Damaged Parcels

If you received a damaged parcel, please contact us immediately with photos of the damaged parcel.

Missing Parcels

Only missing parcels with FULL tracking are eligible to be claimed with Canada Post. We are unable to provide further updates on parcels shipped with non-tracked services. Click here to see our full list of shipping options. 

  • Incorrect Shipping Address 

If you noticed your shipping address is incorrect, please email us within 24 hours of placing the order. After 24 hours, the order may be fulfilled. If the parcel cannot be delivered and is returned to us, you can pay for another postage to have the parcel reshipped with the correct address. If the parcel is delivered to the incorrect address, we will no longer be able to provide further actions as courier will deem service as completed.

  • Tracking says “delivered” but I did not receive it.

If your tracking updates that your parcel has been “delivered” but you did not receive the parcel, please email us. We will help you open an investigation ticket with Canada Post. Once the investigation ends, we will provide further updates in accordance to the investigation result.

e-mail: shop@auraestelle.com
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