Find answers to the most common questions about Patina Aura. If you need further help, please contact us at info@patinaaura.com or via WhatsApp at +853 6358 9492.
Orders & Payment
What payment methods do you accept?
We accept available payment methods as displayed at checkout. All transactions are processed through a secure, encrypted payment gateway.
Can I modify or cancel my order after placing it?
Because our pieces are handcrafted and prepared in small batches, please review your order carefully before completing your purchase. If you need help after placing an order, contact us as soon as possible at info@patinaaura.com. We cannot guarantee that an order can be changed once processing has started.
Will I receive an order confirmation?
Yes. You will receive a confirmation email with your order details after purchase. If you do not receive it within a few minutes, please check your spam folder or contact us.
Is my payment information secure?
Yes. Our website uses SSL encryption and secure third-party payment processing. We do not store your full card details on our servers.
Shipping & Delivery
Where do you ship?
We currently ship to the United States, the United Arab Emirates, Qatar, Kuwait, Bahrain, Australia, and New Zealand.
How much does shipping cost?
We offer complimentary standard shipping on all orders shipping to these destinations.
How long does delivery take?
Each piece is handcrafted to order. Please allow an estimated 10–14 business days for handcrafting and delivery combined.
Delivery timeframes are estimates, not guarantees. Actual delivery times may vary due to carrier operations, customs clearance, weather, holidays, local transportation conditions, or other factors beyond our control.
Where are orders shipped from?
Orders are prepared and shipped from our studio or fulfillment location in Guangdong, China.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a confirmation email with tracking information when it is available from the carrier.
Are customs duties included?
Complimentary standard shipping covers the cost of standard delivery only. Depending on your destination and order value, customs duties or other local charges may apply. If you have any questions, please contact our customer support team.
Do you offer express shipping?
We currently offer standard shipping only. Expedited shipping may not be available.
Returns & Refunds
What is your general return policy?
Because our pieces are handcrafted and made in small batches, we do not offer a general return window. We do not accept returns for change of mind, personal preference, size preference, color variation, scent preference, or normal natural characteristics of agarwood, enamel details, and handmade finishing.
Natural agarwood characteristics — including natural insect holes, pores, grain variation, color variation, resin patterns, growth marks, and scent variation — are part of the material itself and are not considered damage or product defects.
What if my order arrives damaged in transit, I receive the wrong item, or I believe there is another product issue?
Please contact us within 7 calendar days of delivery at info@patinaaura.com. Include your order number, clear photographs of the item and packaging where relevant, and a short description of the issue.
We will review the information together with our order, quality-control, packing, fulfillment, and shipping records.
Natural characteristics of agarwood — including natural insect holes, pores, grain variation, color variation, resin patterns, growth marks, and scent variation — are part of the material and are not considered product defects.
This 7-day period is the time allowed to report a delivery or product issue. It is not a general return period.
Who pays for return shipping?
If our review confirms transit damage or confirms that Patina Aura sent an incorrect item, Patina Aura will bear the approved return shipping cost when a return is required.
For any other return expressly authorized by Patina Aura, the customer is responsible for return shipping unless otherwise required by applicable law.
Please do not send or pay to return an item unless our customer support team instructs you to do so.
What resolution will I receive?
After reviewing and approving an eligible issue, we may offer a replacement, store credit, or a refund to the original payment method. The appropriate resolution will be confirmed by our customer support team.
How long does an approved refund take?
Approved refunds are issued to the original payment method. Please allow 7–15 business days for the funds to appear, depending on your bank or payment provider.
This is the payment-processing time after approval and is not a return eligibility period.
Can I send an item back without contacting you first?
No. Please do not send any item back unless our customer support team instructs you to do so.
Product & Craft
What kind of agarwood do you use?
We use cultivated agarwood selected for its natural aromatic character. Our agarwood comes from carefully managed growing bases, not from destructive harvesting of wild forests.
Although the trees are cultivated, our planting team follows a nature-respecting approach. Beyond necessary care and responsible maintenance, we allow the trees to grow according to their natural rhythm. Each piece may vary in grain, tone, and scent because agarwood is a natural material.
What is enamel craft?
Enamel is a decorative craft where colored material is carefully applied and finished by hand to create a luminous, detailed surface. Every enamel detail may show small natural differences, making each bracelet unique.
Will my piece look exactly like the photos?
Every piece is unique. Agarwood is a natural material, so each bead may vary in size, shape, grain, tone, resin pattern, scent intensity, and other natural characteristics. Natural pores, small insect holes, and growth marks may also occur as part of the wood’s natural formation.
Handmade enamel details may show subtle differences in color, texture, pattern, and finishing.
These natural and handmade variations are part of the character of each piece and are not considered damage or product defects.
How strong is the agarwood fragrance?
The fragrance is subtle and personal. It is designed to be experienced by the wearer, not announced to the room. The scent may vary naturally from piece to piece and may evolve with wear.
How do I find my bracelet size?
We recommend measuring your wrist circumference with a soft tape measure and choosing the size that feels comfortable for your preferred fit. If you need help, please contact us.
Product Care
How should I care for my piece?
Agarwood and enamel benefit from gentle care. Avoid prolonged contact with water, chemicals, perfume, or impact.
Each order includes a care pouch. When you are not wearing your piece, we recommend placing it in the care pouch and storing it in a dry, safe place. This helps protect the bracelet and supports the natural character of the agarwood over time.
Do you offer repair services?
If your piece needs support, please contact us at info@patinaaura.com with your order number and photos. We will review the situation and let you know what options may be available.
Account
Do I need an account to place an order?
No, you can check out as a guest. Creating an account may allow you to track orders, save preferences, and enjoy a faster checkout experience.
How do I reset my password?
Visit the Account page and select “Forgot password?” to receive a reset link by email.
Customer Support
How can I contact Patina Aura?
You can contact us by email at info@patinaaura.com or via WhatsApp at +853 6358 9492.
What are your support hours?
Our support hours are Sunday–Friday, 10:00 AM–midnight (Hong Kong Time).
How long does it take to receive a reply?
We usually respond within 1-2 business days.
Who operates Patina Aura?
Patina Aura is operated by HONG KONG YANQI TRADING CO., LIMITED.
Business address:
WORKSHOP 251 ON 3/F JOIN-INHANG SING CENTRE
2-16 KWAI FUNG CRESCENT
KWAI CHUNG NT HONG KONG
Still have questions?
We are here to help. Please contact us at info@patinaaura.com or via WhatsApp at +853 6358 9492.