FAQ

What payment methods do you accept?

We accept several secure payment methods to make your shopping experience simple and reliable:

Visa
Mastercard
Maestro
American Express
Apple Pay
Google Pay
Shop Pay

All payments are processed via Shopify and protected by SSL encryption.

Do you offer free shipping?

Yes, we offer free shipping on all Australian and US orders. No minimum purchase is required.

Do you ship internationally?

At this time, Aurvella ships exclusively within Australia and the US.

How long will it take to receive my order?

Order Cut-Off Time: 4:00 PM AEST
Processing Time: 1–2 days (Monday–Friday)
Transit Time: 5–7 days (Monday–Friday)
Total Delivery Time: 6-9 business days (Monday-Friday)

How can I track my order?

Once your order has been dispatched, you will receive an email with your tracking number.
You can also track your order via our Order Tracking page.

What is your return policy?

You have 30 days from the date of delivery to request a return.

Items must be:

unworn and unused
with tags attached
in their original packaging
accompanied by a receipt or proof of purchase

To initiate a return, please email us at info@aurvella.com.
Items returned without prior approval will not be accepted.

Where should I send my return?

Our returns are handled by our international logistics centre:

Address: 2nd floor, Building 9, No. 887 Changchun West Rd. China (Zhejiang) Pilot Free Trade Zone, Jindong District, Jinhua, Zhejiang

ℹ️ We are actively working on setting up a European return address to simplify the process. In the meantime, we guarantee fast and transparent handling, with full assistance in English.

Do you provide a return label?

No, we do not provide prepaid return labels.
Customers are responsible for arranging and covering the cost of return shipping.
Once your return is approved, you will receive detailed instructions on how and where to send your parcel.

Which items cannot be returned?

For hygiene or customisation reasons, the following products cannot be returned:

Perishable goods (e.g. food, flowers, plants)
Custom or made-to-order items
Personal care products (e.g. cosmetics)
Hazardous materials, flammable liquids or gases

If you are unsure whether an item is eligible, please contact us before placing your return request.

Can I exchange an item or size?

We do not offer direct exchanges.
The easiest option is to return the original item and then place a new order for the correct size or model.

Can I cancel my order?

No. Once confirmed, an order cannot be cancelled. Please double-check your basket before proceeding to checkout.

How will I receive my refund?

Once we have received and inspected your return, you will be notified by email whether your refund has been approved or declined.

If approved, the refund will be issued via your original payment method.
Please note that bank processing times may vary depending on your provider.