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Frequently Asked Questions
1. How long will it take to receive my order?
Orders are processed within 3–5 business days before shipment. Processing time is separate from shipping time and excludes weekends and public holidays.
During sales, promotional periods, or collection launches, processing may take 10–15 business days. Once your order has been shipped, you’ll receive a confirmation email with your tracking details.
2. Do you ship internationally?
Yes. We ship worldwide using trusted international couriers such as DHL and FedEx. Orders within Nigeria are delivered through our local courier partners.
International orders may be subject to customs duties or import taxes, which are the responsibility of the customer.
If delivery cannot be completed because you are unavailable or the shipment is refused, the parcel may be returned to us. Any costs associated with reshipping or return fees charged by our courier partners must be covered by the customer.
3. Can I return or exchange my order?
We do not offer refunds.
We offer exchanges only, provided your request is made within 3 working days of receiving your order. Items must be unworn, unused, and returned in their original condition with all tags and packaging intact.
Please note that all sale and promotional purchases are final sale and cannot be returned, exchanged, or refunded.
4. What should I do if my item arrives damaged or incorrect?
If you receive a damaged, faulty, or incorrect item, please contact support@aurenaworld.com within 24 hours of delivery.
Your email should include:
- Your order number.
- A clear, continuous, unedited unboxing video.
- A brief description of the issue.
This helps us investigate and resolve your claim as quickly as possible.
5. Can I cancel or change my order?
If you need to amend or cancel your order, please contact support@aurenaworld.com immediately after placing it.
While we’ll always do our best to help, we cannot guarantee changes or cancellations once your order has entered processing.
6. How do I know which size to order?
Our Size Guide is available on every product page to help you find your best fit.
If you need additional sizing advice before placing your order, our team will be happy to assist.
7. How can I contact Aurēna?
For general enquiries, collaborations, or business-related questions, please email hello@aurenaworld.com.
For order updates, exchanges, shipping enquiries, or customer support, please contact support@aurenaworld.com.
Our team will respond as soon as possible during business hours.