Frequently Asked Questions – Aurellu

We hope you'll find the answers you're looking for below.
If not, feel free to contact us — our customer care team will get back to you within 24 hours.
(And who knows, your question might even show up here next!)

Is my payment and personal information secure?

Absolutely. Your privacy and security are our top priorities.
We use Shopify Payments, a highly secure and encrypted platform designed to protect your information and ensure safe transactions.

Which payment methods do you accept?

We accept a wide range of payment methods, including:

• Credit/debit cards: Visa, Mastercard, Maestro, American Express, Discover, Diners Club

If your preferred method isn’t listed, email us at contact.aurellu@gmail.com — we’re always improving.

How do I use a discount code?

It’s easy!
At checkout, you’ll see a box to enter your discount code.
On mobile, tap “Show order summary” to reveal the box.
Click “Apply” and your discount will be automatically applied.

Note: Only one discount code can be used per order.

Do you offer free shipping?

Yes — we offer free tracked shipping on all orders to:

• United Kingdom

• United States

• Australia

Shipping carriers:
UK: Royal Mail
USA: USPS
Australia: Australia Post

Want it faster?
Choose Priority Processing at checkout:
£3.49 / $5.99 USD / $7.49 AUD — and your order jumps to the front of the line (processed in 12-24h instead of 24-48h).
Shipping time remains the same.

How long does shipping take?

Orders are shipped within 24-48 hours after placement.

Estimated delivery times:

If your country isn’t listed, reach out to contact.aurellu@gmail.com — we’ll help you out (extra fees may apply).

How can I track my order?

Once your order ships, you’ll receive a confirmation email with a tracking number.
Tracking updates may take 24–48 hours after dispatch.

Need help? Contact us at contact.aurellu@gmail.com.

Can I change or cancel my order after placing it?

We begin processing immediately after you place your order.

You can contact us to request a change or cancellation, but if your order is already dispatched, we’ll be unable to modify it.
In that case, you’re welcome to return your order through our returns policy.

Important: For security, we cannot change shipping addresses after an order is placed. Please double-check before checking out.

What is your refund policy?

We offer a 30-day money-back guarantee.
Items must be new and unused to qualify.
If it’s been over 30 days, we can offer a replacement only if the item is faulty.

How do I return my order?

Returns must be submitted through our returns portal.
Do not send items to our packaging address or office.

Steps:

1. Visit our [returns portal link]

2. Enter your order number and email address used at purchase

3. Select the item(s) to return

4. Upload photos and explain the reason

5. Choose a return method and pay for your return label

Returns without prior approval will not be accepted.

What if I received a damaged or defective item?

We're very sorry!
Email us at contact.aurellu@gmail.com with:

• Your order number

• Clear photos of the damaged/defective item(s)

We'll resolve it as quickly as possible.

When is customer support available?

We’re available Monday to Sunday, from 8:00 AM – 6:00 PM.
Average response time: 12–24 hours.