Question 1

Do you ship to the UK?

Accepted Answer

Yes, we ship to the UK. Orders are processed and then shipped to your delivery address, subject to the delivery times and conditions in our shipping policy.

Question 2

How long does delivery take?

Accepted Answer

Once your order has been processed and dispatched, delivery usually takes 7 to 12 business days. Delivery times are estimated from the dispatch date, not the purchase date.

Question 3

How can I track my order?

Accepted Answer

Tracking details will be sent to your email once available. Please allow up to 5 business days for tracking information to be issued, and note that tracking updates may take a few days to appear.

Question 4

Can I change my shipping address after placing an order?

Accepted Answer

In some cases, we may still be able to update your shipping address after purchase. Please contact us as soon as possible, since orders are processed quickly and changes cannot always be made.

Question 5

Can I cancel my order?

Accepted Answer

Orders cannot be canceled once placed because our fulfillment process starts quickly after purchase. If there is an issue with your order, contact us immediately and we will do our best to help.

Question 6

What is your return policy?

Accepted Answer

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible, items must be unworn or unused, in the same condition as received, with original tags and packaging, and with proof of purchase.

Question 7

What items are eligible for return?

Accepted Answer

Eligible returns must be unused or unworn, in original condition, with tags and packaging, and accompanied by proof of purchase. Some items are non-returnable, including perishable goods, custom or personalized items, personal care goods, hazardous materials, sale items, and gift cards.

Question 8

How do I start a return?

Accepted Answer

To start a return, contact us at supportaureumlegacy.com. If your return is accepted, we will send instructions on how and where to send your package. Returns sent without prior approval will not be accepted.

Question 9

Do I need to pay for return shipping?

Accepted Answer

Yes, customers are responsible for return shipping costs. We also recommend using a trackable shipping method.

Question 10

Do you offer exchanges?

Accepted Answer

The fastest way to get another item is to return the original product and place a new order. We may offer free size exchanges in certain cases, but exchanges for different products, colors, or variants generally require a new order after the return.

Question 11

What if I receive a damaged or incorrect item?

Accepted Answer

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and work to resolve it as quickly as possible.

Question 12

How long do refunds take?

Accepted Answer

Once your return is received and inspected, we will notify you of the approval status. If approved, refunds are processed to your original payment method within 10 business days.

Question 13

What if I have not received my refund yet?

Accepted Answer

If more than 15 business days have passed since your refund was approved, please contact us. Refund timing can also depend on your bank or payment provider.

Question 14

What payment methods do you accept?

Accepted Answer

The documents confirm that payment is processed through our payment processors, but they do not list specific payment methods.

Question 15

Are my personal details safe?

Accepted Answer

We take privacy seriously and use personal information only for purposes such as processing orders, providing customer support, shipping, and improving services. The Privacy Policy also notes that no security measure is perfect, so we cannot guarantee absolute security.

Question 16

Can I ask for my personal data to be deleted?

Accepted Answer

Yes, you may have the right to request deletion of personal information we maintain about you, depending on your location and applicable law. You can contact us to make that request.

Question 17

How can I contact you?

Accepted Answer

You can contact us at support@aureumlegacy.com. This is the contact address listed in both the Privacy Policy and the Terms of Service.

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AUREUM LEGACY

FAQ

Frequently asked questions