AURELIS Frequently Asked Questions

After payment confirmation, orders are prepared and handed to the carrier within 1–3 business days. Delivery is then estimated to take 7–15 business days, excluding preparation time. The actual delivery period may vary according to destination, customs clearance, public holidays, and the carrier’s arrangements. Pre-order, customized, or out-of-stock items may follow separate arrangements, with any delays communicated by customer support.

Orders are sent by standard courier or postal delivery, with the carrier selected according to the destination. The current checkout does not add a shipping charge. Delivery progress can be checked through customer support. International deliveries may incur import duties or destination taxes, which are the customer’s responsibility. The item price includes taxes collected by the merchant.

Customers with an account can view the order information available in their account. For a guest order, use the original browser used to place the order; clearing browser data may prevent access to the guest order view. For dispatch or delivery information, email 438146737@qq.com with your order number. The website does not provide parcel tracking directly.

Contact 438146737@qq.com within 30 calendar days of receiving the item to request a return or exchange. For a standard return or exchange, the item should remain in good condition, include its accessories, and be accompanied by the order information. Necessary unpacking for inspection does not by itself mean that the item is damaged. Before sending anything, obtain the return address and shipping instructions from customer support. Do not send the item to the sender’s address shown on the parcel, and keep your dispatch receipt.

Contact customer support with your order information, a description of the issue, and any available photographs. Quality issues, transport damage, incorrect items, and missing components will be reviewed by customer support. Reasonable return costs arising from a quality issue, transport damage, or an incorrect item are covered by the merchant. Applicable legal rights are not limited by these arrangements.

For returns unrelated to product quality, the customer is responsible for the return shipping cost. For quality issues, transport damage, or an incorrect item, the merchant covers reasonable return costs. No separate return handling fee is charged.

After the returned item is received and inspected, customer support will generally arrange the refund within 5 business days. If an item does not need to be returned, the refund will be handled after the refund arrangement is confirmed. Refunds are made through the original payment method where possible; if that is not possible, the alternative will be discussed with the customer. The time for funds to appear is determined by the payment provider. Where applicable law requires an earlier refund, those requirements apply.

If you see an uncertain payment result, a duplicate charge, or a payment made after the order deadline, contact 438146737@qq.com with your order number and payment reference before making another payment. A payment under review does not automatically reactivate an expired or cancelled order or confirm that a refund has been issued.