FAQ

🌙 When will my order ship?
We package and ship orders within 3–5 business days. You'll receive an email with your tracking number once it ships. USPS shipping estimates are:

US Standard Shipping: 5–8 business days
International Shipping: 6–18 business days

📦 What kind of packaging do you use?
All orders are beautifully wrapped in an organza pouch or luxe box, sealed with care and intention. Packaging is eco-conscious, reusing materials where possible while maintaining a magical, gift-worthy presentation.

🧿 Why might my crystal look slightly different in person?
Each crystal is one-of-a-kind — a natural creation of the Earth. Color, shape, texture, and clarity may vary slightly from what you see in photos due to lighting and nature’s uniqueness.

🔮 Do you accept returns or exchanges?
All sales are final. As a small business dealing with energetically sensitive items, we do not accept returns or exchanges. If your item arrives damaged, please reach out within 3 days with photos so we can make it right.

✨ Do you ship internationally?
We currently ship within the U.S. only. International shipping is coming soon — follow us on social or subscribe to our newsletter for updates.

💌 Can I request specific crystals in a mystery box?
Mystery boxes are intuitively chosen, but you're welcome to leave a note at checkout with your preferences (e.g., “I love rose quartz,” or “no amethyst please”) — we’ll do our best to honor your wishes!

💍 Do you accept custom orders?
Yes! We offer curated crystal sets and custom gothic jewelry. Message us with your vision and we’ll collaborate to create something magical just for you.

🔐 Is shipping insurance included?
Yes — all U.S. orders include up to $100 in USPS shipping insurance. If you'd like to add additional insurance or request a signature on delivery, please message us before checkout.

📫 What happens if my package is lost or damaged?
We are not responsible for packages that are lost, stolen, or marked as delivered by the postal carrier. Once your package leaves our hands, it becomes the responsibility of USPS.

All U.S. orders automatically include up to $100 in USPS shipping insurance. If your order is lost or arrives damaged, we recommend visiting your local post office in person to start an inquiry — this often leads to faster results. You can also file a claim directly with USPS.

To learn more and submit a claim, please visit the official USPS claims page.

📨 How can I reach you?
Email us at hello@auraempress.com or use the Contact Form on our website. We typically respond within 1–2 business days.