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General
What is your warranty?
For 2 years from the date of purchase, we’ll take care of your product if any damage to the material occurs. Simply contact us and we’ll send you a replacement.
Please note: This warranty does not cover lost items, scratches that come with normal wear and tear, improper use or storage of your product, and any modification to your product done by a third party.
Can I buy Aiu Aio jewelry in a physical store or retailer?
Unfortunately not. You can only purchase our jewelry on aiuaio.com.
What are my payment options?
You can pay with credit cards such as Visa and Mastercard. Additionally, you can pay with MobilePay and ApplePay, making it easy to swipe your favorite piece of jewelry home to you.
See our terms and conditions for more information.
Do you sell gift card?
Yes, we do! You can purchase your electronic gift card right here.
You’ll receive the eGift card via email, and in the email, there are instructions on how to redeem it. There are no processing fees when purchasing an eGift card. eGift cards cannot be purchased together with other products, so your order should only contain an eGift card.
Please note that eGift cards cannot be returned, and the money cannot be refunded.
Shipping
Do you offer free shipping?
Yes, we offer free delivery to parcel shops within the EU. During sale periods, free shipping is only available for orders over a certain amount.
We pack and send your jewelry to the parcel shop you have chosen. You can also choose to pay for home delivery.
If you’re unsure about the delivery method you’ve chosen, you can always find the information in the order confirmation sent to your email upon ordering.
If you do not pick up your order or choose to reject the delivery of your order, we do not cover the costs of return shipping. The return shipping cost will be deducted from your refund.
When will my order arrive?
We pack and send your jewelry to the parcel shop you choose or to your home address. The delivery time is typically 1-3 business days.
You can track your package using the tracking information you receive via email when your package is dispatched.
Which shipping companies do you use?
Do you ship internationally?How is my jewelry delivered?Can I track my order?
Return & exchange
What is your return policy?How do I return a piece of jewelry?How do I exchange a piece of jewelryHow do I make a complaint about a piece of jewelry?Can I get a refund?How long can I exchange a gift?
Quality & sizes
What are the jewelry made ofWhat is your warrantyHow do I take care of my new jewelryHow do I find my ring size
Secure transactions
Transactions are handled with bank-grade security.
Simple checkout
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.
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Can I track my order?
You can easily track your order after purchase regardless of the shipping location. When your order is shipped you will recieve an email with the tracking link.
Which shipping companies do you use?
It’s important for us that your order reaches you on time. Therefore, we use GLS and Postnord for shipping.
Once we have dispatched your order, you will receive an email with tracking information so you can track your package.
We always reserve the right to combine orders with the same delivery address into one shipment to minimize unnecessary use of packaging and shipping.
Do you ship internationally?
Yes, we ship within the EU with the exception of Cyprus, Greece, and Malta.
The delivery time within the EU is 1-5 business days, and we offer free delivery to parcel shops within the EU.
How do you wrap my jewelry?
We pack your jewelry in a beautiful jewelry box, which is placed inside a shipping box. The jewelry box can easily be used as a gift box and reused for other purposes.
Our packaging is environmentally friendly, and we strive to use as little packaging as possible.
Return & exchange
What is your return policy?
We accept returned jewelry purchased on aiuaio.com within 30 days from the date you received the order.
If you’ve purchased jewelry on sale, you have 15 days to return an item from the date you received the order. Orders received between November 5th and December 24th can be returned until January 24th.
We do not refund customs duties and taxes on orders shipped to destinations outside the EU.
Please note that you cover the cost of return shipping unless there is a product defect.
If a piece of jewelry has a product defect due to a manufacturing error, you can return it within 2 years from the date of purchase. If you are the cause of the product defect, you may be able to have it repaired by your preferred jeweler.
We reserve the right to reject unreasonable returns, exchange requests, and repairs.
If you have any questions regarding returns, please feel free to contact customer service, and we will do our best to assist you.
How do I return a piece of jewelry?
You can return your jewelry in three ways:
1.
Return because you have a complaint.
2.
Return because you want a refund.
3.
Return because you want to exchange for a different size.
Go to our return portal and create your return.
What happens after you have recieved my return?
Exchange
If your returned jewelry is unused and in its original condition, your return will be accepted, and we will dispatch your jewelry in the correct size to you within 1-3 business days. You will receive a confirmation email when the package has been sent. If your returned jewelry for exchange is rejected, you will receive a message via email.
Please note that you cover the cost of return shipping.
Refund
If your returned jewelry is unused and in its original condition, your return will be accepted, and we will refund the money in the same way you paid when you ordered the jewelry. It may take up to 15 business days for the money to be in your bank account due to our payment provider.
If your returned jewelry is rejected, you will receive a message via email.
Please note that you cover the cost of return shipping.
Complaint
Once your email is received, we will notify you whether we accept or reject if there is a production error. If we accept that there is a production error, you will receive further instructions via email on how to return the jewelry.
We naturally cover return shipping for products with production errors.
How do I exchange my jewelry?
When can I exchange my jewelry?
If you want to return a piece of jewelry because the size doesn’t fit, the jewelry must be unused and in its original condition.
We exchange within 30 days from the day you received the order.
How do I exchange my jewelry?
When you return a piece of jewelry, it’s important that you:
1.
Pack the jewelry securely – preferably in the original packaging.
2.
Enclose the return form which you can download from our return portal, and indicate the size you want to exchange for.
3.
Include a copy of the order confirmation we sent you via email when you ordered the jewelry.
If you want to exchange the jewelry for a different piece, please contact us at help@aiuaio.com.
If you want to return because you want the same piece in a different size, please visit our return portal.
What happens after I have returned my jewelry?
If your returned jewelry is unused and in its original condition, your return will be accepted, and we will dispatch your jewelry in the correct size to you within 1-3 business days.
You will receive a confirmation email when the package has been sent.
If your returned jewelry for exchange is rejected, you will receive a message via email.
Please note that you cover the cost of return shipping.
How do I make a complaint about a piece of jewelry?
When can I complain about a piece of jewelry?
If you want to complain about a piece of jewelry because it has a manufacturing defect, you have a two-year warranty from the date you received the order.
How do I complain about a piece of jewelry?
You need to send an email to our customer service at help@aiuaio.com. In the email, it’s important that you remember to:
1.
Attach a copy of the order confirmation we sent you via email when you ordered the jewelry.
2.
Specify whether you want a refund or a new piece of jewelry.
3.
Describe the manufacturing defect.
4.
Attach a picture documenting the manufacturing defect.
What happens when I have sent my complaint?
Once your email is received, customer service will notify you within 2-3 business days whether we accept or reject that there is a manufacturing defect. During sale periods, it may take a little longer.
If there is a manufacturing defect, you will receive further instructions via email on how to return the jewelry.
We naturally cover return shipping for jewelry with manufacturing defects.
Can I get a refund?
When can I get a refund?
If you want to return a piece of jewelry and get a refund, the jewelry must be unused and in its original condition.
We will refund the money if you return your jewelry within 30 days from the day you received the order.
How do I get the money back?
When you return a piece of jewelry, it’s important that you:
1.
Pack the jewelry securely – preferably in the original packaging.
2.
Enclose the return form which you can download from our return portal, and note the reason for your return.
3.
Include a copy of the order confirmation we sent you via email when you ordered the jewelry.
If you want to return because you want a refund, please visit our return portal.
What happens when I have returned my jewelry?
If your returned jewelry is unused and in its original condition, your return will be accepted, and we will refund the money in the same way you paid when you ordered the jewelry.
It may take up to 15 business days for the money to be in your bank account. If your returned jewelry is rejected, you will receive a message via email.
Please note that you cover the cost of return shipping.
How long can I exchange a gift?
We accept returned jewelry purchased on aiuaio.com – and of course also jewelry that you have received as a gift.
Read more about our return policy or get assistance on how to return your gift.
If you have any questions about returns, feel free to contact customer service, and we will do our best to assist you.
Quality & sizes
What are the jewelry made of?
All our jewelry is made of 925 sterling silver, which is the most suitable form of silver for jewelry. 925 is the hallmark for sterling silver, and this hallmark may only be used if one is a member of the Danish Precious Metals Control, which we are.
Our gold-plated jewelry is sterling silver coated with an extra thick layer of 18 karat gold. All our gold-plated jewelry is coated with 2-3 microns of gold, and the color is adjusted to 14k gold. This means that our jewelry offers very good quality for the price.
Our jewelry is marked with Aiu Aio 925S, proving that the jewelry is made of sterling silver and made by us. Our mark is registered with Force Technology, which is the official precious metals control in Denmark.
We continuously test our jewelry to ensure that we provide you with the best quality, so you can always be sure that the materials meet Danish regulations.
What is your warranty
How do I take care of my new jewelryHow do I find my ring size
How do I take care of my new jewelry?
Materials:
Silver & Gold
All our jewelry is made of 925 sterling silver and plated with either white rhodium or 18 karat gold.
Since our gold-plated jewelry is coated with gold, the silver will become visible over time if the gold plating wears off.
Unfortunately, it is difficult to predict how long the gold plating will last. It largely depends on how often you wear the jewelry, where on the body the jewelry is placed, and what the jewelry is exposed to.
We strive for the best possible quality in the gold plating, and if you feel that your plating has worn off too quickly, you can read more about how to make a complaint.
You can read more about how we manufacture our jewelry here.
Stones, Pearls & Diamonds
We use various gemstones and natural stones such as freshwater pearls, raw diamonds, tourmalines, and sapphires.
Because these stones can break if they are hit, we recommend that you take off your jewelry when doing sports, physical work, etc. Because natural stones are a natural material, they can vary in color and shape. Therefore, a stone may look different from the product images.
Jewelry Care
You should never store your jewelry in the bathroom because moisture can cause rapid oxidation.
When you need to store your jewelry for a longer period, we recommend that you put them in the sealed bag, which you will find in the jewelry box we sent you along with your jewelry.
To keep the jewelry in the best possible condition, we recommend that you take off the jewelry when bathing, doing sports, doing physical work, and other activities that expose the jewelry to moisture or impact.
Avoid getting chemicals from perfume or cleaning agents on the jewelry, as this will make them last longer.
Cleaning Your Jewelry
Step 1:
Mix some dish soap in lukewarm water. Do not use soap on pearls, as they are particularly delicate.
Step 2:
Place the jewelry in the water for 4-5 minutes.
Step 3:
Use a soft brush, such as a toothbrush, to clean under the stones or use your fingers to rub the jewelry.
Step 4:
Rinse the jewelry in the water and dry it with a clean, soft cloth. Do not use paper as it may scratch the jewelry.
How to clean oxidized silver jewelry
Silver can oxidize, and in some cases, the silver will become visible through the gold plating, causing discoloration. You can use a silver polishing cloth and gently rub the area until the discoloration is gone.
If your jewelry shows signs of extensive oxidation, we recommend that you dip the polishing cloth in a little silver polish and rub the area until the discoloration is gone. Avoid dipping the jewelry in the silver polish as it may damage pearls, rubber, stones, etc. After cleaning, rinse the jewelry in water to remove excess chemicals.
How do I find my ring size?
Follow these steps to find your ring size
Step 1
If you already have a ring that fits perfectly, it’s easy. Just grab a ruler and measure the diameter from edge to edge on the inside of the ring. There you go! You now have the measurements in mm for your ideal size.
Step 2
If you don’t have a ring that fits perfectly, you can use a piece of string, a ribbon, or tape and wrap it around your finger as far down as possible. Mark where it overlaps and measure the length to find the circumference of your finger. It’s super easy.
Step 3
Use our size guide on the left to find the perfect size for you.
Still unsure about your ring size? Contact us.
Still have questions? We're happy to help! Please email us at help@aiuaio.com and we will get back to you within 24 hours.
Secure transactions
Transactions are handled with bank-grade security.
Simple checkout
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.
