Client Care
Looking after the piece, and the person wearing it.
Sizing, styling, gifting, or something that has gone wrong. You are writing to the small Australian team that chose the piece and checked it before it was packed — not to a queue.
Speak to us
Three ways in. All of them reach the same two people.
Best for a quick question, a sizing check, or sending a photo of what you already wear.
support@aurilyn.com — anything to do with an order, a return or a warranty claim. Quote your order number.
Messages are answered by a person during Australian business hours, Monday to Friday. Anything arriving over the weekend is picked up Monday morning.
How can we assist you?
Eight things people ask us most, each answered in full.
Not sure what to choose? Ask before you buy.
Tell us who it is for, roughly what they already wear, and what you would like to spend. You will get two or three considered suggestions back — with the reasoning — rather than a link to a catalogue. It costs nothing and there is no obligation to buy.
Request a consultationSilver tarnishes. That is chemistry, not a fault.
How to clean it, how to store it, and what to keep it away from — including why silver you wear often needs less looking after than silver you save for occasions.
Read the care guideIf something goes wrong, it is covered.
Twelve months against manufacturing faults — plating, settings and clasps — on top of your rights under Australian Consumer Law.
See what is coveredFrequently asked
Including the answers that are not entirely in our favour.
Is it solid gold or gold plated?
Plated, and we say so plainly. Gold-finish pieces are solid S925 sterling silver carrying a 2.5 micron layer of 18K gold — roughly five times the thickness used in fast fashion. That thickness is why we can put a 12-month warranty behind it.
Other pieces are rhodium-finished: a 0.5 micron layer of rhodium over the same sterling silver, for a bright polished silver. The exact finish is stated on every product page. We do not blur the two together.
Will it turn my skin green?
No. Green marks come from copper and nickel in cheap base metals. Every Aurilyn piece is cast in genuine 925 sterling silver, free of nickel, lead and cadmium. If jewellery has irritated you before, this is exactly what we make for.
My silver has gone dull. Is that a fault?
No — it is tarnish, and every sterling silver piece does it. Silver reacts with sulphur in the air; salt air, chlorine, perfume and some cosmetics speed it up.
Wipe it with a soft dry cloth after wearing, store it dry and apart from other pieces, and use a silver cloth when it dulls. Silver that gets worn regularly tarnishes less — so wear it.
I have ordered the wrong size. What now?
You have 30 days to return unworn items in original condition. Before ordering, check the ring size guide or chain length guide — and message us if you fall between sizes, because many of our rings and bracelets are adjustable and you may not need to choose.
How long does delivery take?
Orders are processed within one to two business days and sent tracked. Shipping is free across Australia on orders over $100 AUD. Full detail sits on the shipping and returns page.
Can you help me choose a gift?
Yes, and it is the part we like most. Send us the details and you will get two or three considered options back — not a link to a catalogue. There is no charge and no obligation.
Do you resize or repair?
We are not a workshop, so resizing and repair are not services we offer. A manufacturing fault inside twelve months is replaced under warranty. Damage from wear gets an honest answer and a pointer to a local jeweller, rather than a sale you do not need.
