordering, shipping, returning and payments. If you still have questions after reading through the answers below, please feel free to contact us at [email protected].
Aurora Patina is a certified by Thuiswinkel Waarborg and Ecommerce Europe Trustmark.
1.1 How can I contact customer service?
We are always available by e-mail at [email protected].
1.2 Can I visit your store in person?
We are sorry, but you can not visit us. Aurora Patina is an online business only. Our adress in Almere is our office space. Our jewellery is shipped from and stored in Germany.
1.3 What does the Thuiswinkel Waarborg logo stand for?
Every year Thuiswinkel Waarborg evaluates our company and our webshop for compliance with laws and regulations, security and financial stability. This is to ensure that you are doing business with a trustworthy webshop. The logo indicates that we are certified by Thuiswinkel Waarborg. Only certified webshops are allowed to use the Thuiswinkel Waarborg logo.
1.4 How safe is shopping at Aurora Patina Online?
Our shop meets all the modern requirements for online shopping. You can pay safely with iDeal, PayPal, Credit card or bank transfer. You can even choose to pay at a later date with Afterpay. We handle your personal information with care, it will only be used for shipping and customer service purposes. Any data collected for an account at ur webshop is strictly private and will under no circumstances be disclosed to third parties.
1.5 The jewelry doesn't suit me, can I return it?
Not a problem at all. Jewellery is very personal. That is why you can return your order or parts of it up to two weeks after receipt without specifying any reasons. You will be refunded the full purchase value. You can learn more on the page 'Returns and cancellations'.
1.6 I have a complaint, what should I do?
We will gladly solve your problem as quickly as possible. The best thing to do is to contact our customer service team so we can find a suitable solution together. If you are not satisfied with our suggested solution you can start a dispute procedure. Aurora Patina complies with the customer service regulations of the Dutch Thuiswinkel Organization. We kindly ask you to send us your complaint in writing by e-mail to [email protected] or by regular mail to Aurora Patina t.a.v. Customer service, Boonestaakstraat 14, 1336 AP in Almere, Netherlands. We will process all complaints as soon as possible and provide you with a substantive response within 14 days. If you do not agree with the proposed solution still, you can submit your complaint to the Klachten Comissie via the European ODR Platform (https://ec.europa.eu/consumers/odr/).
1.7 I have identified an error on the website, how can I help?
If, despite our utmost care, you have detected an error or inaccuracy, we greatly appreciate it if you notify us through the contact form on the right-hand side of our website. This applies to our communications on Facebook, Pinterest and Twitter as well.
2.1 How can I order items?
Place the item you want to order in your shopping cart by clicking on the 'Add to cart' button. You will find this button on all product pages provided we have adequate stock. On the next screen that is presented to you, click on 'Complete order'. This will take you to the page called 'My shopping cart'. On that page you will find an overview of all the products in your shopping cart and you can enter a gift or discount code.
If you are happy with the contents of your shopping cart, click on the 'Complete order' button. On the subsequent page, enter your name and address details. You can optionally enter an alternative shipping address at the bottom of the page. Please check all details carefully. Once you are done, click on the button 'Next step'.
On the following page you can choose a shipping method. After you have made your selection, click on the button 'Next step'.
This will take you to the page 'Choose a payment method'. Here you select which payment method you want to use to pay for your order. After you have selected a payment method, click on the button 'Next step'.
On the last page you can check the details of your order to see if they are correct. If you are satisfied with your order and you have completed all the details correctly, you are required to accept the general terms and conditions by ticking the box 'I agree with the general terms and conditions and have checked my order and details'. After that you can click on the 'Buy now' button and your order will be completed with a purchase agreement.
2.2 I made a mistake while ordering, what should I do?
It can happen to anyone, don't worry. In case of errors or mistakes, please feel free to contact us at any time through our customer service. We will be happy to modify your order, or cancel the order if it was placed by mistake.
2.3 Can I cancel my order?
Yes, this is possible until we have presented the order to the parcel service for shipment, which is usually quite fast. If you want to cancel an order, please contact us as soon as possible through customer service. If you already made a payment, we will refund the purchase price. In case we already shipped the order, you may still return the order within 30 days. You are required to notify us within 14 days. You are at that point however responsible for the postage of the return.
2.4 I would like to know more about my order, where can I find this information?
You will be informed by email about the status of your order. Such as when your payment has been successful, the order has been processed and the order has been shipped. You can also monitor the status of your order at any time by logging into your account at Aurora Patina provided you created one. In your account you will find all information regarding your orders under the tab 'My orders'.
2.5 I just placed two orders. Do I have to pay shipping costs twice?
If you place one or more orders immediately after placing an order, we will try to ship your orders as one. Please contact us with a request to refund any surplus shipping costs, including your bank account details. We will then refund this surplus shipping costs to your bank account. If the total of your orders exceeds 50 euros you receive we will refund all shipping costs paid earlier and shipping will be free!
3.1 What are my payment options?
For more information about payment methods, please refer to the page 'Payment methods'.
3.2 My payment was unsuccessful. What can I do?
We will send you a second chance e-mail automatically. In this e-mail you will find a payment link which you can use to restart the payment process up to 7 days. If you have any questions about your playment, please contact our customer support.
3.3 Payment by bank transfer: Where can I find the bank details and the amount due?
If you opted to pay by bank transfer, you will receive an order confirmation by email containing the amount of your invoice and the bank details of Aurora Patina. You recieve this email at the email address you provided when you placed your order. You can use this information to complete your payment. We will ship your order as soon as we have received your payment. Please note that this lengthens delivery time a little. You can find our bank details on the page 'About Aurora Patina'.
3.4 Bank transfer: how long will it take for my order to arrive?
If you choose to pay by bank transfer, it may take several days for your payment to arrive into our account, depending on the bank you are transferring the amount from and whether you are transferring the funds from abroad. Do not worry, we monitor our account on a daily basis and will set your order aside. As soon as we have received your payment you will be notified immediately and we will ship your order. At that point normal delivery time applies.
4.1 What are the shipping costs for my order?
For more information about shipping costs, please visit our 'Shipping' page.
4.2 What are the various shipping options?
For more information about shipping options, please visit our 'Shipping' page.
4.3 How long will it take for my order to arrive?
Shipping usually takes 1to2 working days within Germany. All other countries have a delivery time of 2 to 3 working days. Note that holidays and weekends are not considered working days. For more information about shipping, please visit our 'Shipping' page.
4.4 I ordered during the weekend. When will my order be shipped?
If you order on Saturday after 14:00 or Sunday, we can only offer parcels to the carrier on the next Monday. Please note that your order will not be delivered to you until Tuesday.
4.5 Can I collect orders in person?
No, that's not possible. Aurora Patina is an online business only, and we use trusted partners for payment, shipping and return of all orders.
5.1 Can I return orders?
Of course you can! You are entitled to a statutory 14-day cooling-off period after receiving all your online purchases, not just from our shop. For more information regarding returning orders, please refer to our Returns and cancallation page.
5.2 If I return something, will you reimburse me for the cost of returning it?
No, you are responsible for the return of the order or parts thereof. This also means that you are responsible for the costs of returning the order. However, we will refund any shipping costs you paid when you placed your order. Did you receive the order from us without shipping costs? Then you will not be reimbursed for any shipping costs.
6.1 Where are the jewels coming from?
All jewelry comes from our supplier in Germany. The brand of our modern collection is called JOBO.
6.2 Is the jewellery nickel-free?
All jewellery you can buy at Aurora Patina meets the European legislation for jewellery sales to consumers without exception. Our jewellery contains no nickel.