FAQ

Ordering & Personalization

How do I personalize my jewlery?

  • Choose your style: Select your preferred color and finish.

  • Personalize it: Enter your text and upload your pet photo (for portrait jewelry).

  • Double-check: Review all spelling and photos before placing your order!

Image Upload Requirements:
  • Supported formats: JPG, JPEG, PNG
  • Maximum file size: 2 MB

We want your custom order to be absolutely perfect! Since you are not able to preview your jewelry, please carefully review your images, spelling, and personalization before hitting submit.

For Best Results: Please upload a clear, high-resolution photo with great lighting. Make sure your beautiful pet is front and center!

Reach out to us right away if you notice a mistake! We are happy to make changes if production hasn’t started yet. However, once your order moves into production, packing, or shipping, it’s locked in and cannot be modified.
 
Don’t worry—reach out to our support team right away with your order number and the correct information. If your item hasn’t started printing or manufacturing yet, we’ll gladly fix it for you!
Just keep in mind that once an order enters production, packing, or shipping, it is securely locked in and can no longer be modified.
 

At Aurelia Paws, we celebrate every member of your family—from cats and dogs to horses, birds, hamsters, and guinea pigs.

Tips for the Perfect Custom Portrait:

  • Clear & Centered: Choose a well-lit, high-resolution photo where your pet’s face is fully visible.

  • Eye-Level Shot: Photos taken at your pet’s eye level yield the best artistic detail.

  • All Pets Welcome: Have a unique pet? If you can snapshot them, we can custom-craft their portrait!

Upload your favorite photo today and let us transform your beloved companion into timeless art.

Shipping and Delivery

How long does it take to create my personalized jewelry?

First off we appreciate your business and most of all, your patience! 

  • Each order is Custom-Made For You: Every item is crafted to order just for you.
  • Production Time: Please allow 2–5 business days for crafting and quality check before your order ships out.

Great question! Shipping takes about 7-14 days after your order is placed however it can take up to 21 days during peak times. 

Please note: Production time and shipping time are separate. Your estimated total delivery time includes both.

Once your custom artwork ships, you’ll receive a shipping confirmation email with your tracking link so you can follow its journey right to your door.

  • Tracking Note: Please allow 24–48 hours for the carrier to scan your package and update the tracking status online.

Need help with your order? Reach out to our support team anytime!

Tracking numbers usually take 24–48 hours to activate while the carrier scans your package into their system.

  • No movement on your package? If your tracking status hasn’t updated after 48 hours, don’t worry—just contact our support team and we’ll track it down for you!

Package Marked Delivered, But Can’t Find It?

Sometimes carriers mark items as “Delivered” a few hours before they actually drop them off. If your package hasn’t arrived yet, we recommend checking:

  • Around your property: Porches, side doors, garages, or back patios.

  • With others: Household members, neighbors, or building management/front desk.

Still no sign of your order? Contact us with your Order Number, and our team will get right on it!

 Contact our support team immediately with your order number and the correct address
If it’s before shipping: If your package is still processing, we can update the address for you.
After shipping: Once an order ships, we cannot change the address.

Return and Order Issues

Can I return my personalized jewelry?
Because your personalized jewelry is custom-made just for you, these unique pieces cannot be returned or exchanged for change of mind or ordering errors. We want your custom piece to be perfect, so please double-check your personalization details carefully before checking out!
Is your order less than perfect? We are here to help! If your jewelry arrives damaged, defective, or with a production mistake, please contact our support team right away so we can make it right.
 

Need to cancel? Let us know ASAP. Personalized orders enter production quickly and cannot be changed or cancelled once processing begins.

 Contact our support team immediately with your order number and the correct address
If it’s before shipping: If your package is still processing, we can update the address for you.
After shipping: Once an order ships, we cannot change the address.

Damaged or Incorrect Item? We’ll Make It Right!

If there’s an issue with your order, please reach out to us with:

  • Your Order Number

  • Clear photos showing the damage or issue

Once received, our team will quickly review your request and send out a replacement!

Received the Wrong Item or Personalization?

We’re so sorry for the mix-up! If there’s an error with your order’s item, color, or personalization, let us fix it immediately:

  • Please contact us within 48 hours and provide us your Order Number

  • Attach clear photos of the item you received

Our team will quickly review the photos and send out the correct replacement right away.

Jewelry and Product Care

What materials are used in Aurelia Paws jewelry?

Crafted to Last: Premium Materials & Finishes

Our personalized jewelry is built for everyday wear using high-grade, durable stainless steel. Depending on the design, pieces are available in:

  • Polished Silver Stainless Steel

  • 18K Gold Plated

  • 18K Rose Gold Plated

Check the individual product page for the exact materials and available finish options for your favorite style!

Choose Your Favorite Finish

Many of our pieces come in Silver, Gold, and Rose Gold.

  • Note: Finish options vary by style—check your item’s product page to see all available choices!

Find Your Perfect Fit

Pendant sizes and chain lengths vary by design to match each unique style.

  • Exact Specifications: Check the individual product page for detailed measurements, chain styles, and dimensions!

Jewelry Care Guide

Keep your personalized pieces shining like new with a few simple care steps:

  • Daily Care: Gently wipe with a soft, microfiber cloth after each wear.

  • Storage: Keep your jewelry in a clean, dry place (like a pouch or box) when not in use.

  • Protect the Finish: Avoid harsh chemicals, perfumes, and abrasive cleaners.

  • Water Exposure: While built to last, limiting contact with water, showers, and pools will preserve your piece’s brilliant shine for years to come!

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A LITTLE GIFT FROM AURELIA PAWS
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