FAQ
FREQUENTLY ASKED QUESTIONS
HOW DO I PLACE AN ORDER?
Placing an order with aurallunre is simple.
Visit the product page for the item you would like to purchase and select any available options, such as quantity, size, style, or product variation.
Click “Add to Cart” to add the selected item to your shopping cart.
Once you are ready to complete your purchase, open your cart and proceed to checkout.
During checkout, you will be asked to provide the information required to process and deliver your order, including your:
- Email address
- Full name
- Shipping address
- Billing information, where applicable
If you have a valid promotional or discount code, enter it in the designated discount field during checkout and select “Apply” before completing your purchase.
Please carefully review your shipping address, order details, selected shipping method, and payment information before placing your order.
After entering the required information, click “Place Order” or the applicable checkout button to submit your purchase.
Once your order has been successfully submitted, an order confirmation page will be displayed. You will also receive a confirmation email containing your order number and purchase details.
If you experience any difficulty while placing your order, please contact our customer support team at:
HOW LONG DOES ORDER PROCESSING TAKE?
Orders are generally processed and prepared for shipment within up to 5 business days after payment has been successfully confirmed.
Business days do not include Saturdays, Sundays, or public holidays.
Processing time refers to the time required to review, prepare, pack, and hand your order over to the shipping carrier.
Shipping transit time begins after your order has been dispatched.
During public holidays, promotional periods, unusually high order volumes, inventory adjustments, or other exceptional circumstances, processing may take slightly longer.
WHAT SHIPPING OPTIONS ARE AVAILABLE?
For eligible orders shipped within the United States, aurallunre currently offers the following shipping options:
| Shipping Method | Order Value | Estimated Transit Time | Shipping Fee |
|---|---|---|---|
| Express Shipping | Any eligible order | 1–2 business days after dispatch | $6.99 |
| Standard Shipping | $0.00–$38.99 | 3–5 business days after dispatch | $3.99 |
| Free Shipping | $39.00 or more | 3–5 business days after dispatch | Free |
Please note that the estimated transit times above do not include order processing time.
Orders are generally processed within up to 5 business days after payment confirmation.
The shipping methods, applicable fees, and estimated transit times available for your specific order will be displayed during checkout before payment is completed.
Shipping and delivery estimates are not guaranteed unless expressly stated otherwise and may occasionally be affected by carrier delays, severe weather, public holidays, high-volume shipping periods, address issues, customs or security inspections where applicable, or other circumstances outside our reasonable control.
DO YOU OFFER FREE SHIPPING?
Yes.
Free Shipping is available on qualifying U.S. orders of $39.00 or more.
Orders using the Free Shipping option generally have an estimated transit time of 3–5 business days after dispatch.
Orders totaling $38.99 or less may use Standard Shipping for $3.99, subject to the shipping options available at checkout.
Express Shipping may also be available for $6.99.
Order processing time is separate from shipping transit time.
DO YOU OFFER EXPRESS SHIPPING?
Yes.
Express Shipping is available for $6.99 USD on eligible orders.
The estimated transit time for Express Shipping is 1–2 business days after dispatch.
Please note that the 1–2 business day estimate refers to carrier transit time after dispatch and does not include order processing time.
Orders are generally processed within up to 5 business days after payment confirmation.
The availability of Express Shipping will be displayed during checkout.
WHERE ARE ORDERS SHIPPED FROM?
Orders may be fulfilled from our own facilities or from facilities operated by our logistics and fulfillment partners depending on product availability, inventory location, and the delivery destination.
The fulfillment location used for an individual order may therefore vary.
We do not represent that every order is shipped from a local U.S. warehouse unless that is the actual fulfillment arrangement for the specific order.
Once your order has been dispatched and tracking information becomes available, you will receive shipping or tracking information by email.
ARE RETURNS AVAILABLE?
Yes.
Eligible products may be returned within 180 calendar days from the date of delivery, subject to the conditions and eligibility requirements stated in our Return & Refund Policy.
Eligible returns made within the applicable 180-day return period qualify for free return shipping under that policy.
To qualify for a return, the product must generally be:
- unused or only reasonably inspected;
- in its original condition;
- returned with its original packaging where applicable; and
- accompanied by valid proof of purchase.
Before sending any item back, please contact our customer support team at:
Please include your order number, the item you wish to return, and the reason for your return request.
Once your request has been reviewed and approved, our customer support team will provide the appropriate return instructions and, where applicable, the return warehouse address and approved return shipping method.
Please do not send returns directly to our registered business address unless specifically instructed to do so by our customer support team.
DO I HAVE TO PAY FOR RETURN SHIPPING?
Eligible returns made within the applicable 180-day return period qualify for free return shipping under our Return & Refund Policy.
Once your return request has been approved, our customer support team will provide the applicable return instructions and, where appropriate, a prepaid return shipping label or another approved return shipping method.
Please do not arrange or send an unauthorized return before receiving return instructions from us.
No restocking fee is charged for eligible returns.
WHEN WILL I RECEIVE MY REFUND?
Once an approved returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method used for the purchase.
For refunds requiring a physical return, approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
If a refund is approved without requiring a physical return, it will generally be processed within 5–10 business days after approval.
Your bank, credit card issuer, PayPal, or other payment provider may require additional time to post the refunded amount to your account after we issue it.
ARE ORIGINAL SHIPPING FEES REFUNDABLE?
Return shipping for eligible returns is free under our 180-Day Free Return Policy.
However, original shipping charges paid during checkout, including optional Express Shipping fees, are generally non-refundable unless:
- the return is caused by an error on our part;
- the product is damaged, defective, incorrect, incomplete, missing, or materially misdescribed; or
- applicable law requires otherwise.
Please review our Return & Refund Policy for complete details.
WHAT SHOULD I DO IF AN ITEM IS MISSING OR INCORRECT?
If your order arrives with a missing or incorrect item, please contact our customer support team at:
Please provide:
- Your order number
- The name of the affected item
- A brief description of the issue
- Clear photographs of the package and items received, where relevant
Our customer support team will review the information provided.
If we confirm that an item was missing or an incorrect item was sent because of a fulfillment or shipping error, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, this may include:
- A replacement
- A reshipment
- A full or partial refund
- Another appropriate remedy
Please do not return an incorrectly shipped item unless our customer support team provides return instructions.
WHAT SHOULD I DO IF MY PACKAGE OR PRODUCT ARRIVES DAMAGED OR DEFECTIVE?
If your package or product arrives damaged or defective, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the problem
- Clear photographs or videos showing the damaged packaging or affected product, where relevant
Our customer support team will review the issue.
If the issue is confirmed to have resulted from a product, fulfillment, or shipping error, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, this may include a replacement, reshipment, full or partial refund, approved return, or another appropriate remedy.
HOW DO I KNOW WHETHER MY ORDER WAS SUCCESSFULLY PLACED?
After successfully placing an order, you should see an order confirmation page.
You will also receive an order confirmation email containing information such as:
- Your order number
- Purchased items
- Order details
- Customer information, where applicable
If you do not see the confirmation email in your inbox, please check your spam or junk folder.
If you still cannot locate your confirmation email, please contact:
Please provide the name and email address used when placing the order so our team can assist you.
CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
If you need to change your order, please contact us as soon as possible at:
Please include your order number and clearly explain the change you would like to make.
We will make reasonable efforts to accommodate your request if your order has not yet entered processing, packing, fulfillment, or shipment.
Once an order has entered processing, packing, fulfillment, or shipment, we may no longer be able to change the product, quantity, or shipping information.
For this reason, please carefully review all order details before completing checkout.
CAN I CANCEL MY ORDER?
If you would like to cancel your order, please contact us as soon as possible at:
Please include your order number and the email address associated with your purchase.
We will make reasonable efforts to accommodate cancellation requests if the order has not yet entered processing, packing, fulfillment, or shipment.
Once an order has entered processing, packing, fulfillment, or shipment, cancellation may no longer be possible.
If your order has already been shipped, you may request a return after delivery in accordance with our Return & Refund Policy.
If an approved cancellation involves an order that has already been paid for, the applicable refund will be issued to the original payment method in accordance with our refund procedures.
HOW DO I ADD PRODUCTS TO MY CART?
Go to the product page for the item you wish to purchase.
Select any applicable options, such as quantity, size, style, or product variation.
Click “Add to Cart.”
Your selected product will be added to your shopping cart.
From your cart, you can:
- Continue shopping
- Adjust the quantity
- Remove an item
- Review your selected products
- Proceed to checkout
Please review your cart carefully before submitting your order.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched and tracking information becomes available, you will receive a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take some time to become active or update after the carrier receives the shipment.
If your tracking information has not been updated for an extended period or your package appears to be significantly delayed or lost, please contact:
Please include your order number and any available tracking information so our customer support team can review the shipment.
WHAT SHOULD I DO IF MY TRACKING SHOWS “DELIVERED” BUT I HAVE NOT RECEIVED MY PACKAGE?
If tracking shows that your package has been delivered but you cannot locate it, please first check:
- Around your property or delivery location
- With other members of your household
- With neighbors, where appropriate
- With your building reception, front desk, or mailroom
- Any safe delivery location that may have been used by the carrier
If you are still unable to locate the package, please contact:
Please provide your order number and tracking information.
Our customer support team will review the situation and, where appropriate, work with the carrier or fulfillment provider to investigate.
A carrier tracking status showing “Delivered” does not automatically prevent you from contacting us or submitting a delivery-related claim.
WHAT SHOULD I DO IF MY PACKAGE APPEARS TO BE LOST OR SIGNIFICANTLY DELAYED?
If your tracking information has not been updated for an extended period or your package appears to be lost or significantly delayed, please contact:
Please provide your order number and any available tracking information.
Our customer support team will review the shipment status and, where appropriate, work with the carrier or fulfillment provider to investigate the issue.
The fact that a package has been handed over to a carrier does not automatically prevent us from reviewing a reasonable claim involving a lost or significantly delayed shipment.
Depending on the circumstances and the outcome of the investigation, we will work with you to determine an appropriate solution.
CAN I USE A DISCOUNT CODE?
If you have a valid aurallunre promotional or discount code, enter it in the designated discount field during checkout.
Be sure to select “Apply” before completing your payment.
If the code is valid and all applicable requirements have been met, the discount should appear in your order summary before you place your order.
Certain promotional codes may:
- Have an expiration date
- Require a minimum order value
- Apply only to selected products
- Be limited to one use per customer
- Be unavailable for combination with other promotions
The applicable terms depend on the specific promotion.
WHAT PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available for your order will be displayed during checkout.
Available payment methods may vary depending on your location, device, payment provider availability, and other checkout conditions.
Please refer to the payment options displayed at checkout for the payment methods currently available for your order.
WHO OPERATES AURALLUNRE?
aurallunre is owned and operated by Nanjing Rongchuangju Trading Co., Ltd.
Our business information is:
Brand Name: aurallunre
Legal Company Name: Nanjing Rongchuangju Trading Co., Ltd.
Business Address: Room 3081-8, No. 349 Ningliu Road, Getang Subdistrict, Jiangbei New Area, Nanjing, Jiangsu Province, China
Customer Support Email: service@aurallunre.com
Business Phone: +86 25 5888 9610
Nanjing Rongchuangju Trading Co., Ltd., doing business as aurallunre, owns and operates this website and is responsible for the operation of the online store and customer service relating to orders placed through the Site.