Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does Aurelive handle shipping and delivery?
So, you've made an order? Welcome to the Aurelive experience.
Once your order is placed, our team will carefully prepare your selected pieces for dispatch within 24-48 hours. To ensure the swiftest delivery, items from diverse product categories may occasionally arrive in separate parcels.
Your selections will be entrusted to Australia Post and are anticipated to arrive within 5-9 business days of dispatch. As soon as your order embarks on its journey, you'll receive a shipping confirmation email from us, complete with a tracking number so you can follow its progress.
Please note: For your security, all orders are sent via signature-required post. Should you opt for an 'Authority To Leave' directly with Australia Post, Aurelive cannot be held responsible for the rare instance of a missing or stolen package.
What is the cost of delivery for my order?
Enjoy complimentary and swift delivery on all Aurelive orders, delivered anywhere across Australia.
When can I anticipate the arrival of my Aurelive order?
Once your order is thoughtfully prepared, the journey from Aurelive to your doorstep begins.
Enjoy complimentary and swift delivery on all Aurelive orders, delivered anywhere across Australia, regardless of your selection. You can generally expect your order to arrive within 5-9 business days from the day you place it.
Please note: While Australia Post typically advises these delivery times, unforeseen circumstances can occasionally lead to slight delays. Should this occur, your tracking information may reflect an updated delivery estimate.Once your order is thoughtfully prepared, the journey from Aurelive to your doorstep begins.
Enjoy complimentary and swift delivery on all Aurelive orders, delivered anywhere across Australia, regardless of your selection. You can generally expect your order to arrive within 5-9 business days from the day you place it.
Please note: While Australia Post typically advises these delivery times, unforeseen circumstances can occasionally lead to slight delays. Should this occur, your tracking information may reflect an updated delivery estimate.
How can I track my order?
We are pleased to inform you that your order has been dispatched. Once Australia Post begins its journey with your piece, a separate shipping confirmation email will arrive in your inbox. This email will feature a 'Track My Order' button, offering you direct access to live updates on its journey to you.
Should this confirmation email not appear as expected, please kindly check your spam or junk folder.
What are Aurelive's delivery expectations and how can you assist if needed?
While Australia Post typically advises a 5-9 business day window for standard delivery, unforeseen circumstances can occasionally lead to slight delays. Should this occur, your tracking information may reflect an updated delivery estimate.
If your Aurelive order hasn't arrived within 20 days, please connect with us directly. We'll be pleased to initiate a thorough investigation with Australia Post on your behalf.
A Note on Delivery Queries: For the quickest resolution regarding tracking updates or immediate delivery concerns, we recommend first reaching out to Australia Post directly. While we understand the anticipation, we operate within their established processes. Once you've made contact, please let us know, and we will gladly liaise with them on your behalf to help expedite a resolution.
Can I modify my shipping address after placing an order?
Should you discover your Aurelive order is not destined for the correct address, we are here to assist.
Provided your order has not yet been shipped, please contact us with the updated details, and we will change this for you.
If your order has already been dispatched, rest assured. You may still redirect it directly via the Australia Post tracking link conveniently provided in your shipping confirmation email.
Please note: We are only able to send your order to the address provided at the time of purchase. Should an incorrect address be supplied and the package delivered there, we are regrettably unable to retrieve it. We therefore encourage you to verify your delivery details with care when placing your order.
Does Aurelive offer international delivery?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
As all Aurelive products are dispatched from Australia, you can simply enjoy your purchase without any concern for additional customs or import fees.
Product Questions
Are your products safe for sensitive or acne-prone skin?
Yes. Our products are thoughtfully designed using hypoallergenic, non-irritating materials like pure mulberry silk, suitable for even the most sensitive skin types.
How do I care for my product to ensure it lasts?
In general, we recommend gentle cold washing and ideally hand washing, followed by air drying out of direct sun. Avoid harsh detergents, bleach, or tumble dryers.
Are these products suitable for men too?
Of course. Our designs are intentionally minimal, timeless, and gender-neutral. Self-care is for everyone.
Do you offer wholesale or bulk purchase discounts?
Our products are exclusively available through our online store, and we currently do not offer wholesale discounts or support resale. If you are looking to make a bulk personal purchase, please contact us here with your request.
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Do you have a special someone who you believe deserves the calm and comfort of Aurelive? You can absolutely send any Aurelive creation directly to them by simply entering their address as the shipping address and your own as the billing address.
For your convenience, we don't include any value invoices inside the package, as all receipts are sent directly to your email address. It's that effortless.
Please note: As we use external fulfilment partners, we're unable to include personalised messages within the package.
Are you stocked in any stores anywhere?
Currently, Aurelive's collection is only available through our online boutique, ensuring a curated and direct experience for you.
Returns & Exchanges
Do you have a returns policy?
At Aurelive, we invite you to experience our pieces with absolute confidence. Our returns policy is designed to ensure your complete satisfaction, offering a 30-day invitation to immerse yourself completely in your Aurelive pieces.
While we strive for flexibility, please note that not all items are eligible for return. Any exclusions will be clearly noted on product pages and at checkout.
To be eligible for a return, your item(s) must meet the following criteria:
1. The return must be initiated and placed in the post within 30 days of receiving your order.
2. Item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless deemed faulty.
3. Item(s) must be in their original packaging and original condition, including all attached tags. We'll ask you to provide a photograph of your item before sending it back so we can assess its condition.
If you are returning an item that was part of a bundle, your order will no longer qualify for the bundle pricing.
How long do I have to return the products?
We offer a 30-day invitation to immerse yourself completely in the Aurelive experience. Should it not resonate, you have 30 days from the date of delivery to initiate a return.
Can I return my order for a refund?
Yes, if your return meets the conditions outlined in our returns policy, you are certainly eligible for a full refund. Our aim is your complete satisfaction.
Please note: Not all items are eligible for return. Any exclusions will be clearly noted on product pages and at checkout. All products must be returned in as-new condition, with all tags attached and in their original packaging.
Additionally, if you are returning an item that was part of a bundle, your order will no longer qualify for the bundle pricing.
Are there any costs associated with returning an order?
At Aurelive, we endeavour to make your return experience as seamless as possible. For all eligible returns (whether for a refund or an exchange) within Australia, we are pleased to provide a complimentary return shipping label, which we will gladly arrange for you. This ensures a effortless process at the post office, with no expenses incurred on your part.
Simply connect with our dedicated team via our Contact Us page, and they will be delighted to guide you through the process.
Please note: Not all items are eligible for return. Any exclusions will be clearly noted on product pages and at checkout.
How long does it take for my return/exchange to be processed?
We are diligently working behind the scenes to process returns and exchanges at our fulfillment centers. We kindly request that you send through a photo of your postage receipt as proof your return has been lodged. As soon as we receive this information, we can immediately action your exchange or refund.
Should this receipt not be available, we will simply await the physical return of your item to our warehouse before proceeding.
How long does it take for my refund to be processed?
While we are truly saddened to see your Aurelive piece depart, rest assured, should your order be eligible for a refund, you will receive an email confirmation once the process has been initiated from our end.
From that point, please allow 2-5 business days for the refund to reflect in your account, as processing times may vary depending on your financial institution. Should the timeframe extend beyond this, we would recommend directly contacting your bank or payment merchant (e.g., Afterpay) for further assistance.
Payment
How secure is your payment?
At Aurelive, your privacy and the security of your transactions are our highest priority. We utilise Shopify Payments, a highly encrypted system, meticulously designed to safeguard our community and ensure accountability for merchants.
What payment types do you offer?
For your convenience, Aurelive accepts a range of secure payment methods. We welcome established options such as credit cards (Visa, Mastercard, American Express) and debit cards enabled for online transactions. For those who prefer a more streamlined experience, we also offer Google Pay and Apple Pay.
Do you have payment plan options?
Presently, Aurelive does not offer immediate split payment options, such as Afterpay, Klarna, or Zip Pay. However, we are actively exploring these flexible payment solutions to enhance your experience in the near future. We appreciate your patience as we prepare to introduce these convenient options.
How do I use a discount code?
When you're ready to complete your Aurelive acquisition, simply proceed to checkout. On the initial page, you'll find a designated field to enter your discount code. Be sure to click 'Apply' to see your adjusted total before moving to the payment stage.
Please note: Only one discount code may be applied per order. Should you be acquiring multiple bundles or wish to use various discounts, we recommend placing separate orders. Any strikethrough pricing may reflect a discount code mentioned in the product description. For specific applicability, please refer to your email offers.
I forgot to use my discount code - what can be done?
Should you complete your Aurelive acquisition and subsequently realise your discount code was not applied, rest assured, our team is here to help correct this for you.
Please note: Only one discount code may be applied per order. Should you be acquiring multiple bundles or wish to utilise various discounts, we recommend placing separate orders. Any strikethrough pricing may reflect a discount code mentioned in the product description. For specific applicability, please refer to your email offers.
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Should something not quite align with your expectations for your Aurelive order, rest assured, our dedicated team is ready to assist. Please contact us to advise of the issue, and to help us resolve it swiftly, we kindly request you include photos so we can identify what has occurred.
I need to cancel or modify my order; how should I arrange this?
These moments can occur. Please email us immediately with the subject line 'CHANGE' or 'CANCEL', and our team will do their best to accommodate your request.
If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we endeavour to dispatch your orders promptly, there are occasions when an order may be processed before our team has the opportunity to facilitate a change. We cannot guarantee modifications once an order is placed, so we kindly encourage you to select your Aurelive pieces with care.
What is the best way to contact Aurelive directly?
For support, connecting with us via email is the most direct approach. You can reach our client service team here or by emailing us directly at hi@aurelive.com.au. This method also allows us to maintain a record of your inquiry, ensuring we can provide you with the most thorough assistance. We appreciate your patience as our team diligently works to respond to all queries.
How can I share my feedback regarding my Aurelive experience?
We always strive for excellence at Aurelive and deeply value your insights. We also cherish hearing your Aurelive stories, as it truly warms our hearts to see our creations being embraced and loved. Should you have any feedback for us, please feel free to share it here.
Where is Aurelive located?
Our Aurelive Headquarters are in Australia. Your Aurelive products begin their journey to you from our warehouses in Sydney and Melbourne.
Please note: Our Headquarters do not operate as a retail store, nor do we hold stock there. We are also unable to offer direct collection from any of our fulfillment centres.