FAQ

Please make sure you've created your account and then activate your account to log in to the new site. You should have gotten an email from us to activate the account. Still cannot log in to your account? Email us at: care@auraestelle.com

To apply a promo or discount code: Proceed to checkout and enter your code in the "Discount Code" field. Click "Apply" to see your new total before finalizing your order. Please note that only one code can be used per order. If you're having trouble entering your promo code, please try clearing your browser cache or using a different browser.

We no longer collect VAT at checkout for European customers. All European orders will be shipped without VAT charged at checkout. Upon arrival in your country, your local customs authority may charge VAT and/or customs duties. These charges are the responsibility of the customer.

As of the latest U.S. tariff policy, our products remain unaffected, and there will be no additional charges or tariffs upon delivery. However, we are aware that policies are subject to change and may remain uncertain in the future.

Planner Insert Measurements:
A5 Wide: 7x8.6" / 178x218mm
A5: 5.8x8.3" / 148x210mm
B6 TN: 5x7" / 127x178mm
B6 Rings: 5.3x7" / 135x178mm
Standard TN: 4.3x8.3" / 110x210mm
Weeks: 3.7x7.4" / 94x188mm
Personal Wide: 4.75x6.75" / 121x171mm
Personal: 3.7x6.7" / 95x171mm

You need to subscribe to our email list to receive exclusive monthly deals and special AE Treasure codes straight to your inbox!

Step 1: Join our mailing list.
Step 2: Receive the monthly Treasure Code in your email.
Step 3: Redeem the code at checkout.

Canada warehouse orders:
In-stock items: 1-10 business days
In-stock items with personalization: 5-10 business days
Restock or new release events: Processing time will be specified in the event details or email
Pre-orders: Processing time will be specified in the product listing

U.S. warehouse orders:
Orders are typically processed within 1-3 business days (excluding pre-orders).

For more details, visit our Shipping & Handling page.

Canada warehouse shipments: We ship using Canada Post, UPS, Intelcom, Purolator, DHL, and UniUni. For shipments sent via Canada Post, once your parcel reaches the destination country, it will be handed over to the local postal service (for example, USPS in the U.S.).

U.S. warehouse shipments (Los Angeles, CA): Orders fulfilled from our USA warehouse are shipped via standard carriers within the United States.

We currently don't offer free shipping. Shipping rates for U.S. (USA), Canada, and international orders are calculated at checkout based on your location and order details.

Yes, we offer expedited shipping via DHL Express.

Canada & USA: Typically 1-2 business days
International: Typically 2-4 business days

We do our best to prioritize all DHL Express orders. Please note that these delivery timeframes are shipping transit times only and do not include processing time.

Delivery times vary depending on your destination and the shipping method selected at checkout.

Canada warehouse orders:
Tracked Packet or other standard delivery: Typically 5-14 business days
DHL Express: Typically 1-3 business days

U.S. warehouse orders (shipped from Los Angeles, CA):
Standard shipping (USA): Typically 3-7 business days
DHL Express (USA): Typically 1-2 business days

Please note these are estimates and may vary.

Yes, we ship to the United States (USA), Canada, and worldwide. U.S. orders may ship from our Los Angeles, CA warehouse for faster delivery. International (non-U.S.) orders can only be placed for items available from our Canada warehouse. If you're unable to select your destination country at checkout, please contact our team and we'll be happy to help.

We're happy to try and combine shipping when possible.

Canada warehouse orders:
Holiday season (November-December): We're unable to accept combined shipping requests during this busy period.
Non-holiday season (January-October): Please email us at care@auraestelle.com with your order numbers and we'll do our best to combine them.

For the latest updates on U.S. order shipping and tariffs, please visit our website for current information.

Canada warehouse orders: If your order status is still Unfulfilled, we may be able to help with order cancellations or adding or removing items. Once the order is marked Fulfilled, we're no longer able to make any changes.

U.S. warehouse orders: Orders shipped from our U.S. warehouse are fulfilled quickly. Please contact us as soon as possible if you need changes.

Email us at: care@auraestelle.com

Canada warehouse orders: We can update your shipping address as long as the order has not yet been handed over to the carrier. Once the order has been handed over to the carrier, we're no longer able to make any changes.

If a parcel is undeliverable due to an incorrect address and is returned to us, additional postage will be required to reship.

Email us at: care@auraestelle.com

Once your order has been placed and processed, you'll receive a confirmation email with your order details, including a tracking number and a link to track your shipment.

Please note: Tracking may take up to 24 hours to become active. Our parcel pickup occurs Monday to Friday at 2 PM. If your order misses Friday's pickup, updates may not appear until the next business day, which also applies to statutory holidays and long weekends.

Check around your home and with neighbors or building management, as carriers may leave packages in safe locations. Verify the shipping address in your order confirmation email. Packages occasionally show as delivered but arrive later.

If you cannot locate it, contact the carrier or your local post office as soon as possible. Still need help? Feel free to contact our team at care@auraestelle.com

If your delivery seems to be taking longer than expected, please first reach out to the carrier using the tracking number provided in your shipping confirmation email. Still need help? Feel free to contact our team and we'll be happy to assist further at care@auraestelle.com

Canada warehouse orders: If your order status is still Unfulfilled, we may be able to assist with a cancellation. Once an order is marked Fulfilled, it can no longer be canceled.

U.S. warehouse orders: Orders shipped from our U.S. warehouse are fulfilled quickly, so cancellations may not always be possible. Please contact us immediately if you need to cancel.

Final sale items (no returns or exchanges):
- Personalized items
- Paper products (e.g., TRP sewn-bound planners, hole-punched inserts)
- Sale items
- Pre-orders

Regular non-final-sale items may be returned within 14 days of delivery (per tracking). Return postage and original postage paid in order will not be refunded or reimbursed.

For full details, please view our Refund Policy or visit our Returns & Exchanges page.

Once your return has been received and processed, you'll be notified by email when the refund has been issued.

Canada warehouse returns: Please allow up to 5 business days for the refund to appear in your account after the return is processed.

U.S. warehouse returns: Please allow up to 7-10 business days for the refund to appear.

If you received the wrong item, please email us with a photo of the item you received and let us know the name of the item(s) missing from your order. We'll do our best to make things right as quickly as possible!

Email us at: care@auraestelle.com

So sorry to hear your item(s) arrived damaged! Please send us an email with a photo of the damaged item, and our team will be happy to assist you further.

Email us at: care@auraestelle.com

Dirt or glue residue: You may spot a small amount of dirt or glue residue on the leather. This can be removed with a dry towel and a tiny bit of non-alcohol based hand cream. Gently rub the hand cream on the residue until completely removed.

Wrinkles or folds: Stuff it with soft clothing and hang overnight. Gravity will do the trick and straighten things out.

Ring gaps: It's common to see gaps on your rings after long-term use. You can find a tutorial on how to fix ring gaps on YouTube.

You can reach us by email at care@auraestelle.com. Our chat hours are Monday-Friday 09:30 AM - 05:30 PM PDT. We'll get back to you as soon as possible!

Aura Estelle is a Canadian planner and stationery brand. We sell planners, planner inserts (including Tomoe River Paper), planner bundles, and stationery accessories. We also offer "Build Your Own Planner Bundle" with up to 50% off.