Contact Us

We're here for you. Reach out anytime, and our team will get back to you within 24–48 hours, Monday to Friday.

Email alourainquiries@gmail.com

For orders, product questions, custom requests, and warranty claims. Please include your order number for all order-related inquiries.

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✦ Frequently Asked Questions

Where do you ship? We ship across Canada and internationally. Free shipping on all orders over $200 CAD.

How long does delivery take? Most Canadian orders arrive within 3–7 business days. International shipping times vary by destination and customs processing.

Can I track my order? Yes. A tracking number is emailed to you the moment your order is dispatched. If you have not received it within 3 business days of your order confirmation, contact us at alourainquiries@gmail.com.

What is your return policy? All ALOURA sales are final. We do not offer returns, refunds, exchanges, or cancellations once an order has been placed. Please review your order carefully before completing your purchase.

I received a damaged, defective, or wrong item. What do I do? Contact us at alourainquiries@gmail.com within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the item and packaging. Claims submitted after 48 hours will not be reviewed. Any resolution is at ALOURA's sole discretion.

My package says delivered but I haven't received it. Once your order is handed to the shipping carrier, responsibility for delivery transfers to them. We recommend checking with neighbours, your building's mail room, or your local post office. If the issue persists, contact the carrier directly with your tracking number. ALOURA is not liable for packages marked as delivered by the carrier.

My package is lost in transit. If your tracking shows no final scan and the package appears genuinely lost, contact us at alourainquiries@gmail.com, and we will do our best to assist you in opening a carrier investigation. Please note that outcomes are determined by the carrier and refunds or replacements are not guaranteed.

Can I cancel or change my order? Orders cannot be cancelled, modified, or changed once submitted. Please double-check your size, colour, and shipping address before completing checkout.

I entered the wrong shipping address. What do I do? Contact us immediately at alourainquiries@gmail.com. We will do our best to update it if the order has not yet been dispatched. Once shipped, ALOURA is not responsible for failed or misdirected deliveries resulting from an incorrect address.

Do you offer a warranty? Every ALOURA piece carries a lifetime craftsmanship warranty against manufacturing defects including stone loss under normal wear, clasp failure, and plating defects present at delivery. The warranty does not cover damage from misuse, chemicals, water, perfume, or normal wear over time. To make a claim, email alourainquiries@gmail.com with your order number and photographs.

Do you offer custom or personalized jewellery? Yes. Email us at alourainquiries@gmail.com with your idea, preferred metal, stone type, and any reference images and we will put together a custom quote for you.

What materials are used in ALOURA pieces? All ALOURA jewellery is crafted from 925 Sterling Silver with 14K gold plating, set with certified VVS Moissanite or CZ stones depending on the piece. All materials are clearly stated on each product page.

Do your stones pass the diamond tester? Our VVS Moissanite pieces pass the diamond tester. CZ pieces do not. We are always fully transparent about which stone type each product uses. Check the product description before purchasing.

What is the difference between Moissanite and CZ? VVS Moissanite is a lab-created gemstone that ranks 9.25 on the Mohs hardness scale, passes the diamond tester, and has a higher fire rating than diamond, meaning it produces more colourful light flashes. CZ (cubic zirconia) is a more affordable alternative that does not pass the diamond tester but still offers excellent brilliance at a lower price point. Both are beautiful; Moissanite is simply the premium tier.

Do you offer gift wrapping? Every ALOURA order ships in our signature velvet jewellery pouch and branded packaging, making every order gift-ready at no extra charge.

I haven't received my order confirmation email. Check your junk or spam folder first. If it's not there, contact us at alourainquiries@gmail.com with your full name and the email address used at checkout.

Do you have a physical store? ALOURA is an exclusively online jewellery brand. We do not operate a physical retail location at this time.

How do I care for my ALOURA jewellery? Keep your pieces away from water, perfume, lotions, and harsh chemicals. Store each piece separately in its pouch or box to prevent scratching. Wipe clean with a soft, dry polishing cloth after each wear. Remove jewellery before swimming, showering, or exercising.

I want to collaborate or work with ALOURA. We love connecting with creators and brands that align with our values. For collaboration, press, and partnership inquiries, email alourainquiries@gmail.com with the subject line "Collaboration Inquiry."

✦ A Note From ALOURA

Every message we receive matters. We are a passionate team that genuinely cares about your experience, from the moment you discover us to the moment you open your box. If something isn't right, reach out. We will always do our best for you.

alourainquiries@gmail.com · @alourajewelrey