Frequently Asked Questions

Welcome to the Aeravelle FAQ.

Here you’ll find answers to common questions about ordering, shipping, delivery, returns, refunds, payments, and customer support.

Orders

How do I know if my order was successfully placed?

After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.

If you do not see the confirmation email, please check your spam or junk folder and make sure the email address entered at checkout is correct.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at:

support@aeravelle.com

We will do our best to assist you. However, once an order has entered processing or has already been shipped, we may no longer be able to modify or cancel it.

Can I change my shipping address after placing an order?

Please contact us as soon as possible if you notice an incorrect or incomplete shipping address.

Include your order number and the correct shipping information when contacting us.

Once an order has been processed or shipped, we cannot guarantee that the delivery address can be changed.

I did not receive an order confirmation. What should I do?

Please check your spam or junk email folder first.

If you still cannot find your confirmation email, contact us at support@aeravelle.com and provide your name and the email address used during checkout.

Shipping & Delivery

Do you offer free shipping?

Aeravelle may offer free shipping on qualifying orders based on the current promotion or order value.

Please refer to the shipping information displayed on our website or during checkout for the most up-to-date requirements.

Where do you ship?

Available shipping destinations may vary.

Enter your delivery address during checkout to see whether shipping is available to your country or region and to view any applicable shipping options.

How long does order processing take?

Orders require processing before shipment.

Processing times may vary depending on order volume, product availability, weekends, public holidays, promotional periods, and other operational circumstances.

How long will delivery take?

Delivery times depend on factors such as your destination, selected shipping method, carrier performance, customs processing, weather, and local delivery conditions.

Estimated delivery information may be provided during checkout or after your order has shipped.

Please note that delivery estimates are not guaranteed unless specifically stated otherwise.

How can I track my order?

Once your order has been shipped, you should receive a shipping confirmation email containing available tracking information.

Please allow some time for the tracking system to update after your shipping confirmation has been sent.

Why is my tracking information not updating?

Tracking information may not update immediately.

Delays can occur due to carrier processing, weekends, public holidays, customs clearance, weather conditions, or other circumstances outside our reasonable control.

If your tracking information has not updated for an extended period, please contact us with your order number.

Can items from the same order arrive separately?

In some cases, items from the same order may be shipped separately.

If this happens, you may receive multiple packages or tracking numbers.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, fees, or other charges imposed by the destination country or local authorities.

Unless these charges are specifically included during checkout, they may be the responsibility of the recipient.

Aeravelle does not control charges imposed by local customs authorities.

Returns & Refunds

Can I return an item?

Return eligibility is subject to our Return & Refund Policy.

To request a return, please contact us before sending any item back.

Items generally need to meet the eligibility requirements stated in our Return & Refund Policy.

Can I return an opened or used item?

For hygiene and safety reasons, certain opened or used personal care, skincare, cosmetic, or beauty products may not be eligible for return.

Exceptions may apply to damaged, defective, or incorrect items, subject to review and applicable consumer protection laws.

What should I do if my order arrives damaged or incorrect?

Please contact us as soon as possible at support@aeravelle.com and include:

• Your order number

• A description of the issue

• Clear photographs of the item

• Photographs of the shipping packaging, where applicable

Our customer support team will review the information and provide the appropriate next steps.

How are refunds processed?

If your refund is approved, it will normally be issued to the original payment method used for the purchase.

After the refund has been issued, your bank, card issuer, or payment provider may require additional time to process and display the funds in your account.

Can shipping fees be refunded?

Shipping fee eligibility depends on the circumstances of the return and the terms stated in our Return & Refund Policy.

Please review the applicable policy or contact our customer support team for more information.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on your country or region.

What currency will I be charged in?

The currency displayed may depend on your location, selected region, or checkout settings.

Please review the currency and total amount shown during checkout before completing your purchase.

Is my payment information secure?

Payments are processed through the payment methods and payment providers available during checkout.

For your security, please do not send your full credit card number, security code, account password, or other sensitive financial information to our customer support email.

Why was my payment declined?

Payments may be declined by your bank, card issuer, or payment provider for a variety of reasons.

Please check that your billing details are correct or contact your payment provider for assistance.

You may also try another payment method if one is available.

Discounts & Promotions

How do I use a discount code?

Enter your valid discount code in the designated field during checkout.

If the code is eligible for your order, the discount should be reflected before you complete your purchase.

Can I use more than one discount code?

Discount code combinations depend on the terms of the applicable promotion.

Some discounts may not be combined with other offers.

Why is my discount code not working?

A discount code may not work if it:

• Has expired

• Has already been used

• Does not apply to the items in your order

• Requires a minimum purchase amount

• Is limited to certain customers or regions

• Cannot be combined with another promotion

Please review the promotion terms before completing your order.

Can prices or promotions change?

Yes.

Prices, promotions, discounts, gifts, and special offers may change or end from time to time.

The price confirmed during checkout will apply to your completed purchase.

Customer Account

Do I need an account to place an order?

If guest checkout is available, you may be able to place an order without creating an account.

Available checkout options will be displayed when you place your order.

What should I do if I forget my account password?

If account login is available, use the password reset option on the login page and follow the instructions sent to your registered email address.

For security reasons, our customer support team will never ask you to provide your account password.

Customer Support

How can I contact Aeravelle?

For questions about orders, shipping, returns, refunds, payments, or other store-related matters, please contact:

Email: support@aeravelle.com

When contacting us about an existing order, please include your order number and the email address used during checkout so we can assist you more efficiently.

How long does it take to receive a response?

We aim to review customer inquiries as soon as possible.

Response times may be longer during weekends, public holidays, promotional periods, or periods of unusually high inquiry volume.

What information should I include when contacting customer support?

For order-related inquiries, please provide:

• Your full name

• Order number

• Email address used during checkout

• A brief description of your question or issue

• Relevant photographs, where applicable

Providing complete information can help us review your request more efficiently.

Still Have Questions?

If you cannot find the answer you need, please contact us at:

support@aeravelle.com

Our customer support team will be happy to assist you.

Thank you for choosing Aeravelle.