FAQ

Ordering

How do I place an order?

Browse our store, select the products you would like to purchase, add them to your cart, and proceed to checkout.

Follow the checkout instructions to provide your shipping and payment information. After your order has been successfully placed, you will receive an order confirmation email.

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 order confirmation, contact us at contact@aurumfine.com and include the name and email address used to place the order.

Shipping and Delivery

Which countries do you ship to?

We currently ship to:

Australia
United Kingdom
United States
Romania
Canada
Italy
Spain
Israel
Switzerland
Denmark
Portugal
New Zealand
South Africa

We may expand our shipping destinations in the future.

How much does shipping cost?

We offer free shipping on all orders to the countries listed above.

Any costs charged by AurumFine will be clearly displayed during checkout.

Depending on the destination country, local authorities may charge customs duties, import taxes, VAT, or other fees. These charges are not controlled by AurumFine and are the responsibility of the customer unless specifically included during checkout.

How long does order processing take?

Orders are processed within 1–2 business days, Monday through Friday.

Orders placed on weekends are processed on the next business day.

Our order cutoff time is 6:00 p.m. Australian Eastern Standard Time (AEST).

How long will my order take to arrive?

The estimated transit time is 5–7 business days after the order has been processed and shipped.

The estimated total delivery time, including processing, is 6–9 business days.

Delivery times are estimates and may vary due to weather conditions, transportation disruptions, customs procedures, carrier delays, or other circumstances outside our control.

Which shipping carriers do you use?

Orders may be shipped through DHL, FedEx, or UPS.

All shipments include tracking and are insured against loss or damage during transportation.

How can I track my order?

After your order has been shipped, you will receive an email containing:

The name of the shipping carrier
Your tracking number
Instructions for tracking your order

You may also track your shipment through the Track Your Order page on our website.

My tracking information is not updating. What should I do?

Tracking information may require some time to update after the carrier receives the shipment.

Please check the tracking page again later. If the tracking information remains unavailable or does not update, contact us at contact@aurumfine.com with your order number.

Will I have to pay customs duties or import taxes?

Depending on your country, your order may be subject to import duties, customs charges, VAT, or other local taxes.

These charges are determined by local authorities and are the responsibility of the customer unless they are specifically collected and displayed during checkout.

Please contact your local customs authority for further information.

What should I do if an item is missing from my package?

Please include:

Your order number
The name of the missing product
Details about the package received
Relevant photos, where available

We will investigate the issue and, where appropriate, provide a replacement or refund.

What should I do if my order never arrives?

If your order has not arrived within the estimated delivery period, contact us at contact@aurumfine.com.

We will initiate an investigation with the shipping carrier.

If the package cannot be located, we will offer either:

A full refund; or
A replacement product

Returns and Refunds

What is your return policy?

We accept eligible returns within 30 days of the delivery date.

A return due to a change of mind must meet the following conditions:

The product must be unused
The product must be undamaged
The product must be in its original condition
The product must be in its original packaging
All original labels and tags must remain attached

This policy does not affect any consumer rights that apply under the laws of your country.

How do I start a return?

Your order number
The product you wish to return
A detailed reason for the return
Any relevant photos or supporting documents

After reviewing your request, we will provide return authorization and detailed return instructions.

Where applicable, we will also provide a prepaid return shipping label.

Please do not send a product back before receiving return authorization from our customer service team.

Where should I send my return?

Send your return only to the address provided by our customer service representative.

Do not return a product to an address that has not been confirmed by our customer service team.

How should I package my return?

Safely pack the product in its original packaging.

Please make sure that:

All original labels and tags remain attached
The product is protected against damage during transportation
The return authorization form is included, where provided
Any requested supporting documents are included

If we provide a return label, download and print it using the link included in our email.

How long do I have to ship an authorized return?

Once your return has been authorized, you must ship the product back within 7 days of receiving the return authorization confirmation.

Any longer return period required by applicable consumer law will remain unaffected.

Who pays for return shipping?

Defective, damaged, incorrect, or misdescribed products

AurumFine will cover the return shipping cost when:

The product is defective
The product was damaged during transportation
You received the incorrect product
The product is otherwise not as described

Where applicable, we will provide a prepaid return shipping label.

Change-of-mind returns

The customer is responsible for the actual return shipping cost when:

The wrong product or size was ordered
The product does not fit
The customer no longer wants the product
The return is otherwise due to a change of mind

Do you charge a restocking fee?

No. AurumFine does not charge a restocking fee for eligible returns.

Can I return a product because I changed my mind?

Yes. You may return an eligible product within 30 days of the delivery date.

The product must be unused, undamaged, in its original condition, and returned in its original packaging with all labels and tags attached.

The customer is responsible for the actual return shipping cost for a change-of-mind return.

Which products cannot be returned?

The following products are not eligible for return:

Custom-made products
Personalized products
Hygiene products, including socks and underwear, unless they are unopened and unused

Any mandatory rights or exceptions under applicable consumer law remain unaffected.

My product arrived damaged. What should I do?

Please provide:

Your order number
A description of the damage
Clear photos of the damaged product
Clear photos of the packaging

We will assess the issue and, if the claim is approved, provide a replacement product at no cost to you.

The 48-hour reporting request does not limit any consumer rights that cannot legally be restricted.

My product is defective. What should I do?

Your order number
A description of the defect
Clear photos or other supporting evidence

We will inspect and assess the claim. If it is approved, we will provide an appropriate remedy in accordance with our policy and applicable consumer law.

This may include a replacement product or another remedy required by applicable law.

I received the wrong product. What should I do?

Your order number
The name of the product ordered
Clear photos of the product received

We will review the issue and arrange for you to receive the correct product at no additional cost.

What happens after you receive my return?

Once we receive the returned product, we will inspect it to confirm that it meets the return conditions.

We will notify you by email after the inspection and inform you whether the refund has been approved.

When will I receive my refund?

Approved refunds are processed within 7 business days after the returned product has been received, inspected, and approved.

The refund will be issued to the original payment method used for the purchase.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

How will I receive my refund?

Approved refunds are issued to the original payment method used during checkout.

Refunds cannot normally be issued to a different card, bank account, or payment method.

Payment

What payment methods do you accept?

We accept major credit and debit cards and any other secure payment methods displayed during checkout.

Available payment methods may vary depending on your location and the payment provider.

Is my payment information secure?

Transactions are processed through secure payment providers using encrypted connections and industry-standard security practices.

AurumFine does not store your complete credit or debit card information on its servers.

Still Have Questions?

Contact our customer service team at:

Email: contact@aurumfine.com

We will be happy to assist you with questions about orders, shipping, tracking, returns, or refunds.