Frequently Asked Questions ( FAQs )

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How do you contact Aurelia Energy?

We’re here to assist you Monday through Friday. Reach our customer service via email at [email protected] or visit our Contact Us page.
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What is your working hours?

Our working hours are from 8:00 AM to 5:00 PM. If our agents are currently offline, please reach out to us directly at [email protected] or via WhatsApp, and we’ll get back to you as soon as possible.

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Is it possible to change or update my order?

You can change your order by contacting us immediately after purchase at [email protected]. Once processing has started, However, we’re unable to modify the order. If you wish to add items or adjust quantities after processing begins, please place a new order on our online store.

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Is it possible to cancel my order?

There is a brief window (typically up to 24 hours) between placing your order and the start of processing. If you reach out to us immediately after ordering at [email protected], we may be able to cancel and refund your order before processing begins. However, once your order has been shipped, you may return it upon receipt if you wish.

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Which payment methods do you accept?

Payments on our website are processed in USD. We accept the following payment methods:

  • Payment via Credit/Debit Cards: You can pay with MasterCard, VISA, American Express, or Discover. After completing your order, you’ll be redirected to the secure payment gateway to enter your payment details. We do not have access to your card information, as this data is entered directly on payment gate way’s page and protected by SSL encryption. Once the transaction is complete, you’ll be redirected back to our website, and your order will be automatically created.
  • Payment by PayPal: After placing your order, you’ll be redirected to the PayPal payment gateway to securely enter your payment details. We do not come into contact with your card information, as all data is handled by PayPal’s secure gateway and protected by SSL encryption. After your transaction is confirmed, you’ll be redirected back to our website, and your order will be automatically created.

You can view the available payment options on the checkout page.

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Do you offer international shipping?

Yes, we provide tracked shipping worldwide. For further details, please see our Shipping Policy.

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How can I track my order?

We provide updates at each stage of your order—when it’s placed, dispatched, in transit, out for delivery, and delivered.
You can track your order once you receive the shipping confirmation email with your tracking number.
Visit our Track Order page to monitor your order status.
If you don’t see the email in your inbox, please check your spam or promotions folder. Adding [email protected] to your safe sender list may also help.
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How long does it take to process and ship my order?

Processing times vary by location. We typically process orders within 1-3 business days, including checking, packing, and delivering items to a shipping carrier. Be sure to add this processing time to the total delivery estimate.
For estimated delivery times to your country, please refer to our Shipping Policy.
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Do you offer express shipping?

Yes, we offer express shipping options through FedEx, DHL Express, and UPS Express.
Check our Shipping Policy for details on express shipping costs and estimated delivery times.
If you have further questions, please contact us at [email protected].
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What are the shipping costs?

Shipping costs vary depending on the items ordered and the destination country. Please refer to our delivery cost table for postage fees for different regions.
For orders over $75 USD, we offer free standard shipping worldwide.
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Which countries do you ship to?

We ship to most countries globally, with a few exceptions due to shipping restrictions: India, China, Iraq, Afghanistan, Yemen, Philippines, Indonesia, Cuba, Iran, Sudan, and Syria.
To check if we deliver to your location, please review the options at checkout.
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What shipping carriers do you use?

We work with major carriers and trusted local courier partners. For details on carriers by country, visit our Shipping Policy. You’ll select your preferred delivery method at checkout.
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Lost or Stolen Package? Marked as Delivered but Not Received?

We understand that issues with lost or undelivered packages can be frustrating, and we’re here to assist you in resolving them.

If your tracking information shows the package as delivered but you have not received it, please follow these steps:

  1. Allow for Extra Time: Sometimes, packages may experience a slight delay in the delivery process. We recommend waiting an additional day to allow for any potential delays.
  2. Contact Your Local Post Office: Reach out to your local post office (not the hotline) and ask for details about the delivery. Local post offices often have more detailed records and can provide insights into the delivery status.
  3. Contact Our Customer Service Team: If the post office cannot assist, please reach out to us at [email protected]. We’ll do our best to help locate your package and provide any additional support.

If a package is genuinely lost in transit (not marked as delivered), we will arrange for a replacement or other appropriate solutions. Thank you for your patience and understanding—we’re committed to ensuring you have a positive shopping experience with us!