Frequently Asked Questions
Frequently Asked Questions
1. Are refunds available?
All sales are final. To maintain our direct-to-consumer pricing, we do not offer cash refunds for change-of-mind purchases. Only confirmed manufacturing defects or incorrect items are eligible for a replacement or store credit.
All sales are final. To maintain our direct-to-consumer pricing, we do not offer cash refunds for change-of-mind purchases. Only confirmed manufacturing defects or incorrect items are eligible for a replacement or store credit.
2. Can I exchange an item?
Exchanges are strictly limited to manufacturing defects or shipping errors (wrong item/size). We do not offer exchanges for change-of-mind. Eligible replacements are for the same product originally purchased. If the item is out of stock, store credit will be issued.
Exchanges are strictly limited to manufacturing defects or shipping errors (wrong item/size). We do not offer exchanges for change-of-mind. Eligible replacements are for the same product originally purchased. If the item is out of stock, store credit will be issued.
3. How do I request a warranty claim or report an error?
Please contact us at hello@aurellestelle.com or WhatsApp +6011-6813 6383 within 7 days of delivery for incorrect items, or within 30 days for manufacturing defects. Include your order number and clear photos of the issue. We will provide a prepaid airway bill for authorized returns; simply print it and drop the parcel at the designated courier.
Please contact us at hello@aurellestelle.com or WhatsApp +6011-6813 6383 within 7 days of delivery for incorrect items, or within 30 days for manufacturing defects. Include your order number and clear photos of the issue. We will provide a prepaid airway bill for authorized returns; simply print it and drop the parcel at the designated courier.
4. Can I cancel my order?
No. To ensure fast fulfillment from our office, all orders are processed immediately once payment is confirmed and cannot be cancelled.
No. To ensure fast fulfillment from our office, all orders are processed immediately once payment is confirmed and cannot be cancelled.
5. Which shipping courier do you use?
Domestic orders (Malaysia) are handled by Pos Laju. International orders are shipped via Aramex, Teleport or EMS.
Domestic orders (Malaysia) are handled by Pos Laju. International orders are shipped via Aramex, Teleport or EMS.
6. Do you ship internationally?
Yes, we ship worldwide. Delivery times and customs procedures vary by destination. Please note that any applicable import duties and taxes are to be borne by the customer.
Yes, we ship worldwide. Delivery times and customs procedures vary by destination. Please note that any applicable import duties and taxes are to be borne by the customer.
7. How much are the shipping fees?
- Domestic (Malaysia): Shipping fees are calculated at checkout.
- International: Shipping fees are calculated at checkout based on your location. All customs duties and import taxes are the responsibility of the customer.
8. Can I get my order delivered urgently?
For urgent orders within Klang Valley, we offer same-day delivery via GrabExpress (delivery cost applies). Please contact us via WhatsApp +6011-6813 6383 to arrange this before placing your order.
For urgent orders within Klang Valley, we offer same-day delivery via GrabExpress (delivery cost applies). Please contact us via WhatsApp +6011-6813 6383 to arrange this before placing your order.
9. How can I track my order?
Once your order is dispatched, a tracking number and link will be sent to your email. You can also track your parcel directly through the courier’s website.
Once your order is dispatched, a tracking number and link will be sent to your email. You can also track your parcel directly through the courier’s website.
10. What if my item is lost or damaged during delivery?
Aurelle Estelle is responsible for your package until it is confirmed as "Delivered" by the courier. Once delivery is confirmed to the address provided, the risk of loss passes to the customer. Please ensure your shipping address is accurate and secure.
Aurelle Estelle is responsible for your package until it is confirmed as "Delivered" by the courier. Once delivery is confirmed to the address provided, the risk of loss passes to the customer. Please ensure your shipping address is accurate and secure.
11. What payment methods are accepted?
We accept all major Credit/Debit cards (Visa, MasterCard), FPX Online Banking, E-wallets (Touch ‘n Go, ShopeePay, GrabPay) and more.
We accept all major Credit/Debit cards (Visa, MasterCard), FPX Online Banking, E-wallets (Touch ‘n Go, ShopeePay, GrabPay) and more.
12. How can I contact customer service?
We are here to help! You can reach us at hello@aurellestelle.com or WhatsApp us at +6011-6813 6383. Please provide your order number for faster assistance.
We are here to help! You can reach us at hello@aurellestelle.com or WhatsApp us at +6011-6813 6383. Please provide your order number for faster assistance.