Can I change or cancel my order before it ships?
Exchanges and cancellations are not accepted.
Can I change or cancel my order after it has shipped?
Please note that we do not accept returns or exchanges except in the case of defective goods or failed deliveries.
In the rare event that a product arrives defective or your delivery fails, please contact us within 7 days of the package delivery and specify the reason for the return.
We will contact you shortly regarding the return address and shipping fees (paid by us). We apologize for the inconvenience.
Is there a cooling-off period?
“Cooling-off” is a system that applies to door-to-door sales.
Please note that it does not apply to online sales.
About Deliveries
Can I select a delivery company?
We use Sagawa Express for the delivery of our products.
Please understand in advance that it is not possible to select a different delivery company.
How much does shipping cost?
Please refer to the Shopping Guide regarding shipping costs. We will provide information about any limited-time free shipping offers.
How long will my products take to arrive after placing my order?
Generally, orders are shipped within 2 to 4 days after they are approved. A shipping completion e-mail will be sent when your order is shipped.
*Please understand in advance that orders may be delayed depending on the products or on weather conditions. After receiving your shipping completion e-mail, if 10 days have passed and your order has still not arrived, please contact Customer Support.
*Depending on your region, such as in the case of remote islands, shipping may take more than 5 days.
*We may contact you and cancel your order after it has been placed, such as in the case of a breach of the terms of service.
Can I specify the delivery date?
If you wish to receive a receipt, you can download it from My Page > Order History on the website.
I missed my delivery and the redelivery holding period has passed. I would like you to you to ship it again.
We are deeply sorry, but we do not offer reshipment of products.
We apologize for the inconvenience, but we ask that you order your desired products again.
About Orders and Services
Can I combine multiple orders into one?
It is not possible to combine multiple orders into one. Please understand this in advance.
Can you issue a receipt?
If you wish to receive a receipt, you can download it from My Page > Order History on the website.
About the Newsletter and Other E-mails
I’m not receiving newsletters or order completion e-mails.
Your newsletters and other e-mails may fail to be delivered due to your e-mail preferences, such as blocked or permitted e-mail addresses.
Please set your preferences in order to ensure you can receive e-mails from the following domain:
@auralee.jp
I want to cancel my newsletter subscription.
Cancellation for members: From the “Update Member Information” page under “My Page”, please uncheck the newsletter subscription checkbox.
After you register the changes, your newsletter cancellation will be complete.
Cancellation for non-members:
Please cancel your subscription here.
*Due to the nature of the newsletter system, it is possible that you will receive newsletters even after you cancel your subscription. Please understand in advance.
