FAQs
How can I contact AurielCollections?
You can email us at shopauriel@gmail.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
About our coupons/discounts:
What kind of discounts/coupons do you offer?
We offer a 25% discount for first time customers, and our bouquet discount which offer up to 25% off when buying multiple items.
Does the bouquet discount work for different items in one purchase?
Yes!
Do bouquet discounts stack with the promo codes?
The promo codes cannot be stacked with the bouquet discounts. We show the total amount saved with the preferred discount used. You can try different offers and see which fits best for you.
What if I want to use the promo code for multiple items with the bouquet discount?
The bouquet discount will override the promo code but you don't lose it after your first purchase so you can still use the promo code on your next purchase.
What if I am still confused about how this works?
You can email us if you have any more questions at shopauriel@gmail.com
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
Please contact us at shopauriel@gmail.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.