Aurela customer care
Shipping, cancellations and returns.
A clear overview of how orders move through a multi-seller marketplace and what to do when plans change.
Seller preparation
The seller confirms inventory, checks the item and prepares secure packaging.
Carrier network
Transport may use road, regional hubs or air depending on origin and destination.
Final mile
A local carrier receives the parcel and provides the most precise delivery updates.
Delivery estimates
Delivery estimates begin after seller handling and may differ across items in one order. Weather, customs, remote destinations and carrier disruption can affect arrival times. Verified tracking events should explain meaningful changes.
Cancellations
A cancellation request is most likely to succeed before seller preparation or carrier handoff. Once fulfilment starts, the order may need to arrive and follow the return process instead.
Returns
Items should generally be unused, in their original condition and returned with packaging and labels. Hygiene-sensitive, personalised, final-sale or regulated products may have different eligibility where law permits.
Refunds
Refunds should be issued to the original payment method after eligibility and item condition are confirmed. Bank and provider processing time may continue after Aurela marks a refund as issued.
The final policy shown during checkout and any mandatory consumer law take priority over this generic pre-launch guidance.