FAQ's
If you have a question about your parcel, we’ve put together a list of frequently asked questions below. Hopefully, one of these will help! If not, please don’t hesitate to get in touch with us.
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How long will it take to receive my order?
The average delivery time for our parcels is 4–11 working days. To reduce our environmental impact, we dispatch all orders together once we’ve reached our minimum order quantity. We hope you understand and are happy to support us in making a difference.
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How can I track my order?
Once your order has been shipped, you’ll receive a tracking number that allows you to track your parcel online on our tracking page. Please also check your junk or spam folder, as our emails sometimes end up there. Bear in mind that it can take a few working days for the tracking system to become active.
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It’s been 11 working days, and I still haven’t received my parcel.
We’re very sorry this has happened. Have you checked your tracking code? Occasionally, parcels may be delayed at customs. Please allow an additional 3 days. We apologize for the inconvenience, but in 99% of cases, the parcel will still be delivered. If you’ve waited 14 working days, please contact us, and we’ll work together to find a solution.
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Can I cancel or amend my order?
We understand that plans can change. If you need to cancel or amend your order, please contact us within 24 hours of placing it. Please note that if your parcel has already been shipped, we can not cancel or amend your order.
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Do you offer refunds or exchanges?
We want you to be completely satisfied with your purchase. If, for any reason, you’re not happy with your order, please contact us within 30 days of receiving it to arrange a refund or exchange free of charge.
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What payment methods do you accept?
We accept all major credit cards, as well as PayPal.
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How can I contact customer service?
Our customer support team is available via email. You can reach us at support@aurella.co You can also find our contact details on the "Contact" page of our website.
Most questions are answered here, so you may not even need to contact us! However, if you can’t find the answer to your question, feel free to reach out to us anytime.