Find answers about orders, shipping, returns, payments, taxes, tracking, damaged items, and customer support. Click any question below and you will be taken directly to the answer.
If you need to change your order after placing it, please contact us as soon as possible at filip1322007@gmail.com. We will try our best to change the order if it has not already been processed, packed, fulfilled, or shipped. Once an order is already too far in the fulfillment process, changes may no longer be possible.
Back to questions ↑Refunds are reviewed once we receive the returned product. The product must be returned in the same condition it was received, unused, undamaged, and within the allowed return window. Once the return is inspected and approved, your refund will be processed back to the original payment method where possible.
Back to questions ↑If your return is approved, the refund is generally based on the eligible product amount paid. Customers are responsible for return shipping costs unless we specifically confirm otherwise. Any original shipping fees, handling fees, or return shipping costs may not be refundable unless required by applicable law or approved by AuraLume.
Back to questions ↑You can begin a return through the store where available, or you can contact us directly at filip1322007@gmail.com and we will help start the return process if your return is still eligible. Returns must be started within our 30-day return window.
If your payment is refused, please try a different payment method or contact your bank or card provider. AuraLume does not control bank approvals, card declines, fraud checks, or payment provider decisions. Your bank or payment provider should be able to explain why the transaction was declined.
Back to questions ↑Yes. Once an item ships, your payment will be processed for the item along with any applicable shipping or handling fees. Shipping costs are shown at checkout before you complete your purchase.
Back to questions ↑AuraLume currently ships only to customers within the United States. Some products may be fulfilled or shipped from international warehouses or suppliers, but delivery is only available to U.S. shipping addresses.
Back to questions ↑Please contact us by email at filip1322007@gmail.com. Include your order number, the email used at checkout, a clear description of the issue, and any photos or details that may help us understand the situation.
Back to questions ↑Please contact us at filip1322007@gmail.com and send proof and details about the issue. This may include your order number, photos, videos, a description of the problem, and when the issue started. We will review the information and try to help you with the next steps.
Back to questions ↑For large quantity orders, please contact us at filip1322007@gmail.com. Depending on the order size, product type, stock availability, and fulfillment cost, we may be able to work with you on a custom discount or bulk order arrangement.
Back to questions ↑Yes. AuraLume may charge sales tax where required under applicable U.S. state and local tax laws. The amount of sales tax, if applicable, is calculated and shown at checkout based on the order details and shipping location.
Back to questions ↑An authorization hold is a temporary hold placed by your bank or payment provider to confirm that funds are available for your order. It may appear as a pending charge before the payment is fully completed. If an order is not completed, cancelled, or declined, the hold is usually released by your bank or payment provider according to their own processing times.
AuraLume does not control how long your bank keeps an authorization hold on your account. If you have questions about a pending hold, please contact your bank or card provider directly.
Back to questions ↑Yes. Tracking information will be provided once your order has been processed and shipped. Please allow some time for tracking updates to appear after the tracking number has been issued, as carriers may take time to scan and update the package status.
Back to questions ↑Orders are usually processed within 1–4 business days. Our estimated total delivery time is usually 7–14 days from the date the order is placed, including processing and shipping time. Delivery may take longer due to carrier delays, supplier delays, customs processing, weather, holidays, high order volume, or other circumstances outside our direct control.
Back to questions ↑Customers are responsible for entering the correct shipping details at checkout. If you entered the wrong address, contact us immediately at filip1322007@gmail.com. We will try to help if the order has not already been processed or shipped, but AuraLume is not responsible for delays, failed deliveries, returned packages, or lost shipments caused by incorrect or incomplete customer information.
Back to questions ↑Once a package has been handed to the shipping carrier, delivery handling is managed by the carrier. If your package is delayed, lost, stolen, or marked delivered but not received, we will try to assist by reviewing the tracking information and helping you locate the correct carrier contact details.
Contact AuraLume at filip1322007@gmail.com. Please include your order number and a clear explanation of the issue so we can help you faster.