Shipping Policy

Last updated: August 6, 2026

This Shipping Policy applies to orders placed through the online store operated by Aurex Brands Limited, trading as Aurex.

At Aurex, every order is carefully prepared, inspected, packaged, and processed before shipment. Where a product requires personalization or additional preparation, extra processing time may be required.

Processing and Delivery Time

Our estimated total delivery time is usually 5–10 business days from the date your order is placed.

This estimated timeframe includes order processing, product preparation, quality inspection, packaging, and shipping.

Business days generally exclude Saturdays, Sundays, and public holidays.

Delivery times are estimates only and may vary depending on:

• The delivery destination;
• Product availability or personalization requirements;
• The selected shipping method;
• The shipping carrier;
• Customs inspections or import procedures;
• Public holidays or peak shopping periods;
• Weather conditions; or
• Other circumstances outside our reasonable control.

Unless we expressly confirm a guaranteed delivery date in writing, estimated delivery dates are not guaranteed.

Order Processing

Orders are processed after payment has been successfully authorized.

We may require additional time to process orders containing personalized, customized, made-to-order, or high-demand products.

Orders placed during weekends, public holidays, promotional events, or periods of high demand may begin processing on the next available business day.

Shipping Costs

We offer free standard shipping on orders over €50.

For orders with a total value below €50, the applicable shipping cost will be calculated and displayed at checkout before you complete your purchase.

Any available express, priority, or alternative shipping methods and their corresponding fees will also be displayed at checkout.

Shipping costs may vary depending on the destination, package weight, package size, order value, and selected delivery method.

Shipping Destinations

We currently ship to the countries and regions available for selection during checkout.

If your country or region cannot be selected at checkout, we are currently unable to ship to that destination.

We reserve the right to restrict shipping to certain countries, regions, addresses, or destinations where required by law, carrier restrictions, customs regulations, security concerns, or operational limitations.

Shipping Confirmation and Tracking

Once your order has been shipped, we will send a shipping confirmation to the email address provided with your order.

Where tracking is available, your shipping confirmation will include a tracking number or a link that allows you to follow the delivery status of your package.

Please allow up to 48 hours after receiving your shipping confirmation for tracking information to become active or update in the carrier's system.

Some shipping services or destinations may not provide complete door-to-door tracking.

Customs, Duties, and Import Taxes

International orders may be subject to customs inspections, import duties, local taxes, brokerage fees, handling charges, or other fees imposed by the destination country.

Unless expressly stated at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the customer.

Aurex Brands Limited does not control these charges and cannot predict their amount. Customs requirements and import regulations vary between countries.

Customers are responsible for ensuring that ordered products may legally be imported into their delivery country.

Customs processing may delay delivery beyond the estimated timeframe.

Correct Shipping Information

You are responsible for providing a complete, accurate, and deliverable shipping address when placing your order.

Please carefully review the following information before submitting your order:

• Recipient's full name;
• Street name and building number;
• Apartment, unit, floor, or room number, where applicable;
• City and region;
• Postal or ZIP code;
• Country;
• Telephone number; and
• Email address.

We are not responsible for delays, failed deliveries, or additional carrier charges caused by incorrect, incomplete, or outdated shipping information provided by the customer.

If you notice an error in your shipping address, contact us immediately at support@aurex-jewels.com.

We cannot guarantee that an address can be changed after an order has entered processing or has been transferred to the shipping carrier.

Failed Delivery and Returned Packages

A package may be returned to us if:

• The delivery address is incorrect or incomplete;
• The recipient is unavailable;
• The package is not collected from the carrier or collection point;
• The recipient refuses delivery;
• Required customs duties or import charges are not paid; or
• The carrier is unable to complete delivery.

If a package is returned because of information or circumstances attributable to the customer, additional shipping costs may apply before the order can be sent again.

Where a refund is requested for a returned package, original shipping costs and any return shipping charges may be deducted from the refund to the extent permitted by applicable law.

Delivery Delays

We make reasonable efforts to deliver orders within the estimated timeframe. However, delays may occasionally occur due to:

• High order volumes;
• Carrier disruptions;
• Customs processing;
• Public holidays;
• Weather events;
• Transportation disruptions;
• Incorrect address information; or
• Other circumstances outside our reasonable control.

If your order has not arrived within the expected delivery timeframe, please first review the tracking information provided in your shipping confirmation.

If the tracking information has not updated for an extended period or your package appears to be delayed, contact us at support@aurex-jewels.com.

Please include your full name and order number so that we can investigate the shipment.

Lost Packages

If tracking indicates that your package has been lost in transit, please contact us as soon as possible.

We may contact the carrier and initiate an investigation before offering a replacement, refund, or other resolution.

Carrier investigations may require additional processing time.

We are not responsible for packages lost after confirmed delivery to the address supplied by the customer, unless otherwise required by applicable law.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

• Check the delivery location and surrounding area;
• Ask household members, neighbors, reception staff, or building management;
• Review any delivery photographs or carrier notifications; and
• Contact the shipping carrier for further delivery information.

If the package still cannot be located, contact us at support@aurex-jewels.com.

Damaged Packages

Please inspect your package and products promptly after delivery.

If your order arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible, preferably within 48 hours of delivery, at support@aurex-jewels.com.

Please include:

• Your order number;
• A description of the issue;
• Clear photographs or videos of the product;
• Photographs of the outer shipping package; and
• Photographs of the shipping label.

The preferred 48-hour notification period does not limit any mandatory consumer rights available under applicable law.

Order Changes and Cancellations

To request a change or cancellation, contact us as soon as possible at support@aurex-jewels.com.

We cannot guarantee that an order can be changed or cancelled after it has entered processing, been prepared, personalized, or been transferred to the shipping carrier.

If your order has already shipped, you may request a return after receiving it in accordance with our Return & Refund Policy.

Risk of Loss

Subject to applicable consumer protection law, risk of loss or damage generally transfers to you when you, or a person designated by you other than the carrier, receives physical possession of the products.

If you independently appoint a carrier that was not offered or arranged by us, risk may transfer when the order is handed to that carrier, to the extent permitted by applicable law.

Contact Information

For questions concerning shipping, delivery, tracking, customs, or delayed orders, please contact:

Trading name: Aurex
Legal company name: Aurex Brands Limited
Email: support@aurex-jewels.com
Telephone: +852 6956 3765
Registered business address:
Unit 05, 12/F, The Cloud
No. 111 Tung Chau Street
Tai Kok Tsui
Hong Kong
Business Registration Number: 80962989
Business Registration Certificate No.: 80962989-000-08-26-4