Shipping policy

TERMS & CONDITIONS — AUREL

We are committed to providing a smooth and enjoyable shopping experience at Aurel. By placing an order with us via Facebook or Instagram, you acknowledge that you have read, understood, and agreed to the following Terms & Conditions. All purchases are considered final once payment is made.

🚚 SHIPPING INFORMATION

  • West Malaysia: RM8 (Free shipping above RM250)

  • East Malaysia: RM12 (first 1kg) + RM6.80 per additional 0.5kg

  • We are not responsible for any delays caused by courier services once parcels have been shipped.

  • Tracking numbers will be provided once orders are dispatched.

BOUNCED PARCELS

  • Customers will be contacted via email should we receive any bounced parcels bearing their name.

  • Cost for re-delivery will be borne by the customer. Aurel will bear the cost of re-delivery if it is deemed as an error on our part. Details regarding the re-delivery will be provided in the email sent to the customer.

  • Aurel reserves the right to deny any request to combine the bounced back parcels with any new orders.

  • Any unclaimed bounced back parcels after a 30 days grace period will be forfeited.


🔄 EXCHANGE POLICY

  • Exchange is only allowed for wrong items received or manufacturing defects.

  • Requests must be made within 3 days after receiving the parcel.

  • Items must be in original condition (unworn, unwashed, unaltered, with tags attached).

  • An unboxing video (continuous and unedited) is required as proof for any claim.

  • Claims without valid proof will not be accepted.

  • No refunds or exchanges are allowed for wrong size selection, colour preference, or change of mind after shipment.

  • Sale or discounted items are strictly non-returnable and non-exchangeable.

  • Return Shipping costs - Borne by Buyer

  • The return parcel is under customers' responsibility and Aurelis not liable for any any lost return parcel/ additional taxes incurred for return parcels.

📦 PARCEL INSPECTION

  • Customers are required to record a full unboxing video without cuts or edits for any claims.

  • Claims without valid proof will not be entertained.

  • Please check the parcel condition before disposing of the packaging.

⚠️ ORDER MODIFICATION & CANCELLATION

  • No cancellation is allowed after shipment.

  • No changes (size, colour, or item) are allowed once the order is placed.