FAQ

Frequently Asked Questions (FAQ)

Welcome to Aurietta's Frequently Asked Questions page. Here you'll find answers to the questions we receive most often.

If you need further assistance, please contact us:

Email: serviceclient@aurietta.com

1. How long will it take to receive my order?

Orders are typically processed within 1–3 business days.

Estimated delivery within the United Kingdom is 7–15 business days after dispatch.

Please note that delivery times are estimates and may occasionally vary due to circumstances beyond our control.

2. How can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing your tracking number.

Tracking information may take 2–5 business days to become active.

3. Do you offer free shipping?

Yes.

We offer FREE Standard Shipping on all orders delivered within the United Kingdom.

4. Can I change my delivery address?

Delivery addresses can usually be updated within 2 hours of placing your order, provided it has not yet entered processing.

After this period, changes may no longer be possible.

5. Can I cancel my order?

Yes.

Orders may be cancelled within 2 hours of purchase, provided they have not yet been processed or dispatched.

6. What is your return policy?

You may request a return within 14 calendar days of receiving your order.

Returned items must:

  • Be unused.

  • Have all original tags attached.

  • Be returned in their original condition.

Certain items, such as underwear, swimwear (where hygiene seals have been removed), earrings and clearance items, may not be eligible for return.

Please refer to our Returns & Refund Policy for full details.

7. Who pays for return shipping?

Customers are responsible for return postage unless the item received is faulty, damaged or incorrect.

Where a product is confirmed to be faulty or supplied in error, Aurietta will cover the applicable return costs.

8. What should I do if I receive a damaged or incorrect item?

Please contact us as soon as reasonably possible after delivery.

Include:

  • Your order number.

  • Photographs of the product.

  • Photographs of the packaging (if applicable).

Our support team will review your request and arrange an appropriate solution.

9. My order shows as delivered, but I haven't received it.

We recommend:

  • Checking with household members or neighbours.

  • Contacting your local delivery carrier.

  • Contacting our customer support team.

Each situation will be investigated individually, and we will do our best to help resolve the issue.

10. Where do you deliver?

At this time, Aurietta delivers exclusively within the United Kingdom.

11. Which payment methods do you accept?

We accept secure payments using:

  • Major credit and debit cards.

  • PayPal.

  • Other payment methods displayed during checkout.

All transactions are protected using secure SSL encryption and trusted payment providers.

12. Is my personal information secure?

Yes.

We use SSL encryption and industry-standard security practices to protect your personal information.

For more information, please see our Privacy Policy.

13. How can I contact customer support?

You can contact our support team at:

Email: serviceclient@aurietta.com

We aim to respond to all enquiries within 1–2 business days.