The things customers ask us most, sorted so you can jump straight to your question.
Placing an Order
Did my order actually go through?
A confirmation email arrives within a few minutes, carrying your order number and a summary of what you bought. Nothing after fifteen minutes? Check spam and promotions first — then write to us, because a mistyped email address at checkout is the usual explanation.
Do I need an account?
No. Guest checkout works perfectly well. An account simply saves your addresses and order history for next time.
Can I add an item to an order I've already placed?
Not to the existing order. Place a second one and send us both order numbers — if neither has shipped, we'll try to combine them into a single parcel and refund the duplicated shipping.
Can I change my delivery address after checking out?
If we haven't packed it yet, yes. Email us straight away with your order number and the correct address. Once the label prints, the destination is fixed in the carrier's system.
Can I order over the phone?
No — Aurevora is online-only and we don't run a phone line. Everything goes through the website and support@aurevora.store.
Do you offer gift wrapping or gift notes?
Not at the moment. If it's something you'd use, tell us — customer requests are how we decide what to build next.
Payment & Security
What payment methods do you accept?
Major credit and debit cards plus the digital wallets shown at checkout. Every accepted method is displayed before you pay.
Is my card information safe?
Yes. Payments run through a PCI-compliant processor over an encrypted connection. Aurevora never sees or stores your full card number — we receive only confirmation that the payment cleared.
Why was my card declined?
We don't get told why, only that it failed. It's usually an address mismatch with your billing details, an issuer fraud block on an unfamiliar merchant, or insufficient funds. Your bank can say which. Trying a different method often works instantly.
Why is there a pending charge on a failed order?
That's an authorization hold, not a completed charge. It drops off on its own, typically within 3–5 business days depending on your bank. No money has actually left your account.
Getting Your Order
How long will delivery take?
Allow 1–2 business days for dispatch, then 4–8 business days in transit for standard US delivery. International runs 10–25 business days depending on destination. Full table on the Shipping Policy page.
Do you ship internationally?
Yes, to a range of countries. Available options and rates appear at checkout once you enter your address.
Will I have to pay customs charges?
On international orders, possibly — import duties and taxes are set and collected by your own country, entirely separately from what you paid us. We can't estimate them, but your national customs authority can. Worth checking before you order.
Where's my tracking number?
Emailed the moment your label is created. You can also check status any time from our Track Order page.
Tracking hasn't updated in three days — is something wrong?
Usually not. Parcels sit between sorting hubs without scanning, and international shipments can show nothing for a week while in transit or clearing customs. If domestic tracking is static for five business days, or international for ten, email us and we'll open a trace.
Tracking says delivered but there's no parcel.
Check every drop point, ask neighbors and household members, and look up the carrier's proof-of-delivery scan — it often includes a GPS pin or photo. If it's genuinely gone, contact us within five business days of the delivery date, while the carrier's claim window is still open.
Will everything arrive together?
Usually. Larger orders occasionally split across parcels arriving on different days, each with its own tracking. No extra charge for that.
About Our Products
Where are your products made?
It varies by item. Where we have that information, it's on the product page. Ask us about anything specific and we'll tell you what we know rather than guessing.
Are the colors in the photos accurate?
Close, but screens differ — brightness, calibration, and color profile all shift how something looks. We photograph in consistent lighting and avoid heavy editing, but expect minor variation between the image and the item in your hands.
How do I care for my item?
Care guidance is on the product page and, where the manufacturer supplies one, on the label or insert in the box. Following it matters — damage from incorrect care isn't covered by a return.
Is there a warranty?
Where a manufacturer provides one, details come with the product. Separately, our own 30-day return window covers anything that arrives faulty or defective, and your statutory consumer rights apply regardless of either.
An item is out of stock. Will it return?
Sometimes. Restocking depends on our supplier, and we won't promise a date we can't hold to. Email us about a specific item and we'll tell you honestly whether it's coming back.
Sending Something Back
What's the return window?
30 days from delivery, for unused items in original packaging with tags and seals intact.
How do I start a return?
Email support@aurevora.store with your order number before posting anything. We'll send written authorization and the return address. Unauthorized parcels can't be credited.
Who pays return postage?
You, for a change of mind. Us, whenever the fault was ours — damaged, faulty, incorrect, or not as described.
How quickly do refunds arrive?
We approve within 3 business days of inspecting your return; your bank then takes 5–10 business days to post the credit.
Do you do exchanges?
Not formally. Return for a refund and place a new order — it's quicker, since your replacement ships immediately rather than waiting on our inbound processing.
My order arrived damaged. What now?
Email us within 7 days with your order number and photos of the item and outer box. Replacement or full refund, your choice, shipping on us.
Your Information
What do you do with my data?
Use it to process and ship your order, support you, and — only with your opt-in — send you occasional email. We don't sell personal information. Details on the Privacy Policy page.
How do I stop marketing emails?
Unsubscribe link at the bottom of any marketing email, or just write to us. Takes effect immediately, and it won't stop the transactional emails about your actual orders.
Can I have my data deleted?
Yes. Email us and we'll remove everything we're not legally required to keep, such as tax and transaction records.
Still Need Help?
Email support@aurevora.store, with your order number if you have one. We reply within one business day, Monday to Friday.