FAQ
GOOD TO KNOW
The questions we get most, answered in plain words. Is yours not here? Ask us, we reply within two days.
ORDERS AND DELIVERY
Where do you deliver?
To the Netherlands and Belgium. Not seeing your country at checkout? Then we do not deliver there yet. More in the Shipping Policy.
How long does delivery take?
We hand your order to the courier within one to two days. Then count on two to five working days.
What does shipping cost?
€6.99 in the Netherlands and Belgium, and free from €70.
How do I track my order?
As soon as your parcel is on its way, you get an email with a track and trace link. With an account you also find it under your orders.
I have not received a confirmation email.
Check your spam folder first. Still nothing? Email support@aurelisee.com with the name and email address you ordered with, and we look it up.
Can I change or cancel my order?
Only while it has not left yet, and that goes fast. Email support@aurelisee.com straight away with your order number and we do what we still can.
My parcel is late.
Eight working days after the shipping email and still nothing? Email support@aurelisee.com with your order number and we chase it for you.
My order arrived damaged, or it is not what I ordered.
Sorry about that. Email support@aurelisee.com within 48 hours with your order number and a photo, and we send a replacement or refund you.
Do I pay customs duties?
No. All taxes are included in the price, and nothing is added on delivery.
Are prices including VAT?
Yes. Every price on the site includes VAT.
Which payment methods can I use?
iDEAL, Bancontact, Klarna, PayPal, Apple Pay, and Visa, Mastercard, Maestro and American Express. You choose at checkout.
Is the ritual discount automatic?
Yes. Put one product from each step in your basket and 15% comes off at checkout. No code needed.
Can I send an order as a gift?
Yes. Fill in the address of the person you are giving it to, and the parcel goes there. We do not add a note or gift wrapping; the parcel arrives the way every order does.
RETURNS AND REFUNDS
Can I return a product?
Yes. You have 14 days after receiving your order to change your mind, and an unopened product can always come back. Opened skincare cannot be sold again, so we may deduct the loss in value, and for skincare that can be the full price. The full conditions are in the Return & Refund Policy.
How do I start a return?
Tell us within 14 days of receiving your order: with the form on the page Withdraw from contract, or by email to return@aurelisee.com with your order number. Then send the product back within 14 days, with a note with your name and order number in the parcel.
Who pays for the return shipping?
You do, unless the product arrived damaged, defective or wrong; then we pay. Use a tracked service and keep the proof of posting.
When do I get my money back?
Within 14 days of the day you told us you are returning it. We may wait until the product is back with us, or until you have shown us proof of posting. You get it back on the payment method you used; your bank can take a few extra days to show it.
Do you refund the original shipping costs?
For a full return, yes: the standard shipping costs come back too. For a partial return, we refund what you paid for those products.
USING THE PRODUCTS
Which products are right for my skin?
Every product page says which skin it suits and which concerns it works on. Not sure where to start? The skin analysis takes three minutes and ends with a ritual for your skin. Or ask us.
In which order do I use them?
Cleanse first, that is STEP ONE. Then serums, exfoliants and eye care, STEP TWO. Then a cream, an oil or sun protection, STEP THREE. Every product carries its step number on the label. Complete your ritual, with one product from each step in one order, and you save 15%.
How do I do a patch test?
Put a little of the product on the inside of your forearm and leave it for 24 hours. Redness or itching? Then do not use it on your face.
How do I store my products?
Cool, dry and out of direct sunlight, with the lid closed. The bathroom shelf is fine, the windowsill is not.
How long does a product keep?
Look for the open jar symbol on the packaging, with 6M or 12M next to it. That is the number of months a product keeps after opening.
Can I use the products when I am pregnant or breastfeeding?
Ask your doctor or midwife before you start something new. They know your situation, we do not.
Do I need all three steps?
No. Every product works on its own. The three steps are the order they work best in, and together they are the ritual.
How long before I notice something?
A cleanser or moisturiser you feel as you use it. Serums and creams need time: skin renews itself in about four weeks, so give a product at least that long.
Can I use the products around my eyes?
Only the two eye products are made for the eye area. Keep the others away from the eyes.
THE PRODUCTS
How are Aureliseé products made?
Every Aureliseé product is made to the COSMOS standard and certified by Ecocert, an independent body that checks both the ingredients and the way the product is made. Each product page shows the full ingredient list and the share of natural origin, which is 97% to 100%.
Are the products vegan?
All of them, except The Solar Tint Fluid SPF30, which contains beeswax. Every vegan product carries the Vegan icon on its page, and the full ingredient list is always there.
Are the products tested on animals?
No. We do not test on animals, and neither does anyone on our behalf.
Do the products contain microplastics?
Every product is made to the COSMOS standard, which sets strict rules on which ingredients may be used. The full ingredient list is on every product page, so you can check for yourself.
Can the packaging be recycled?
Yes, the packaging can be recycled. Separate it the way your municipality asks: glass with glass, plastic with plastic, the box with paper.
A product is out of stock. When is it back?
Then the product page shows Sold out until it is back. Want to know when? Email us the product name at support@aurelisee.com.
Do you send samples?
No. If you are choosing between products, the skin analysis helps, and so do we.
Do the products contain fragrance?
Some do, a natural one; some are fragrance free and say so on their page. The full ingredient list is on every product page, so you always know.
CONTACT
How do I reach you?
Through the contact page: the form, the chat button in the bottom right corner, or support@aurelisee.com. For a return, use return@aurelisee.com.
How fast do you reply?
Normally within two days, and we try to be faster. When it is busy, it can take a little longer.
Do you have a shop I can visit?
No. Aureliseé is online only. Our registered address is in Amsterdam, but there is nothing to visit there.
CREATORS AND RETAILERS
I am a creator. Can we work together?
Maybe. Email info@aurelisee.com with your handles and where we can see your work, and say what you have in mind: a paid collaboration, or products in exchange for content.
When do I hear back?
We read every application. If it is a match, you hear from us within two weeks.
Can my salon or shop sell Aureliseé?
We work with selected retailers. Email info@aurelisee.com with your business details and location, and we take it from there.
Is Aureliseé sold on Amazon or eBay?
No. Aureliseé is sold only here and through selected retailers. Anything you see on Amazon or eBay is not from us.
PRIVACY
Is my data safe?
Payment runs through the encrypted checkout, and we never see your card details. We share your data only with the parties that need it to deliver your order, such as the payment provider and the courier. The details are in the Privacy & Cookie Policy.
Can I have my data deleted?
Yes. Email support@aurelisee.com and we delete what we are allowed to delete. Order records have to stay for as long as the tax rules require.