Atelier Client Care & Provenance
Shipping, Returns & 30-Day Artisan Guarantee
Every AURA & PHANTOM piece is individually paired and engraved to your Four-Pillar natal chart. Below is our transparent global fulfillment, pre-shipment inspection, and return policy.
1. Pre-Shipment 10-Second Daylight Video Approval
Because natural 70/30 Four-Season Lodolite inclusions are one-of-a-kind geological formations, our lapidary bench films a 10-second natural window-light video of your exact 12mm Collector Focal Orb (or your 18×8mm Petite Wrist Spheres) alongside your laser-engraved 18K gold vermeil signet before sealing the box. If you wish to swap a sphere before dispatch, our bench re-selects another specimen at zero cost.
2. Free Express DDP Global Shipping (Duties & VAT Included)
Hand-pairing, ultrasonic cleansing, and reverse natal laser engraving take 1–3 business days. Express air courier delivery takes 4–7 business days (7–10 business days total door-to-door) to the United States, United Kingdom, European Union, Canada, and Australia. All customs duties, import tariffs, and VAT/GST are prepaid by AURA & PHANTOM — you will never be asked to pay surprise carrier fees on delivery.
3. 30-Day Artisan Guarantee & Return Eligibility
- 30-Day Quality & Authenticity Guarantee: If your piece arrives damaged in transit or does not match our solid S925 + 2.5μm 18K Champagne Gold Vermeil and 100% natural untreated quartz standard, we provide an immediate complimentary replacement or full refund within 30 days of delivery.
- Standard Un-Engraved / Default Signet Pieces: Eligible for return or exchange within 30 days in unworn original velvet presentation packaging.
- Custom Personal Monogram / Laser Cipher Pieces: Signets already laser-engraved with a personalized custom monogram are crafted to order and cannot be restocked for hygiene and customization reasons, except in the event of a craftsmanship defect or transit damage (and are always shown to you in your pre-shipment daylight video before dispatch).
- Included Care & Fit Kit: Every 18×8mm Petite Bracelet includes 2 spare matched spheres and replacement elastic cord; every 12mm Focal-Orb Necklace includes a 40+5cm adjustable chain and polishing cloth.
4. Contact the Atelier Concierge
For order assistance, pre-shipment video approvals, or sizing adjustments, write to [email protected] with your order reference. Our concierge responds within 24 hours.