FAQs
AURELION FASHION LTD FAQ
Below are answers to the most frequently asked questions about AURELION FASHION products, shipping, returns, and services. If you have additional inquiries not covered here, please contact our customer service team using the details provided at the end of this page.
Q: How long does UK shipping take?
A: UK shipping usually takes 3-5 working days after order confirmation. We process orders within 1-3 business days, and delivery timelines are subject to minor delays during peak seasons or public holidays (we will notify you promptly if this occurs).
Q: Do you offer international shipping?
A: Yes, we provide international shipping to most countries. The delivery time varies by region, usually 7-15 working days. Please note that international delivery may be affected by customs inspections, and any applicable customs duties or import taxes are the responsibility of the recipient (consistent with our Shipping Policy).
Q: Is there free shipping?
A: We offer free UK shipping for orders over £50. International shipping fees are calculated based on the destination and order weight, and will be clearly displayed at checkout to ensure transparency (aligned with Stripe’s pricing transparency guidelines).
Q: Can I return or exchange my order?
A: Yes, you can return or exchange items within 30 days of receipt, provided the products are unused, undamaged and with original packaging intact. Final sale or clearance items are excluded from returns/exchanges unless defective (see our Returns & Exchanges Policy for full details).
Q: How do I initiate a return or exchange?
A: Please contact our customer service via email (ambrin@aurelionfashion.com) with your order number and return reason, and we will guide you through the entire process. Do not send items back without prior authorization, as this may delay processing (consistent with our Returns & Exchanges Policy).
Q: Are your clothing items made of genuine leather?
A: Some of our clothing items and accessories are made of genuine leather, and this information is clearly marked in the product details page of each applicable item. We strive to provide accurate product descriptions to avoid customer disputes (aligned with Stripe’s dispute prevention guidelines).
Q: How to care for genuine leather clothing and accessories?
A: Avoid direct sunlight and moisture, clean with a soft dry cloth, and store in a dust bag when not in use. Following these care instructions will help extend the lifespan of your genuine leather clothing and accessories.
Q: Can I cancel my order after payment?
A: You can cancel your order for free within 24 hours of payment. If the order has been shipped, cancellation is not available, but you can apply for a return after receipt in accordance with our Returns & Exchanges Policy. Refunds for canceled orders will be processed to your original payment method promptly (aligned with Stripe’s refund processing guidelines).
Q: How can I track my order?
A: After your order is shipped, we will send a tracking number to your registered email address. You can track the logistics status on our official website (aurelionfashion.com) or the corresponding courier platform. If you do not receive tracking information within 24 hours of dispatch, please contact our customer service for assistance.
Q: What payment methods do you accept?
A: We accept all major credit cards, debit cards and secure online payment methods (including Stripe) to ensure your payment safety. All payments are processed through encrypted, secure gateways to protect your payment information (consistent with Stripe’s data security standards).
Q: Why is my order delayed?
A: Order delays may be caused by logistics disruptions, peak shopping periods or customs inspections. Please contact our customer service team for specific reasons, and we will provide you with updated delivery timelines and assistance (aligned with Stripe’s customer support requirements).
Q: Can I change the shipping address after ordering?
A: You can change the shipping address within 24 hours of ordering by contacting our customer service with your order number and new address. Once shipped, the address cannot be changed. We recommend double-checking your shipping address before placing an order to avoid delays (consistent with our Shipping Policy).
Q: Do you have a warranty for your products?
A: We provide a 3-month warranty for all our products. If there is any quality problem (non-human damage) within the warranty period, we will provide repair or replacement services. Please contact our customer service with your order number and evidence of the defect to initiate a warranty claim.
Q: How long will it take to receive a reply from customer service?
A: Our customer service will reply to your inquiry within 24 hours on working days. If you contact us on weekends or holidays, the reply may be slightly delayed, but we will respond to you as soon as possible on the next working day (consistent with Stripe’s customer support timelines).
Q: Can I customize clothing items?
A: At present, we do not provide customized clothing services. We will launch more styles and colors in our new collections, please pay attention to our official website (aurelionfashion.com) for updates.
Contact Our Customer Service
For any additional questions or concerns, please contact us via:
Email: ambrin@aurelionfashion.com
Phone: +44 7521533692
Company Address: 465B GREEN LANES, LONDON, ENGLAND N13 4BS
