FAQ
Frequently Asked Questions (FAQ)
Orders & Payments
Q: How can I place an order?
A: Simply browse our collection, add your favorite items to the shopping bag, and proceed to checkout. Once payment is confirmed, you will receive an order confirmation email.
Q: Which payment methods do you accept?
A: We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options displayed at checkout.
Q: Can I change or cancel my order after placing it?
A: Orders are processed quickly, so changes may not always be possible. Please contact us immediately at aurea@info-auréa.com and we will do our best to assist.
Shipping & Delivery
Q: Do you offer free shipping?
A: Yes, we offer free standard shipping on all orders.
Q: How long does delivery take?
A: Standard delivery typically takes 3–7 business days. International orders may take longer depending on customs clearance.
Q: Can I track my order?
A: Yes, once your order has been dispatched, you will receive a tracking link by email.
Returns & Refunds
Q: What is your return policy?
A: You may return items within 14 days of delivery, provided they are unworn, unwashed, and in their original condition with all tags attached. Please see our [Return & Refund Policy] for full details.
Q: Who pays for return shipping?
A: Return shipping costs are generally the responsibility of the customer, unless the item is faulty or incorrectly supplied.
Q: How long will it take to receive my refund?
A: Refunds are processed within 14 business days after we receive and inspect the returned item.
Products
Q: Are your products true to size?
A: Our items follow standard UK sizing. Please note that our sizing charts are a general guide. If you require further sizing information, or sizing enquiries regarding a particular item, please contact us via our help center.
Q: Do you restock sold-out items?
A: Some of our bestsellers may be restocked, but availability is not guaranteed. We recommend signing up for our newsletter to stay informed.
Other Questions
Q: How can I contact customer service?
A: You can reach us at aurea@info-auréa.com. Our team is available Monday – Saturday, 08:00am –06:00pm.
Q: Do you offer gift cards?
A: Yes, Aurea London digital gift cards are available for purchase and can be redeemed online.
Q: Where are you located?
A: Our head office is based in the Netherlands. For returns, please use the return address provided in your return instructions.
