Aurela customer care
Questions are welcome.
Shopping should feel considered, not confusing. These answers cover the moments customers ask about most often.
Shopping with Aurela
What is Aurela?+
Aurela is one shared marketplace where approved sellers publish products into a central catalog. Sellers manage fulfilment, while customers discover and purchase through Aurela.
How do I know who sells a product?+
The responsible seller and relevant product information should appear on each product page and order record.
Can an item sell out after I add it to my bag?+
Yes. A bag does not permanently reserve inventory. Availability and price must be validated again when checkout is submitted.
Orders and delivery
Where is my order?+
Use Track Order with your AR reference. Verified timeline events are more reliable than a map until a local driver shares live coordinates.
Can I change my address?+
Contact support immediately. Changes are not guaranteed after a seller begins fulfilment.
Will products arrive together?+
Not always. A multi-seller order may produce separate seller fulfilments and delivery timelines.
Returns and refunds
How long do I have to return an item?+
The current frontend uses a general 30-day example. The final period must match the policy shown at purchase and mandatory consumer rights.
When will I receive my refund?+
Refund timing depends on inspection and the payment provider. Production pages should show a dated refund timeline.
What if my item is incorrect or damaged?+
Photograph the item and packaging, keep labels attached, and contact Aurela through the return or contact route as soon as possible.