Payment and Payment Plans

My payment won't go through, what can I do? 

  • First of all, don't worry! Banks and credit card companies can make it difficult for you to place a large international transaction unless you tell them about it first. If you are experiencing difficulties, reach out to your bank and notify them about your intended purchase, and then try again.

What forms of payment do you accept?

  • We accept all major credit cards, payments through Paypal, and Swift Bank transfers.

Can I pay using a payment plan? 

If you would like to set up a payment plan please contact our customer service team.

Shipping and Returns

How long does it take to receive my order?

  • We make all of our jewelry to order, and it will take around 3-4 weeks for production unless otherwise noted. 
  • Custom designs can take between 4 weeks to 2 months depending on the complexity of the design.
  • Production timeframes are not including shipping times.

How long does shipping take?

  • From the time your order is shipped it will take around 5-7 business days for delivery.
  • For certain countries you will need to submit paperwork and/or pay taxes for your package to be released from customs. Please pay attention to your tracking information and fill out the needed information quickly to avoid any delays.

I needed my jewelry yesterday! What can I do?

  • Here at ATUR we make every design to order, so in most cases there is no possibility of rushing your order. Additionally, the shipping we provide is already the fastest option available so if you really need your jewelry urgently please contact our customer service team before placing your order.

Are there any additional fees associated with shipping? 

  • Shipping is on us, however value added tax (VAT) and customs are not included. You will need to pay these fees upon delivery according to your country of residence.

What if I don't see my country on the list of countries you can ship to?

  • We cannot ship to every country, but we will do our best to help you find a work-around! If you do not see your country on our pull down menu please contact our customer service team.

Warranty and Repairs

Do I have a warranty on my newly purchased jewelry?

  • Yes you do! We offer a 1-year limited warranty on all items purchased from ATUR. 
  • The limited 1-year warranty covers any defect in craftsmanship and materials; but please note that it does not cover any damages due to impacts or falls. If you have your designs repaired or resized (or any other services) by someone other than ATUR, your warranty will be voided.
  • Please visit our Warranty and Repairs policy for a full breakdown of the warranty.

I need a repair! What should I do? 

  • If you are within the 1 year warranty: Please contact our customer service team and explain the needed repair. We will discuss whether or not your repair will be covered under warranty based on pictures and the description of the damage. 
  • If the repair is covered under warranty then the shipping and work put into fixing your jewelry will be completely covered.
  • If your jewelry repair is not covered under warranty we will send you a quote for repair within 1 week of being notified.

  • If you are past the 1 year warranty: Please contact our customer service team and explain the needed repair. We will send you a quote for repair within 1 week of being notified based on pictures and the description of the damage. 

*In some cases we will only be able to quote the final cost for a repair until after the item has been returned to our studio. We will do our best to offer our best estimate in these cases before shipping.

Materials and Care

What materials do you use? 

  • We craft all of our designs using solid yellow or white gold in either 14k or 18k.  
  • All jewelries seen on the website are shown in 14k gold. Please note there is a slight color difference between 14k and 18k yellow gold. 
  • All designs purchased in white gold will automatically come with a white rhodium plating. 
  • Rhodium plated Jewelries will need to be replated on average every 1-2 years, depending on use (a service which we recommend be performed by a local and trusted jeweler). Please visit our Careguiding Spirit for more information.
  • We do not use silver or any other precious metal. For interest in designs made using platinum, please contact our customer service team.

Will the gemstones come with a gemological certification? 

  • White diamonds above 0.5ct will come automatically with a gemological certificate from a variety of grading institutions.
  • Due to their natural inclusions, salt and pepper diamonds cannot be graded and therefore will not come with a gemological certificate.
  • Diamonds less than 0.5ct and other gemstones will not come automatically with a gemological certificate, but can be created upon request for an additional fee. 
  • Lab grown diamonds 1ct or above will come automatically with a gemological certificate. If you would like a certificate for a smaller lab grown diamond please contact our customer service team.

Are you using lab grown or naturally mined diamonds?

  • In some of our designs we use lab grown diamonds, and in others naturally mined diamonds. It depends on the design and you will find the materials for each jewelry listed under “materials” in the description of the listing.
  • The parameters of the natural diamonds are also listed under the items materials, and are unique to each individual design. 
  • It is possible to change out naturally mined diamonds for lab grown ones and vice versa. If you would like a quote for a design with a different kind of diamonds please contact our customer service team.

What is the difference between lab grown and naturally mined diamonds?

  • Lab grown diamonds are chemically, optically, and physically identical to natural diamonds, and therefore they exhibit the same amount of hardness and durability as well. The only exception being that lab diamonds are grown in a laboratory, whereas natural diamonds are mined from the earth. 
  • Lab grown diamonds exhibit the same amount of fire and sparkle as naturally mined diamonds, and the only way to tell the difference between them is to have them tested in a lab. 
  • Lab grown diamonds are an excellent way to get a little extra bang for your buck, and we love using them! 
  • Naturally mined diamonds on the other hand are a great investment. Natural diamonds are a limited resource that will hold its value and increase over time.

How do I take care of my jewelry and gemstones?

  • While Diamonds are known for their incredible hardness, it does not mean that they are incapable of breaking. Diamonds can crack or break if an impact or drop is big enough.
  • Additionally, there are certain cuts and types of gemstones that are fragile and need to be worn with certain precautions. 
  • Visit our Care Guiding Spirit for a full list of our recommended care practices.

Can I send you my own gemstone/s? 

  • While we love the idea, there are many limitations on the importing/exporting of loose gemstones. For this reason we are not accepting diamonds and gemstones that are not resourced by us. If you have any additional questions on this matter please feel free to contact our customer service team. 
  • We also cannot send you jewelry with an empty setting. Each stone has unique dimensions and we cannot ensure that your stone will fit unless we can measure it ourselves.

How do I clean my jewelry? 

  • You can clean your jewelry at home using warm water, mild hand soap and a soft toothbrush. However this will not necessarily remove all of the wear and tear from your jewelry (especially those with gemstones). The best option is to take your jewelry to a local (and trusted!) goldsmith for proper cleaning and polishing.  
  • Visit our Care Guiding Spirit for a full list of our recommended care practices.

Sizing

How do I know which ring size I need?

  • We make all of our rings in US sizes! In order to find the most accurate sizing, please visit a local and trusted jewelry store/ jeweler and have them measure your finger. This will result in the most accurate and reliable size.
  • Please do not use at home ring measuring systems such as string, plastic sizers, or online ring sizing applications
  • Ring sizing is something that changes for the individual, some like it looser, some like it tighter. For these reasons we cannot be responsible for determining your exact ring size, but we will do our best to help guide you through the process to get the most accurate result.

How do I figure out sizing if I am not located in the US? 

  • If you are not located in the US please do not use online ring conversion sites to find your correct size as there are discrepancies when translating international ring sizes to US ring sizes. 
  • For all customers outside of the US we will need the inner diameter of a ring that fits the intended finger to make sure the ring fits properly. 
  • To get a proper measurement please go to a local and professional jeweler and have them measure the inner diameter for you. We will make your ring based on this exact measurement.

Already have a ring that fits the intended finger? 

  • If you already have a ring that fits on the intended finger you can measure the inner diameter at home using a digital caliper tool (available for purchase online or at most hardware stores). To understand the best way to measure your ring please watch this video
  • Please send us photos of the caliper as it is measuring your ring so that we can ensure you have taken the measurement properly. 
  • For any questions about sizing please contact our customer service team and we will be happy to guide you through the process.

I ordered the wrong size, what should I do?

Custom Designs

Do you make custom designs?

  • Yes we do! We charge a 150 USD deposit to get the process started, the deposit will be deducted from the final cost of the design
  • Please check out our custom design page for more information!
  • If you want to get the ball rolling the best way is to fill out our custom design questionnaire.

How do I know I will like my custom design?

  • We want you to love your custom design! We will start with a conversation about your interests and then move forward with some drawings to make sure we are on the same page. You will be in constant contact with our custom design specialists who will guide you through each step of the process, making sure that you are both having fun and completely satisfied with the end result. 
  • Furthermore, we can also make you 3D mockups of your custom design! The 3D mockups will include multiple viewpoints, measurements, and adjustments allowing you to visualize how the final design will look. We can also make a few tweaks to the design if needed.

Can I cancel my custom design?

  • If after receiving the mockups of your custom design you want to change the design completely or go in a new direction we will charge an additional nonrefundable fee of 100 USD to make new mockups for you. 
  • Additionally If after receiving the mockups you decide you do not like the custom design you can still use the 300 USD reimbursement towards another "non custom" design from our website.