Frequently Asked Questions (FAQ)
What is the delivery time of my order?
When you place an order with House of Aurel, delivery times may be slightly different from what you’re used to. Because our products are shipped directly from our suppliers, we are able to significantly reduce storage and transportation costs. This allows us to offer our products at highly competitive prices.
The average delivery time is 5 to 10 business days (Monday–Friday, excluding holidays).
What should I do if I haven’t received my order yet?
Due to high demand for our products, your order may occasionally arrive later than expected. We appreciate your patience and understanding.
If the estimated delivery timeframe has passed and you still haven’t received your order, please email us at:
Our team will investigate the issue and get back to you as soon as possible.
I want to exchange or return my order. What should I do?
To initiate a return, please contact our customer service team at:
Include the following information in your email:
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Your full name
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Your order number (e.g., #0000) from your confirmation email
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The reason for the return
We will provide you with the return address and confirm your return request. Once confirmed, you may ship the product back using a carrier of your choice.
What are the return costs?
Return shipping costs are the responsibility of the customer. Costs depend on the carrier you choose. Please consult your preferred carrier’s website for exact pricing.
What are the conditions for returning my product(s)?
We offer a 30-day return period. The return period begins on the day you receive the item.
You may return the item only if:
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The 30-day return period has not expired
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The product is in its original packaging
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All labels and tags are still attached
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The product has not been used
Which payment methods do you accept?
We accept payments via:
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Visa
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Mastercard
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American Express
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PayPal
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Apple Pay
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Google Pay
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Shop Pay
If you are unsure whether your payment method is accepted, please proceed to checkout to view all available payment options.
All transactions are processed through secure and trusted payment systems and are 100% encrypted and safe.
What if I did not receive a confirmation email?
You should receive a confirmation email shortly after placing your order.
If you have not received one, please email us at:
Include your full name and the email address used during checkout, and we will assist you promptly.
Can I cancel my order?
If you would like to cancel your order for any reason, please contact us as soon as possible at:
Include:
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Your full name
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Your order number (e.g., #0000)
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The reason for cancellation
Please note that orders can only be canceled before they have been processed and shipped.