Shipping policy

When can I expect my order?
Our average delivery time is 7 to 10 working days.

The estimated delivery time has passed.
In 99% of cases, orders are delivered within the expected delivery time. If your package is lost by the delivery carrier, we will, of course, ensure that a new package is sent to you.

Incorrect or incomplete address
Customers are responsible for providing a complete and accurate delivery address when ordering. If a package is returned or undelivered due to an incorrect or incomplete address, we cannot be held responsible. If the customer requests redelivery, additional shipping costs may apply.

Note: If the customer refuses delivery or does not pick up their order within the specified time period (usually 7-10 days), we (Aurrelia) are not responsible for the refused delivery/uncollected package and cannot provide a refund.

How much are the shipping costs?

With us, you can always enjoy FREE shipping with a Track & Trace number. We work together with UPS.

Returns and exchanges

I want to return an item, what should I do?
If you are not satisfied with your order, you can exchange or return it within 30 days of receipt. Products must be returned in their original condition with all labels and tags attached. The product must not show any signs of use.

Before returning the goods, we kindly request you to contact our customer service via support@aurrelia.com and let us know the reason for the return so that we can process your request correctly.

A return shipment must always include a track & trace code. The sender is always responsible for the shipment. If we receive your returned goods in good condition, we will ensure that the purchase amount is credited to your account within 7 days.

Cancellation policy

We are known for our fast order processing. Due to this, it is not possible to process cancellations.

For more information about returns or exchanges, please contact our customer service at support@aurrelia.com.

I have received a damaged product, what now?

We always do our best to provide excellent service in combination with high-quality products. However, in rare cases, you may receive a defective or damaged product. In this situation, please follow the steps below:

Contact our customer service at support@aurrelia.com and send proof of the product defect/damage in the form of a photo or a short video.
Upon receipt of the relevant evidence, our team will forward the images/videos to the relevant department for validation.
The relevant department will check the defect and send you a FREE replacement for your order.
Once the free replacement has been sent, our customer service will provide you with the new tracking information for your replacement order.

Please note: According to our company policy, the customer is not required to return the damaged/defective item, as we only offer a free replacement in this case.

How can I track my order? Where can I find my Track & Trace code?

You can find your track & trace code in the order confirmation that you received by email. Track your order by entering your email address and order number.

The track and trace code does not provide any information. How is this possible?

The tracking information becomes available when your package arrives at the mail order company. Please note that delays can occur, and sometimes tracking errors appear due to the carrier (such as DHL or Australia Post). This may make it seem like your order has not yet been shipped when it is already on its way to you.

If you have any questions, please contact our customer service team by email at support@aurrelia.com.