Shipping policy

Free Shipping

Free standard shipping is available on eligible orders shipped to the United States and Canada only, subject to the terms below. Orders shipped to any other country are not eligible for free shipping.

  • Minimum order value. Free standard shipping applies to eligible orders of $80 USD or more shipped within the United States, and $100 CAD or more shipped within Canada. The minimum is based on the value of the qualifying merchandise after any discounts and does not include shipping charges, taxes, duties, or gift cards.
  • Calculated per package, per shipping country. Our items ship from more than one warehouse (United States and Canada), so a single order may be sent in more than one package. Free shipping is determined separately for each package and each shipping country: a package qualifies only when the eligible items shipping from that warehouse to that country meet the applicable minimum above. Order values are not combined or pooled across packages, warehouses, or countries to reach the minimum.
  • Standard shipping only. Free shipping applies to our standard shipping method only. Expedited, express, and other non-standard shipping methods are not eligible and are charged at the applicable rate.
  • Cross-border duties. Packages shipped from our Canadian warehouse to the United States are sent duty-paid, so no customs duty is owed at the U.S. border for those packages.
  • International orders. Orders shipped to countries other than the United States and Canada are charged standard shipping and are not eligible for free shipping. For orders shipped to the European Union with a value at or under €150, and orders shipped to the United Kingdom with a value under £135, we collect VAT at checkout and no further VAT is due on delivery. Where we do not collect tax at checkout, any customs duties, import taxes, or other fees charged by the destination country are the responsibility of the recipient and are collected on or before delivery.
  • Address exclusions. Guam and other U.S. territories (USVI, American Samoa, Northern Mariana Islands, etc.) are excluded from free shipping. Alaska, Hawaii, Puerto Rico, U.S. Armed Forces (APO/FPO/DPO), and P.O. box addresses are eligible for free standard shipping when the package meets the applicable minimum above.

Free shipping is a promotional offer that we may change, limit, or discontinue at any time without prior notice. The terms that apply to your order are those in effect when the order is placed. This offer has no cash value and does not apply to shipping charges already paid on completed orders.

 

Damaged Parcels

If you received a damaged parcel, please contact us immediately at care@auraestelle.com and include a photo of the parcel.

Missing Parcels

We can only act on missing parcels with full tracking. We will not be able to provide further action or information on parcels without tracking once they are shipped. 

 

  • Incorrect Shipping Address
    Please ensure 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 care@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 additional postage to have it reshipped. If the parcel’s tracking is updated to “delivered” at the incorrect address, we will not be able to provide further action, as the courier will deem the service complete.
  • 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 care@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.