Customer Service
Aurora Antiqua is small enough that the person who researched your piece is the same person who answers your email. There is no support team between you and us. We answer every message ourselves, usually within one business day.
How to reach us
| info@auroraantiqua.com | |
| Instagram DM | @auroraantiqua |
| Response time | Within one business day, Monday to Friday, Belgian time (CET). |
| Languages | English, German |
| Business address | Aurora Antiqua, Belgium |
What we help with
Before you buy
- Detailed condition reports beyond what is on the product page
- Sizing advice (ancient ring sizes can run smaller than modern equivalents — we will measure to the millimetre and advise honestly)
- Provenance and reference questions about a specific piece
- Restoration disclosure — what was conserved, what is original, what is unknown
- Gift orders, including discreet packaging and timed delivery
- Sourcing requests — if you are looking for something specific, we keep notes and contact you when a matching piece comes in
After you buy
- Shipping updates and tracking
- Returns and exchanges (see our Return Policy — 30 days from delivery, free EU returns)
- Care and wear advice for ancient and antique jewelry — see our Care Guide
- Resizing referrals (we can recommend trusted jewelers if a piece needs adjustment)
- Authentication certificates and replacement documentation
Inherited pieces and identification requests
If you have inherited a ring or found something at a flea market and you want to know what you have, send us a photo. We provide a one-paragraph honest assessment for free, no obligation. We don't appraise for insurance — for that we will refer you to a certified appraiser.
Our promise
- Lifetime Authenticity Guarantee — every piece is guaranteed authentic in writing, for as long as you own it.
- 30-day returns — full refund, no restocking fee, free return shipping within the EU.
- Worldwide insured shipping — included in every order, no hidden fees.
- Transparent restoration — every conservation action is disclosed on the product page.
- Personal attention — Jakob researches and authenticates each piece. Every email is read and answered by him personally.
Common questions
How long does shipping take?
EU: 2–14 business days. Non-EU: 3–14 business days after dispatch. Some non-EU shipments require an export licence (2–8 weeks). Full details in our Shipping Policy.
Will I have to pay import duties?
For non-EU destinations, buyers are responsible for import duties and customs fees according to local law. We provide accurate customs declarations to minimise delays.
Can I see the piece in person before buying?
We are happy to provide additional photos, video, or weight/diameter measurements before purchase. We do not currently offer in-person viewing, but we make returns easy if you are not satisfied on receipt.
What if my piece arrives damaged?
Email us immediately with photos. All shipments are fully insured. We will either send a replacement (when available) or refund you in full including return shipping. You should not bear any cost from a shipping mishap.
Is my information secure?
We never sell or share customer information. Payment is handled by Shopify with PCI-compliant encryption — we never see your card details. See our Privacy Policy for details.
Have a question we did not answer? Write to us. We read every email.