GENERAL
1.How to use my promotion code/gift card?
Applying a promotion code is simple! At Checkout, simply type the code into the box that says "Gift card or discount code" Then, click the button that says "Apply". All promotional codes can only be used once.
2.What currency will I be charged?
Customers can choose the currency of the country you are purchasing from.
We support the world's mainstream languages and currencies.
PAYMENTS & SAFETY
1.Is my payment data safe with you?
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
2.What payment methods do you accept?
We accept VISA, MasterCard, American Express, Discover and Paypal. Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.
3.Do you offer cash on delivery?
We currently do not offer cash on delivery when you purchase online.
SHIPPING & DELIVERY
1.How long does it take to get my products?
Processing time:
All orders are processed within 1-3 business days. If we are experiencing a high volume of orders, shipments may be delayed,especially during the holidays. Please allow additional days in transit for delivery. We will notify you via email if there is a significant delay in your order.
Shipping time:
3-10 business days for all Expedited Shipping Orders.
7-15 business days for all Standard Shipping Orders.
2.How much is the shipping fee?
We provide free worldwide shipping for most orders above $60 .
Orders below this amount will be charged shipping as follows:
Standard Shipping---$5.92 USD
Urgent Express Fee--$8.92 USD
For more details, please see our shipping policy.
(All products in the store do not add any additional fees)
3.Is there free shipping?
Free shipping for 2pcs or over $60
4.Do you ship internationally?
Yes, we ship our products all over the globe.and no additional shipping charges.
5.Which countries can be shipped to?
We can ship to the United States, Canada, Australia, and most countries in Europe, but we temporarily do not ship to island countries such as Marshall Islands.
6.Do you charge taxes? Will you increase the shipping cost because of the weight?
All products do not add any additional costs, what you see is what you get.we only charge a symbolic shipping fee, most of the shipping costs are loss-making, and these are borne by ourselves.
7.I received my order but one item is missing.
Your order may contain oversized or heavy products, so we choose to ship them separately. For your convenience, we will send all your tracking order numbers to your email. If you haven't received it yet, you can contact us to get it.
8.Why do we ship some oversized and overweight products separately?
This is the best choice, because we don't want buyers to increase the shipping cost, increase the price of the product, and we don't want small items in the order to be shipped too slowly.
The freight of oversized products may be very high, even exceeding the price of the product itself, which will greatly reduce the cost performance of the product itself. We do not want to see such a result, so we choose more economical logistics to transport separately. No need to pay additional freight , so that global buyers can enjoy our services equally, this is our policy that we have always adhered to, I hope you can understand.
9.My order has both regular and custom made items and none of them have been shipped.
If customized products and ordinary products are in one order, the delivery time of the order is: the production cycle of the customized product you purchased (the product with the longest production cycle) + logistics cycle = actual logistics cycle.
If you want to shorten the delivery time, you can place an order separately. If you've already placed your order, you can add postage so we can ship regular products early. (Orders with free shipping also need to do this, as we cannot offer two free shipping unless the two separate orders are individually worth more than $60.)
ACCOUNT
1.Why register for a subscription on the website๏ผ
When you open the website, the email subscription page pops up. Let you keep an eye on various new product pushes and discounts on the website
After you pay and place an order, you can check your order logistics information at any time through your subscription account.
ORDER
1.How do I make changes to my order?
Please contact our customer service team within 24 hours via Live Chat or service@aurolara.com for assistance. We will be able to change the order if the package has not been shipped out.
2.What do I do if I received a defective order?
Although this rarely happens. If the item arrive damaged, please contact our customer service in a timely manner and we will issue a brand new item once we confirm the item was defective.
We apologize for your less-than-perfect experience.
3.Who pays the shipping costs in the case of a refund when the order doesn't have free shipping?
When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
4.Who pays the shipping costs in the case of a refund when the order has free shipping?
When an order includes free shipping, only the cost of the return shipping is handled by the customer.
5.How do I cancel to my order?
Please get in touch with our customer service team within 24 hours for assistance. We can cancel the order if it has not been shipped out. If the package has been delivered, please ensure that the product is in good condition and return the product to us. You will need to pay for return shipping.
6.Can I return my product?
Returns are accepted if you are not fully satisfied with your product. Returned items must be new . You will need to ship any return with your own carrier of choice at your own expense. To start the return process, please contact service@aurolara.com. For more details, please see ourReturn & Refund Policy.
7.Can I exchange a product?
Yes, of course. We accept exchanges if the item is unworn or unused, with tags, and in their original packaging. You need to return the goods and provide a trackable tracking number and bear the freight..For more details, please contact our customer service for more details.
8.Where can I find my order number?
You can find your order number and other order information by logging into your account(If you have registered an account). You can also check the order confirmation email.