FAQ

How can I contact AurellaLuxe?

You can email us at AurellaLuxe@outlook.com and our customer service team will be happy to help you with anything you need!

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

We ship from our international fulfillment centers, including Hong Kong.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order.

Requests made after this period will be denied.

However, you may return the order for a full refund once it is delivered.

What payment methods do you accept?

We accept Payoneer, major debit/credit cards, and other secure online payment methods shown at checkout.

All transactions are processed safely through verified payment partners.

When will my order be processed?

All orders are handled and shipped from our warehouse.

Please allow additional time during holidays and sale events.

We process orders Monday to Friday, and they are typically processed within 1–3 business days, then shipped the next day.

We do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders typically take 2–4 weeks to arrive.

What if I don’t receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs and taxes?

Prices on our site are tax-free in USD, which means you may be required to pay duties or taxes once the order arrives in your country.

These charges are determined by your local customs office and are the buyer’s responsibility.

AurellaLuxe is not responsible for customs delays.

For more details, please contact your local customs office.

How do I return an item?

Please contact us at AurellaLuxe@outlook.com and our support team will assist you.

What if the item(s) I received are defective, incorrect, or damaged?

Please email us with your order number, photos of the item(s), and all relevant details as soon as you receive your package.

We will do our best to resolve the issue quickly.

When will I receive my refund?

Refunds are issued to your original payment method.

If you paid via Payoneer or card, refunds are typically processed within 7–10 business days after we receive your returned item or cancellation request.

If your refund is delayed, please contact your payment provider, as posting times may vary