Find clear answers about orders, shipping, delivery, returns, refunds, payments, taxes, tracking, damaged items, and customer support. For full terms, please also review our Shipping Policy and Refund Policy.
Contact us as soon as possible at contact@auralume.us and include your order number and the change you are requesting. We will make reasonable efforts to help, but we cannot guarantee that an order can be changed or cancelled once it has entered processing, fulfilment, packing, or shipment. Once an order has shipped, an eligible return may need to be handled under our Refund Policy.
Back to questions ↑Once an eligible returned item has been received and inspected, we will notify you whether the refund has been approved. Approved refunds are processed to the original payment method within 10 business days after the return has been inspected and approved. After we process the refund, your bank, card issuer, or payment provider may require additional time for the amount to appear in your account.
Back to questions ↑For an approved return, the refund is generally based on the eligible product amount paid. For a change-of-mind or buyer-remorse return, original shipping charges and return shipping costs are generally non-refundable unless otherwise required by law. If AuraLume provides a prepaid return label for a customer-responsibility return, the disclosed cost of that label may be deducted from the refund. If we confirm that an item arrived damaged, defective, or incorrect, you will not be charged return shipping for the affected item.
Back to questions ↑Contact us at contact@auralume.us with your order number and reason for return before sending anything back. Eligible returns must be requested within 30 days of delivery. Items must generally be unused, in the same condition in which they were received, and returned with original packaging where reasonably possible. Proof of purchase is required.
Please review our Refund Policy for the complete return terms.
Back to questions ↑Please do not send a return to our business correspondence address unless AuraLume specifically instructs you to do so. Products may be fulfilled through different warehouses or fulfilment partners, so the correct return location can vary by product and circumstances. Contact contact@auralume.us first and we will provide the appropriate return instructions where the return is eligible.
Back to questions ↑Custom-made or personalized products and gift cards are generally not returnable unless they arrive damaged, defective, or incorrect. Products clearly marked Final Sale before purchase are also generally not eligible for a standard return unless they arrive damaged, defective, or incorrect, or applicable law requires otherwise.
Back to questions ↑We do not currently offer direct exchanges. For an eligible item, the usual process is to complete the approved return and place a new order for the item or variant you prefer.
Back to questions ↑Check that your payment and billing details are correct, then try again or use another available payment method. Payment approvals and declines are handled by banks and payment providers, so your bank or card issuer may be able to explain a decline. For your security, do not send full card details to AuraLume by email.
Back to questions ↑No additional shipping charge is added solely because an order is divided into multiple shipments. The applicable shipping cost for your order is shown at checkout before you complete payment. Orders containing 2 or more products automatically qualify for free shipping.
Back to questions ↑Orders containing 2 or more products automatically qualify for free shipping. For an order containing 1 product, the applicable shipping charge is displayed at checkout before payment is completed.
Back to questions ↑AuraLume currently delivers to eligible addresses within the United States only. Some products may be fulfilled or dispatched from international warehouses, suppliers, or fulfilment partners, but customer delivery is currently limited to U.S. shipping addresses.
Back to questions ↑Email us at contact@auralume.us. For an order-related complaint, include your order number, the email address used for the order, a clear description of the issue, and any relevant photos or other information. We will review the matter and respond as appropriately as possible.
Back to questions ↑Contact us as soon as possible at contact@auralume.us. Include your order number, a description of the issue, and clear photographs or video where appropriate. If we confirm that the item arrived damaged, defective, or incorrect, we will provide an appropriate resolution and will not charge you return shipping for the affected item.
Back to questions ↑You can contact us at contact@auralume.us before placing a large order. Depending on the product, quantity, availability, and fulfilment requirements, we may be able to review whether a custom offer is available. A bulk discount is not guaranteed unless it is specifically confirmed by AuraLume before purchase.
Back to questions ↑Prices shown on AuraLume include applicable taxes. Your cart will display “Taxes included”, while any applicable shipping charges and discounts are calculated at checkout. Please review the final order total shown at checkout before completing your purchase.
Back to questions ↑A pending authorization may be placed by your bank or payment provider to confirm that funds or credit are available. A pending authorization is not always the same as a completed charge, and the way it appears depends on your bank and payment method. If a payment is cancelled, declined, or not completed, your bank or payment provider determines when any temporary authorization is released.
AuraLume does not control your bank’s authorization-release timeframe. For questions about a pending card authorization, contact your bank or card provider directly.
Back to questions ↑Tracking information will be provided when available after your order has been processed and shipped. Please allow time for carrier systems to register the first scan or update after a tracking number is issued. Orders containing multiple items may receive more than one tracking number if they are shipped separately.
Back to questions ↑Orders are generally processed within 1–4 business days. After processing and dispatch, estimated transit time is generally 6–10 business days. The estimated total delivery timeframe is therefore generally 7–14 business days from the date the order is placed.
Delivery dates are estimates rather than guarantees. Delays can occasionally occur because of carrier or fulfilment delays, customs or cross-border processing, severe weather, holidays, high shipping volumes, incorrect address information, or other circumstances outside our reasonable control. See our Shipping Policy for full details.
Back to questions ↑Contact us as soon as possible at contact@auralume.us and include your order number and the corrected address. We will make reasonable efforts to update the address where possible, but we cannot guarantee a change once the order has entered processing, fulfilment, or shipment. Delays or additional costs caused directly by incorrect or incomplete information supplied by the customer may be the customer’s responsibility where applicable and permitted by law.
Back to questions ↑Orders containing multiple products may sometimes be fulfilled from different warehouses or fulfilment partners and arrive in separate packages. Separate packages may have different tracking numbers, carriers, dispatch dates, and delivery dates. Receiving one package does not necessarily mean the remaining items have been lost or cancelled.
Back to questions ↑Contact AuraLume at contact@auralume.us with your order number and tracking information. We will review the available shipment information and, where appropriate, assist with the carrier or fulfilment partner and determine the next steps.
AuraLume remains your point of contact for orders placed through auralume.us; we do not automatically shift all responsibility to the carrier once a parcel has shipped.
Back to questions ↑Contact AuraLume at contact@auralume.us or call +44 7940 173466. For order-related questions, please include your order number and a clear explanation of the issue so we can assist you efficiently.
