FAQ
Shipping
Where do you ship?
We ship worldwide, delivered to your door. A small number of destinations may be unavailable due to carrier restrictions — if we can't ship to your address, you'll see this at checkout before you pay.
How much is shipping?
Shipping is free on every order, to every destination we serve.
Will I have to pay customs fees or import taxes?
No. All import duties, customs fees and taxes are paid by us in advance. The amount you pay at checkout is the complete and final cost of your order. If you are ever asked to pay a customs charge on an AURTRS order, email contact@aurtrs.com and we will resolve it.
How long will my order take?
Orders are processed within 1–2 business days. After dispatch, estimated delivery is 5–9 business days to the United States, 6–10 business days to Europe, and 8–15 business days to the rest of the world. These are estimates from our logistics partners and are not guaranteed.
How do I track my order?
You'll receive an email with a tracking number once your order is dispatched. Tracking can take up to 48 hours to become active. If it hasn't updated for more than 7 business days, contact us and we'll investigate with the carrier.
Can I change my shipping address?
Contact us as soon as possible. We're unable to change the address once an order has been dispatched.
Full details are in our Shipping Policy.
Orders
Can I cancel my order?
You can cancel within 12 hours of placing your order, before it is dispatched, for a full refund. Once an order has been dispatched, please follow the returns process below.
My order arrived damaged, or hasn't arrived. What should I do?
Email contact@aurtrs.com with your order number and, for damage, a few photos. Where a shipment is confirmed lost or arrives damaged, we'll send a replacement or give a full refund at no cost to you.
Returns and refunds
What is your return policy?
We accept returns within 30 days of the delivery date, worldwide. Items must be unused, in their original condition and packaging, with proof of purchase.
How do I start a return?
Email contact@aurtrs.com with your order number and the reason for the return. We'll reply with return instructions and a return address within 1–2 business days.
Who pays for return shipping?
Customers are responsible for return shipping costs, unless the item is defective, arrived damaged, or we sent the wrong item — in those cases we cover it.
When will I get my refund?
Once your return is received and approved, refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a further 5–10 business days to show it on your statement.
Is there a warranty?
Yes. All AURTRS products carry a 1-year warranty covering defects in materials and workmanship from the date of delivery. It does not cover misuse, accidental damage, failure to follow the care instructions, or normal wear.
Full details are in our Refund Policy.
Still have a question?
Email us at contact@aurtrs.com or use our contact form. We aim to reply within 1–2 business days.