Frequently Asked Questions (FAQ)
Welcome to the aurevrae FAQ page. Below you’ll find helpful answers to common questions about orders, payments, shipping, tracking, and after-delivery support. If you need further assistance, please contact us at support@aurevrae.com with your order number and the email address used at checkout.
Ordering & Payments
Q: How can I use a discount code?
You can enter your discount code during checkout before completing your payment.
Please follow these steps:
Choose the item you would like to purchase and add it to your cart.
From your cart, click “PAY WITH DEBIT/CREDIT CARD” to continue to the checkout page. This applies whether you choose PayPal or a credit/debit card.
If you are shopping on mobile, tap “Show order summary” to reveal the discount code field.
If you are shopping on desktop, enter the discount code in the box shown on the right side of the checkout page.
Once the discount is applied, you may complete your payment using PayPal, Apple Pay, Google Pay, or your credit/debit card.
Q: What payment options are available?
We accept several secure payment methods, including:
PayPal
Visa, MasterCard, American Express, and Diners Club
Most major credit and debit cards
Apple Pay
Google Pay
Q: What is the shipping cost?
Our standard worldwide shipping fee is generally USD $5.99. The final shipping charge may vary depending on your delivery location and any current promotions. The exact shipping cost will always be shown clearly at checkout before you place your order.
Shipping & Delivery
Q: Do you ship internationally?
Yes, aurevrae offers worldwide shipping. We work with international fulfillment partners and warehouses to help process orders efficiently. Depending on your location and stock availability, your order may be shipped from the most suitable fulfillment center.
Q: How long will delivery take?
Estimated delivery time is usually 10–20 business days after your order has been processed and shipped. Delivery times may vary depending on your destination, local customs, carrier delays, and peak shipping periods.
Q: How do I track my package?
After your order has been shipped, you will receive a shipping confirmation email with your tracking number. You may use that tracking number on a universal tracking website such as 17track.net to follow your package status.
Q: Why has my tracking information not updated?
Tracking updates may take 24–48 hours to appear after your shipping confirmation is sent. It is also normal for tracking to pause for several days while the package is moving between carrier facilities or customs checkpoints.
Q: Why did I only receive part of my order?
If your order contains multiple products, some items may be shipped separately from different warehouses. This helps us deliver items as quickly as possible. Each shipment will have its own tracking number, which will be sent to your email.
Order Changes & Cancellations
Q: Can I update my shipping address, name, or phone number?
Address or contact information changes are time-sensitive. Please email us as soon as possible at support@aurevrae.com with the subject line “Urgent: Address Change.”
Please include:
Your order number, such as 071SHOP-112938
The email address used for the order
The complete and corrected shipping information
We will do our best to update the order before it is processed. If the order has already been shipped, we cannot make changes, and we recommend contacting the shipping carrier directly for further help.
Q: Can I change the product, size, color, or quantity in my order?
Order changes must be requested quickly. Please email support@aurevrae.com immediately with the subject line “Urgent: Order Change.”
Please include:
Your order number, such as 071SHOP-112938
The email address used at checkout
The exact change you would like to make
We can only process your request if the order has not yet entered fulfillment. Once the order is being prepared or has shipped, changes may no longer be possible.
Q: Can I cancel my order?
If your order has not yet been shipped, we may be able to cancel it. A small handling fee may apply. Once an order has already been dispatched, it can no longer be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We are sorry your order arrived in that condition. Please contact us at support@aurevrae.com and we will assist you as quickly as possible.
Please include:
Your order number, such as 071SHOP-112938
The email address used for the order
Clear photos or a video showing the damaged item
A photo of the shipping label on the package
Q: What should I do if my item has a quality issue or defect?
Product quality is important to us, and we apologize if your item does not meet expectations. Please email support@aurevrae.com so our team can review the issue and help you find a solution.
Please include:
Your order number, such as 071SHOP-112938
The email address used at checkout
A clear explanation of the quality issue
Photos or a short video clearly showing the defect
Q: I received the wrong item or something is missing. What should I do?
We apologize for the mistake. Please contact us at support@aurevrae.com so we can review your order and assist you.
Please include:
Your order number, such as 071SHOP-112938
The email address used for the order
A photo or video of the incorrect item received, or a list of the missing item(s)
Account & Communication
Q: I did not receive my order confirmation email. What should I do?
Please check your spam, junk, or promotions folder first. If you still cannot find the confirmation email, contact us at support@aurevrae.com with the email address you believe was used at checkout. Our support team will help locate your order and resend the confirmation if needed.
Q: I have not received my tracking number yet. What should I do?
Tracking details are usually sent within 1–2 business days after your order is processed. If it has been longer than this, please check your spam folder first. If you still have not received the tracking email, contact us at support@aurevrae.com for an update.
Return & Business Address
aurevrae
Rm C12, Unit 4, 10/F, De Hua Tower
No. 32 Hung To Road
Kwun Tong, Hong Kong
Contact Information
Email: support@aurevrae.com
Phone: +1 (626) 548-6232