FAQ'S

• Once your order has been shipped from our warehouse you will receive an email with tracking details*
• Tracking details will be activated by the courier within 24-48 hours**
• Please click on the link in the email to see the latest delivery information
• For problems with delivery see 'Delivery Problems' below

_{**During peak periods, it may take longer for the courier to activate your tracking information}

Once your return shipment has been received by Aurélien your Exchange will be shipped within 3-6 working days*

• When Aurélien receives your return shipment, your shipment will be processed
• Processing time is approximately 3-6 working days
• You will receive an email with NEW TRACKING details, once your exchange is shipped
• Please consult the NEW TRACKING details for the expected delivery date

Important information:

• We do not send a message to confirm the receipt of your return shipment**
• During processing time, your return shipment goes through quality control
  
• If items are unavailable (sold out), you will be informed
• Any price difference will be resolved by sending the customer a payment request or by initiating a refund for the price difference. 
  
• All refunds will be made to the original payment method

_{*During exceptional peak periods processing times may be longer.}

_{**Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.}

Once your return shipment has been received by Aurélien your refund will be initiated within 3-7 working days*

• When Aurélien receives your return shipment, your shipment will be processed
• Processing time is approximately 3-7 working days
• You will receive a REFUND notification once your parcel has completed processing

Important information:

• We do not send a message to confirm the receipt of your return shipment**
• During processing time, your return shipment goes through quality control
  
• Once the refund has been initiated your refund will soon be visible in your balance
  
• All refunds will be made to the original payment method

_{*During exceptional peak periods processing times may be longer.}

_{**Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.}

Once you have received an email confirming your order, it is no longer possible to modify your order or address details. We work with an automated fulfillment partner. In order to ensure speedy delivery, orders are prepared almost instantly. 

In case you have entered a mistake in your address details, please contact our customer support.

Shipments are insured *




In case your order is taking longer to be delivered than was indicated, we encourage you to have a look at your tracking details. 




1. Shipping status: Delivered 

If the tracking details state that the parcel was delivered, we kindly suggest you ask your living partners and / or visit your neighbors to ask if they have received the parcel in your name. If this is not the case, please contact our customer support. We will start an investigation with the shipping company. These investigations can take up to two weeks. Average resolution time: 4 days.




2. Shipping status: No updates / (error) code

If the details have not been updated for a few days (5-10), or if an error is shown, please contact the shipping company in question. Also, our customer care can start an investigation with the shipping company. These investigations can take up to two weeks.  Average resolution time: 3 days.




3. Shipping status: Returned to sender

If the details show that the parcel is returned back to our distribution partner, we advise you to contact our customer support. We will investigate why the parcel was returned and will re-ship the item to you. 




Important information:

If the address details are filled out wrong by the customer, we are not liable for parcels that are delivered at a wrong address or are lost by the shipping company. 

Payment Methods:

We accept Visa, MasterCard, American Express, Maestro cards, PayPal, iDEAL, Bancontact, SOFORT, Belfius, KBC/CBC (Cartes Bancaires), Giropay and EPS.

At Aurélien, we value your personal online security. We use the latest SSL encryption technology to store and safely transmit your personal and payment information through our systems. 

Website Security:

To ensure that your shopping experience is safe, simple and secure AURELIEN-ONLINE.COM uses Secure Socket Layer (SSL) technology. This technology encrypts and protects the data you send over the internet. If SSL is enabled then you will see a small padlock at the top left of your browser. You can click on this icon to find out information about the SSL digital certificate registration. 

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.