DAMAGED AND MISSING PARCELS

Damaged Parcels

If you received a damaged parcel, please contact us immediately at shop@auraestelle.com with a photo of the damaged parcel.

Missing Parcels

We will only be able to act upon missing parcels with full tracking. We will not be able to provide further actions or information on parcels without tracking once the parcel is shipped. 

  • Incorrect Shipping Address 

Please make sure your shipping address is correct and up-to-date before placing your order. If you noticed your shipping address is incorrect, please contact us at shop@auraestelle.com 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. If the parcel’s tracking is updated as “delivered” to the incorrect address, we will not be able provide further actions as courier will deem service as completed.

*Please title your email “24hr order change/cancellation”for faster processing time!

  • Parcel is marked “delivered” but I did not receive it.

If your tracking updates that your parcel is “delivered” but you did not receive your parcel, please contact us at shop@auraestelle.com within 5 days of the “delivered” update. We will help you open an investigation case with Canada Post. Once the investigation period ends, we will provide further action in accordance to the investigation result.

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