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?
Each bracelet is made by hand after you order, so please message us as soon as possible if you need to change or cancel. You can cancel any time before we start making your piece, which is usually within 1–3 business days of your order. Once we’ve started, we can’t cancel or change it.
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. If your country isn’t listed, please contact us before you order.
How much does shipping cost?
We offer complimentary standard shipping on all orders shipping to these destinations.
How long does delivery take?
Each bracelet is made by hand after you order. Making takes 1–3 business days, and delivery by China Post then takes about 9–11 business days.
Our incense is made in small batches. It usually ships within 1–2 business days, or within 3 business days if it has sold out. If your order includes incense that is still being made along with an incense burner or holder, everything ships together in one parcel once the incense is ready.
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 shipping covers standard delivery only. Import duties, taxes or customs fees may apply depending on your country. They’re set by your local customs office, aren’t included in our prices, and are paid by the buyer. We can’t estimate them in advance.
Do you offer express shipping?
We only offer standard shipping by China Post. Express shipping isn’t available.
Returns & Refunds
What is your general return policy?
Because each bracelet is made by hand after you order, 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 Near-Sinking Grade Kynam agarwood from our partner base in Maoming, Guangdong. We never use wild agarwood. “Near-sinking” is a traditional trade term. It means the wood is dense enough to sink about halfway in water. It describes the material, not a certificate or lab grade.
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?
Our bracelets use low-fire enamel on a copper base, fired at around 750°C. The color is applied and finished by hand, so every enamel detail shows small differences, and that makes 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?
Measure around your wrist with a soft tape, snug but not tight, and choose that measurement (14–18 cm). Select your wrist size, not the length of a bracelet. Our sizing guide walks you through it. Each bracelet is made by hand to the wrist size you choose, and our product photos show bracelets made in the 17 cm size. Bracelets in the current range use 6mm, 8mm or 10mm main beads. Between sizes, or larger than 18 cm? Message us before you order.
Product Care
How should I care for my piece?
Agarwood and enamel benefit from gentle care. Keep your bracelet out of water. Don’t soak it or let it touch corrosive substances such as cleaning products, chlorine or perfume, because that’s what makes enamel fade. Avoid knocks against hard surfaces. With everyday wear, the glaze simply softens and ages.
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?
Yes. Every bracelet has a 3-month warranty from the day it’s delivered. If there’s a defect in workmanship in that time, replacement parts are free. Normal wear and accidental damage aren’t covered, but we can still repair them, with parts charged per piece. Either way, you cover shipping both ways and any duties or taxes. Email info@patinaaura.com with your order number and a few photos and we’ll take it from there.
Can you resize my bracelet?
Yes. Resizing is US$25 per bracelet. You just cover shipping both ways, plus any customs duties, taxes or import fees in either direction. If you’d like any beads replaced while we resize it, those are charged per piece.
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-IN HANG 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.