FAQs
Orders:
I'm having trouble placing an order can you help?
If using a mobile device or the app,try using the website to complete your order.If using the website make sure you clear your cache and cookies,and if this doesn't work try changing your browser.
Still having trouble? Send our customer services team an e-mail at:orders@aurooa.com and make sure you include the browser/device you're using,any screenshots or photos,and make sure you e-mail us using the same one you have an account with.
Can I cancel or change my order?
If you wish to change or cancel your order, please notify us within 24 hours via email at orders@aurooa.com. After 24 hours,changes or cancellations will no longer be possible because the goods will already be on their way, and we cannot force the airline to stop the flight!
Where is my order?
Once your order has been dispatched from our warehouse,you'll receive a dispatch e-mail with your tracking link.You can then track the parcel directly with the courier.Orders are normally dispatched within a few working days.If you can't find your e-mail make sure you double check your junk/spam folders.
I haven't got my delivery confirmation
Make sure you double check your junk/spam folder as sometimes it can be hiding in there! If you can't find it and haven't received your order within our delivery promise,contact Customer Services
Customer Service Email:orders@aurooa.com
I didn't get an invoice in my parcel
We've gone paperless so you won't receive any paperwork in your parcel.
If you need a paper invoice, please leave a message for us when placing your order! If you need an electronic invoice, please send your order number and related requirements to the email: orders@aurooa.com
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Delivery:
What happens if I haven't received my order?
We will always endeavour to resolve any delivery issues as quickly as possible. If you believe your order has been lost, please contact our Customer Service Team with your order reference number within 14 days from your order despatch date. You will need to fill out a denial of receipt form so we can investigate further. No resend or refund will be offered until a full investigation is complete.
Customer Service Email: orders@aurooa.com
Customer Service Phone: +86-13425145829
Who do you use for delivery?
Usually, it is done through the postal service, of course, and we will send you the relevant email once the item has been shipped!
How long will it take to receive the items I ordered?
The typical preparation time is 1-4 working days, and shipping will take 10-20 working days. The specific time may vary by 1-3 days depending on the country.
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Return:
Can I return an online order?
Returns are accepted, but please make sure to contact us and obtain return authorization and return address information before returning the item. Please note that acceptable reasons for returns include:
- You received an item that does not match your order
- The item is defective
What do I do if I receive a faulty/incorrect item?
We have a number of checks in place to try and ensure the accuracy of the orders we send, however if a mistake has happened and the item you’ve received is not correct or damaged, then please contact our customer service team who will assist you.
How long will my refund take?
When your order is refunded, we will email you on the address your order was placed to let you know. It will then be down to your individual bank’s processing time for the funds to process back into your account. Once arrived at our warehouse your return will be processed within 14 working days.
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Products&Stores
How do I create an online account?
Creating an online account is very simple. All you need to do is click here and select the 'Create New Account' tab. From there, just enter the required details and you'll be up and running in no time. You can still complete a purchase as a guest if you prefer.
What services do you offer?
We offer a range of services and add ons such as engraving, gift wrapping and monogramming
Are the prices on your website the same as in your stores?
Our prices are the same online and instore unless it's an online exclusive offer.
Do your prices change?
In order to offer the customer the best deal possible at any given time, our prices do frequently change. In terms of orders however, the price that we charge will be the same as that quoted in your email confirmation.