FAQ

Shipping and Handling

Processing Time

Once your order is placed successfully, please allow 48hrs processing time for order verification, quality check and packaging.

 

Standard in-stock products are shipped within 2-3 business days.

 

Orders with personalization options require additional processing time and will ship within 5-7 business days.

 

*no shipments are made on weekends or holidays.

*If we are experiencing a high volume of orders, or in any other situations that result in a longer than usual processing time, we will notify you via email or telephone.

 

Shipping Options

We provide the standard, expedite and express shipping options internationally.

 

We generally ship via Canada Post or USPS (mainly for U.S customers).

 

You will receive a shipping confirmation email once your order has shipped. If you choose an option with tracking, you will receive the tracking number(s) in the same confirmation email.

 

*expedite shipping option is only available for orders with delivery addresses, not P.O. boxes.

 

Cost and Duration of Shipping

Cost and duration of shipping will be calculated and displayed at checkout.

You will not be charged to see the exact shipping options and costs at the checkout page.

 

Shipping Damages

If you received a damaged package, please contact us immediately. Take photos of the damaged area and any damaged goods inside before opening the package for claim purposes.

 

Returns and Exchanges

Returns

Within 14 days from the day your order is delivered, (delivery date according to tracking record), you can contact us atshop@auraestelle.comto return your non-customized purchase in brand new condition. You will be responsible for the return shipping cost.

Upon receipt of the returned item, we will fully examine the item, if the item is in brand new condition without any defects for resale, we will refund the full amount to your original method of payment.

*all customized or sale items are non-refundable.

Exchanges

All exchanges are processed as a return and a new purchase.

Defects

If the product you received is defective, please contact us immediately at shop@auraestelle.comwith detailed photos of the defective area. We will try our best to find a solution to your satisfaction!

 

 

 

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