Frequently Asked Questions

Browse the AURELLA Collective shop, select your preferred product options such as size and colour where available, add the item to your shopping bag and proceed to checkout. After completing checkout, you will receive an order confirmation with your order details and payment instructions.

AURELLA currently accepts payment by EFT (electronic funds transfer). Your order confirmation will provide the bank details and payment instructions needed to complete your payment.

Please use the payment reference provided in your order confirmation when making your EFT payment. This helps AURELLA identify and match your payment to your order.

Orders are processed once payment has been received and confirmed. You will receive an email notification when your payment has been marked as paid.

Use the Track Order page with your order number and the email address used when placing your order. Once tracking information is available, your order confirmation and shipping notification may also provide tracking details.

Delivery costs are calculated during checkout based on AURELLA's current shipping settings. Orders that meet the applicable free-delivery threshold qualify for free delivery.

Yes. Once your order has been marked as shipped, AURELLA will send you a shipping confirmation email. If tracking information has been added to your order, the email will include your tracking number and a tracking link.

If you need to change or cancel an order, please contact AURELLA as soon as possible. Changes or cancellations may not be possible once your order has been processed or shipped.

Please review AURELLA's Returns & Exchanges policy for the current requirements, eligibility and process before sending an item back.

Product availability is shown on the relevant product page. Some products or variants may be available for pre-order, while unavailable variants cannot be purchased until stock becomes available.

A pre-order allows you to purchase a product or variant before it is physically available in stock. Where applicable, the expected availability or estimated delivery information will be shown on the product page.

Check the sizing information provided on the relevant product page before placing your order. If you are unsure about a size or need additional product information, contact AURELLA before ordering.

Visit the Contact page to get in touch with AURELLA. We recommend including your order number when contacting us about an existing order so that we can assist you more efficiently.