We accept the following credit cards: MasterCard, Visa, American Express and Discover.
What payment methods do you accept?
Where is my refund?
We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
View our RETURN POLICY
What currency is displayed on the website?
All items are priced and charged in US dollars at checkout.
Ordering and delivery
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at email@example.com or via the link "contact us" just in case there’s a problem with your order.
Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
How can I track my order?
We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery.
In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online via the "track your order" form on our website.
Please note that the tracking information will be displayed in 5-10 days after collecting and sending your order.
Therefore, if you can't find tracking information about your package, please try in 1-3 days later and/or try to track your order via http://www.17track.net/en with the tracking number provided to you.
When will my order arrive?
Shipping Time Estimates*:
USA: 10-25 business days
INTERNATIONAL: 15-30 business days
Most items will be processed within 1-2 business days but could take up to 5 business days. Your order will be dispatch from the nearest warehouse when possible. Please allow extra time for your order to be processed during holidays and sale seasons. Please note that any orders that have already been packed or shipped cannot be modified or canceled.
*Delivery time is calculated from the time the order is dispatched. All the timeframes mentioned are considered business/working days, i.e. Monday through Friday, non-holidays
**Due to COVID-19 shipping times maybe 1-2 weeks delayed
How will my order be shipped? Why didn't my order come together in one package?
Aurora & Elegance store has international warehouses based in Asia, America and Europe. Our team ensures your order is being processed as quickly as possible. Your order will dispatch from the nearest warehouse when possible, although the majority of stock is located in Asia so you may receive different packages for the same order. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday.
In order to provide the best prices and flexible international shipping options, all orders are shipped directly from our partner warehouses in the USA and Asia, using a range of International based couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. Please contact us firstname.lastname@example.org and we’ll always offer an alternative product and process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering or at least within 2 hours of placing an order, via email@example.com or the "contact us" form, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order. Refunds are issued to the original form of payment used on an order in the event that it is canceled within 2 hours of placing an order. A full refund will be granted if a package will not arrive within 60 days from the time of shipping.
Can I change my order?
We’re able to modify your order only within 2 hours after it has been placed. Please contact us via email at firstname.lastname@example.org.
If you need to order a greater quantity or an additional product, please place a new order online.
What countries do you ship to? Will it be customs charge?
We ship to most regions worldwide. Please check this detail at our "SHIPPING TERMS" before ordering to make sure we can deliver to your geographical location.
The value and shipping information is printed on a sticker on the outside of the package when your order is shipped. We will mark the package as a gift for our customers. BUT duties and taxes are calculated and charged by customs officials in your country. As such, they are beyond our control. As the importer of record, you are responsible for duties, taxes, and any other charges that your country chooses to impose for the import.
How much is shipping?
Our standard shipping method is free for our customers, but if you want express delivery please see the below details:
Express Shipping by DHL, FedEx, Aramex, UPS, or equivalent (6-13 days):
For inquiries on upgrading your order to express shipping, please send us an email at email@example.com immediately after placing your order with us and we'll respond to you with a quote and invoice for online payment. Do note that shipping by the express method costs about US$30-$50 per item, depending on the country it is being shipped to.
I received my order but the item is defective, incorrect or missing. What can I do?
We know how frustrating this can be. Rest assured, we want to make every order perfect for you!
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email firstname.lastname@example.org within 2 business days of delivery. Depending on the circumstance, we may be able to extend this time frame up to 5 business days; please report your item as soon as possible for assessment.
Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible!
Can I return or exchange an item?
Note that we can accept goods only in case it is hanging by the wall, its marketable condition, consumer attributes, stamps, and factory labels or packing box are untouched.
Items must be unworn, unwashed, and have original tags attached.
Items must be free of stains, makeup, deodorant, or wear.
Only regular priced items may be refunded, unfortunately, sale items or gift cards cannot be refunded!
Please check our REFUND POLICY.
How do I return an item?
Please contact our customer service team via email@example.com.
Please, do not return the parcel post to the address specified on a parcel, it - not the address for return. If you sent goods without notice of Support Service, such goods are not accepted. You will need to arrange and pay for suitable packaging when returning an item.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card. We will also notify you of the approval or rejection of your refund.