FAQ

Quick answers about shipping, returns and refunds at Aurevelle. Can't find what you're looking for? Email us at aurevelle.supportservices@gmail.com and we'll be happy to help.

Shipping

How long does it take to process my order?

We pack and dispatch orders within 1 to 2 business days after you place them. Once your order ships, you'll receive an email confirmation, with tracking details where available. Business days are Monday to Friday, excluding public holidays.

What are your delivery options and costs within South Africa?

Standard delivery: R100. Arrives 5 to 7 business days after dispatch. Free on orders of R770 or more.
Express delivery: R150. Arrives 3 to 4 business days after dispatch.

Do you ship internationally?

Yes. International delivery is a flat rate of R310 and takes 7 to 14 business days after dispatch. We currently ship to: United Arab Emirates, Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Kingdom and United States.

How long will my order take to arrive in total?

Add the dispatch time to the delivery time. As a guide:

Standard (South Africa): about 7 to 10 business days
Express (South Africa): about 6 to 9 business days
International: about 10 to 19 business days

Where is my order?

Check your shipping confirmation email for the latest details. If your order hasn't arrived within the estimated time, email us with your order number and we'll look into it.

Returns

What is your return policy?

You can request a return within 7 days of receiving your order. To be eligible, products must be unopened, unused and in their original packaging. Faulty or incorrect items are always covered (see below).

How do I start a return?

Email aurevelle.supportservices@gmail.com within 7 days of delivery with your order number and the item(s) you'd like to return. We'll reply with instructions for sending them back. Please don't send anything back before you've heard from us.

Can I return products that have been opened or used?

For hygiene and safety reasons, we can't accept returns of skincare products that have been opened or used, unless they are faulty or not what you ordered.

What if my item arrives damaged, faulty or incorrect?

We're sorry about that. Please email us as soon as possible with your order number and a photo of the item. We'll review it and arrange a refund or replacement, and we'll cover the return shipping.

Who pays for return shipping?

If you're returning an item because you changed your mind, you pay the cost of sending it back. If the item is faulty or we sent you the wrong one, we pay.

Refunds

When will I get my refund?

Once we receive and check your returned item, we'll process your refund within 5 to 7 business days. It will go back to your original payment method. Your bank may need a little extra time before it shows in your account.