Frequently Asked Questions
product
Do you offer warranty?
Do you offer warranty?
Yes — Auralis products are covered by a standard 1 year quality guarantee. If your item arrives defective or stops working due to manufacturing issues within this period, contact us and we’ll help you with a replacement or solution.
How do i sign up for stock updates?
How do i sign up for stock updates?
To receive updates on restocks and new releases, join our mailing list on the website or subscribe when a product is out of stock — you’ll be notified by email as soon as it’s available again.
Do you offer giftcards?
Do you offer giftcards?
Yes — gift cards are available for purchase and make a perfect present for friends and family. You can buy them directly in our store.
Orders & Delivery
How do i track my order?
How do i track my order?
Once your order ships, we’ll send you a tracking link by email. You can use this link to see the delivery status anytime.
Click here to go to our tracking page.
What is the delivery time
What is the delivery time
Orders are processed quickly, and shipping times depend on your location. Estimated delivery windows are shown on the track & trace page.
What are the shipping costs?
What are the shipping costs?
Auralis offers free worldwide shipping on all orders — no minimum purchase required.
Can i cancel or change my order?
Can i cancel or change my order?
If you need to cancel or update your order, contact us as soon as possible. Changes may only be possible before the order has been processed for shipping.
My tracking says the order has been delivered but i haven't received it?
My tracking says the order has been delivered but i haven't received it?
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location:Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes:Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier:Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support:If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
I entered a wrong shipping address, what can i do?
I entered a wrong shipping address, what can i do?
Contact us immediately. If the order has not yet shipped, we may be able to update the address. Once shipped, changes are usually not possible.
I did not receive an order confirmation, what should i do?
I did not receive an order confirmation, what should i do?
Check your spam/junk folder first. If you still can’t find it, reach out to support — we’ll resend your order confirmation.
Orders & Delivery
What is your return policy?
What is your return policy?
We offer a 30-day return policy — if you’re not completely satisfied, you can return your order within 30 days of delivery. The item should be unused and in its original condition.
Click here to see the full return policy.
How can i make a return?
How can i make a return?
Email us and we’ll guide you through the return process step-by-step, including how and where to send your package back.
What are the return costs?
What are the return costs?
Return shipping costs are generally the responsibility of the customer, unless the return is due to an error on our side (e.g., damaged/incorrect product).
How long does a refund take?
How long does a refund take?
Once your return is received and inspected, we’ll issue your refund to the original payment method. It may take a few business days for your bank or card provider to process the refund.
Can i make an exchange?
Can i make an exchange?
At the moment, direct exchanges are not available. If you want a different item, return your original order for a refund and place a new order.
The product i received is damaged, what now?
The product i received is damaged, what now?
If your item arrives damaged, contact us right away with photos and order details — we’ll make it right with a replacement or refund.
I've received the wrong product, what now?
I've received the wrong product, what now?
Contact our support team with details and we will arrange the correct item to be sent or issue a refund.
Can i return my order after 30 days?
Can i return my order after 30 days?
While our standard return window is 30 days, contact support if you’re outside the timeframe — we can advise on possible options.
Customer Service
How can i contact customer service?
How can i contact customer service?
You can reach us through the contact form on the website or by email (listed on our Contact page).
What is the response time?
What is the response time?
We aim to respond within 24–48 hours on business days with helpful and personalized support.