Contact & Support
How can i get in contact whit customer services?
The most seamless way to reach us is through our Live Chat icon in the bottom corner of your screen. Alternatively, you may use the contact form on our boutique or email us at support@aurelisee.com.
When can I expect a response to my inquiry?
At Aureliseé, we prioritize personal attention. Our team aims to provide a thoughtful and detailed response within 24 business hours.
Can I place an order over the phone?
To ensure the highest level of security for your payment data, all orders must be placed through our encrypted online boutique.
Order Inquiries
I never received a confirmation email. What should I do?
Check your 'Spam' or 'Promotions' folder. If it is missing, contact support@aurelisee.com so we can verify your order details.
How can I track my order?
Once shipped, a confirmation email with a personal tracking link will be sent to you. You can also view history in your Aureliseé account.
Can I cancel my order once it is placed?
Orders are processed immediately. We can only cancel if it has not been handled by our warehouse yet. Contact us via Live Chat immediately.
I received a damaged item or my order is incorrect.
We apologize for this oversight. Please email support@aurelisee.com within 48 hours with your order number and a photo of the items.
Shipping & Global Delivery
Where does Aureliseé ship to?
Aureliseé currently offers exclusive shipping across Europe and the United States. We focus on these primary regions to ensure our signature standard of delivery and white-glove service for every client.
Why is my specific European country not available at checkout?
If your European location is not yet selectable at checkout, it means we are currently finalizing the logistical excellence required for your specific region. These markets are being added shortly as we continue our phased rollout across the continent.
How can I stay informed about new shipping destinations?
We invite you to join the Aureliseé Inner Circle (Newsletter). We announce the activation of new regions across Europe and the USA there first, ensuring you are the first to know when our boutique opens for your location.
What is the estimated delivery time?
For our active markets, delivery typically takes 3–5 business days within the EU and 5–10 business days for the UK and the USA. Every order is handled with the utmost care and shipped via our premium courier partners.
Are there any customs or import duties?
For orders outside the EU, customs fees may apply. These are the responsibility of the recipient and are governed by local laws.
Why was my order shipped from Latvia?
To ensure the highest standards of efficiency and product freshness, certain orders are fulfilled directly from our specialized production facility in Latvia (Northern Europe). While we maintain our central logistics hub in Amsterdam, shipping directly from the source allows us to provide you with the most recently formulated batches without unnecessary transit time. This direct-from-production approach ensures that your Aureliseé ritual arrives in its most potent and pristine condition.
How much does shipping cost?
Rates are calculated at checkout based on location. We offer complimentary shipping on orders exceeding a specific threshold.
What if my order is delayed beyond 8 days?
If your parcel has not arrived within 8 business days of the shipping confirmation, please contact our Customer Service at support@aurelisee.com.
Returns & Refunds
What is your return policy?
You may return unopened and unused products in their original, undamaged brand packaging within 14 days of receipt. Due to strict hygiene and safety standards, we cannot accept returns for products that have been handled, used, or removed from their primary packaging. For a full list of requirements, please refer to our Return & Refund Policy.
How do I start a return?
- Contact return@aurelisee.com with your order number and the items you wish to return.
- Download and fill out the official Return Form found in our Return & Refund Policy section.
- Include the form inside your package.
Note: Items sent back without a prior request or the required form will not be accepted.
Can I return products without their original boxes?
No. To qualify for a refund, products must be returned in their original, pristine packaging and must be unopened and unused. This ensures we can maintain the integrity and safety of our collection.
Are original shipping fees refundable?
Yes. Upon the successful return and inspection of your unopened and unused items, Aureliseé will refund the full purchase price, including the original shipping fees paid at the time of order.
Who is responsible for the cost of return shipping?
While we provide a full refund of the original order costs, the expenses associated with shipping the return back to our facility remain the responsibility of the customer. We recommend using a tracked shipping service to ensure the safe arrival of your return.
When will I receive my refund?
Once your return is received and verified as unopened and unused, your refund (including original shipping) will be processed back to your original payment method within 10 business days.
Usage & Regimens
Can you recommend products for my skin type?
To assist you in selecting the perfect ritual, each product page features a dedicated "Suited to" section. This provides specific guidance on the skin types and concerns most compatible with that particular formulation. For a more personalized consultation, our Concierge remains available via Live Chat to tailor a regimen specifically for you.
How do I conduct an at home patch test?
Apply a small amount to the upper forearm. Keep dry. After 24 hours, rinse. If redness or irritation occurs, do not use the product.
How should I store my products?
Store in a cool, dry place away from direct sunlight. Ensure lids are tightly closed after use to preserve the integrity of the active ingredients.
What is the expiry date of my products?
Look for the PAO (Period After Opening) symbol on the packaging (e.g., 6M or 12M), indicating the months it remains effective after opening.
Are your products safe during pregnancy?
While our ingredients are refined and safe, we recommend consulting your physician before introducing new products during pregnancy or breastfeeding.
Products & Formulations
Are Aureliseé products cruelty-free?
Excellence should never come at the cost of compassion. We are 100% cruelty-free. We do not test on animals, nor do we commission third parties to do so.
Are your products vegan?
At Aureliseé, we prioritize plant-based excellence. Our core collection is formulated with 100% vegan ingredients. For a limited number of items, where it is essential for the texture and efficacy, we may use ethically sourced beeswax. Please consult the ingredient list on each product page for full transparency.
The product I want is out of stock. When will it return?
Due to exceptional global demand and our rigorous quality assurance standards, certain items may occasionally be unavailable. We recommend joining the Aureliseé Inner Circle (Newsletter) or following our official social channels for restock announcements and priority access. For specific availability updates, please contact the Concierge via Live Chat.
Can you send me free samples?
To maintain our commitment to sustainable distribution, we do not provide individual samples to the general public. However, we offer exclusive barter deals for creators. Please contact info@aurelisee.com for more information.
Where are Aureliseé products manufactured?
All formulations are developed and produced under strict European quality standards to ensure the highest level of safety, purity, and clinical efficacy.
Creator Collaborations & UGC
How do I apply for a UGC partnership or barter deal?
We love creative visions. To apply for a collaboration or a barter opportunity (products in exchange for content), please contact info@aurelisee.com with your social handles and portfolio.
What does Aureliseé look for in a creator?
We seek creators who align with our aesthetic of refined luxury. Quality of content and aesthetic excellence are our primary criteria.
Who handles collaboration inquiries?
All partnership and creator requests are managed by our dedicated marketing team via info@aurelisee.com.
How long does the review process take for creators?
Our team reviews applications weekly. If there is a potential match, we will reach out to you within 7–14 business days.
Authorized Retail & Professional Partners
How can I stock Aureliseé in my luxury salon or boutique?
We partner exclusively with authorized retailers. Email support@aurelisee.com (Subject: Professional Partnership) with your business details and location.
Can I sell Aureliseé on third-party platforms like Amazon or eBay?
No. To maintain brand integrity, authorized partners are strictly prohibited from selling Aureliseé on third-party marketplaces.
Technical & Data Privacy
Is my personal information secure?
Your privacy is paramount. We use advanced SSL encryption to protect your data and never share your information with unauthorized third parties.
How can I request to have my data removed?
In accordance with GDPR, you may request the deletion of your personal data by contacting support@aurelisee.com.
Sustainability & Ethics
Are your packagings recyclable?
Yes, most of our glass and cardboard packaging is fully recyclable. Please check local guidelines for proper disposal.
Do you use microplastics in your formulations?
No. Aureliseé is committed to clean beauty standards. We do not use microplastics or harmful environmental pollutants.