FAQ
01. Delivery
How can I track my order?
Once your order is placed, you will receive a confirmation email with your order number. You can check the status of your order at any time on our order tracking page by entering your order number or email address.
How long does it take to process an order?
Processing time of 1 to 2 business days (Mon-Sat) (order confirmation, personalization, quality control, packaging).
What is the delivery time?
Once your order has been shipped, you can expect to receive your products within 4 to 7 business days (Mon–Sat) for:
- France
- United Kingdom
What is the shipping cost?
Shipping is 100% free to France and the United Kingdom.
No additional fees apply, regardless of the size or weight of the package.
How can I cancel my order?
You may cancel your order within 24 hours of placing it, as it is then being processed. If you wish to cancel your order within these 24 hours, please contact us as soon as possible to submit your cancellation request.
Please note that if cancellation is no longer possible after processing, your 30-day right of withdrawal remains fully applicable once the package has been received. Our customer service team will be happy to assist you.
02. Products
How can I return my order?
If you are not satisfied with your order, you can return it within 30 days of receipt. Please contact our customer service: support@aurelles.com
What is the return policy?
You can return a product within 30 days of receipt. Return shipping costs are the responsibility of the buyer. After approval, the refund will be issued via the original payment method. For more information, please see our return policy.
When will I receive my refund?
Once we receive the return at our warehouse, we will process the refund within 7 days. Please note that the actual processing time may vary depending on your payment method and bank processing speeds. Our customer service team is always available to assist you with any questions.
03. Contact
What is the quickest way to contact you?
The quickest way to contact us is to send an email to: support@aurelles.com
What are the possible ways to get in touch?
If you have any problems with your order or any other questions, please contact us via the contact page or by email: support@aurelles.com