Frequently Asked Questions (FAQ)

Welcome to Aurellia. Find answers to common questions about our products, orders, shipping, payments, returns, refunds, and customer support.

If you cannot find the information you are looking for, please contact our support team at support@aurellia.shop.

About Aurellia

What is Aurellia?

Aurellia is an online jewelry store focused on women's necklaces and everyday jewelry. Our collection includes versatile styles designed for everyday wear, special occasions, gifting, and personal style.

Where does Aurellia ship?

Aurellia currently ships within the United States.

At this time, we do not offer international shipping.

For more information, please see our Shipping Policy.

What currency are Aurellia prices shown in?

Our website prices are generally displayed in U.S. dollars (USD).

Your bank or payment provider may apply currency conversion or other account-specific fees if applicable.

Orders

How do I place an order?

To place an order:

Select the product you would like to purchase.
Choose any available product options.
Add the item to your cart.
Proceed to checkout.
Enter your shipping and payment information.
Review your order details.
Complete your purchase.

After your order is successfully placed, you may receive an order confirmation by email.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at support@aurellia.shop.

We will make reasonable efforts to accommodate requests received before an order has entered processing or been shipped. However, we cannot guarantee that an order can be changed or canceled once processing or shipping has begun.

If an order can no longer be canceled, you may request a return after delivery if the item qualifies under our Return & Refund Policy.

What happens if an item becomes unavailable after I order?

If a product becomes unavailable after you place an order, we may contact you regarding available options.

If we are unable to fulfill the affected item and payment has already been received, an applicable refund will be issued to the original payment method.

Shipping

How much does Standard Shipping cost?

Our current Standard Shipping rate is:

$4.99 for orders within the United States.

Do you offer free shipping?

Yes.

Orders of $99 or more qualify for FREE Standard Shipping within the United States.

No promotional code is required.

Current Shipping Offer:
🚚 Standard Shipping $4.99 • FREE Shipping on Orders $99

How long does it take to process my order?

Orders are typically processed within 1–3 Business Days after payment has been successfully confirmed.

Processing includes order verification, preparation, packaging, and handoff to the shipping carrier.

Business days generally refer to Monday through Friday, excluding applicable U.S. holidays.

How long does Standard Shipping take?

Our current Standard Shipping timeframe is:

7–12 Business Days

The 7–12 Business Day shipping timeframe begins after your order has been processed and handed over to the shipping carrier.

Delivery estimates are not guaranteed delivery dates and may vary due to carrier operations, weather, holidays, service interruptions, or other circumstances outside our reasonable control.

For complete information, please see our Shipping Policy.

What is the total estimated order timeline?

Orders typically require:

1–3 Business Days for Processing
+
7–12 Business Days for Standard Shipping

The shipping timeframe begins after the order has been processed and handed over to the carrier.

Will I receive tracking information?

When tracking information is available, it may be provided to the email address associated with your order.

Please note that tracking information may take some time to update after an order has been handed to the carrier.

What should I do if my package is delayed?

First, check the tracking information provided for your order.

If your package appears to have an unusual delay or you believe it may be missing, contact us at support@aurellia.shop with your order number.

We will review the available information and assist you where possible.

What if I entered the wrong shipping address?

We will make reasonable efforts to help, but we cannot guarantee that an address can be changed after an order has entered processing or been shipped.

Customers are responsible for providing a complete and accurate shipping address at checkout.

Payments

What payment methods do you accept?

Depending on availability at checkout, Aurellia may accept:

Visa
Mastercard
American Express
Discover
Diners Club
Shop Pay
Apple Pay
Google Pay
PayPal
Amazon Pay
Major credit and debit cards
Other payment options made available through checkout

Available payment methods may vary depending on your device, location, payment provider, and checkout availability.

Is my payment information secure?

Payment information entered during checkout is processed through the applicable payment provider and checkout technology.

Aurellia does not ask customers to send complete credit or debit card numbers through email, phone calls, or live chat.

For more information about how personal information is handled, please see our Privacy Policy.

Why was my payment declined?

A payment may be declined for several reasons.

You can check that:

Your payment information is correct.
Your billing information is accurate.
Your card or payment account is active.
Your payment provider has authorized the transaction.
The selected payment method is available at checkout.

If the problem continues, contact your bank, card issuer, or payment provider, or try another available payment method.

Returns & Refunds

What is Aurellia's return policy?

Eligible items may be returned within 30 days of delivery, subject to the requirements in our Return & Refund Policy.

Returned items generally need to be unused, in their original condition, and free from signs of wear, damage, alteration, or misuse.

How do I request a return?

support@aurellia.shop

Please include:

Your name
Order number
Item you want to return
Reason for the return
Photos if the item is damaged, defective, or incorrect

Please wait for return instructions before sending an item back.

How long does it take to receive a refund?

Once your returned item has been received and inspected and your refund has been approved, Aurellia will issue the refund to your original payment method within 10 business days.

Your bank or payment provider may require additional time to make the funds available in your account.

What if I receive a damaged or incorrect item?

Please contact us as soon as possible at support@aurellia.shop.

Include your order number and clear photos of the item and packaging where applicable.

We will review the issue and provide appropriate instructions.

Can I exchange an item?

Exchange requests can be reviewed based on product availability and eligibility.

Please contact support@aurellia.shop if you would like to request an exchange.

In some cases, we may recommend returning the original item and placing a new order.

Are all items eligible for return?

Not necessarily.

Certain products may not be eligible for return due to hygiene, safety, or product-specific considerations. If an item has specific return restrictions, applicable information will be provided on the product page or before purchase where required.

Product Questions

Will the product look exactly like the photos?

We make reasonable efforts to display our products accurately.

However, the appearance of a product may vary slightly because of lighting, photography, manufacturing variations, or differences in your device or screen settings.

What should I do if I have a question about a product before ordering?

If you need additional information about a product, please contact our support team before placing your order.

Email: support@aurellia.shop
Phone: +1 (323) 955-4203

Customer Support

How can I contact Aurellia?

You can contact us through:

Email: support@aurellia.shop
Phone: +1 (323) 955-4203
Live Chat: Available on our website

Support Hours:
Monday–Friday | 9:00 AM–5:00 PM (PT)

Address:
1225 Lancelot Ln
San Jose, CA 95127
United States

How can I get help with an existing order?

Please contact us at support@aurellia.shop and include your order number.

Providing your order number helps us locate your order and assist you more efficiently.

Still Have Questions?

If you cannot find the information you need, our support team is available to help.