Frequently Asked Questions (FAQ)
Welcome to the Aezulia FAQ page! Here you’ll find answers to some of the most common questions we receive from our customers. If you can’t find the information you’re looking for, feel free to contact us directly.
1. What payment methods do you accept?
At Aezulia, we currently accept the following payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Shop Pay
All transactions are secure and processed through trusted payment gateways.
2. What is your shipping policy?
- Order Cutoff Time: 5:00 PM (Greenwich Mean Time, GMT)
- Order Handling Time: 1-2 Business Days (Monday – Friday)
- Delivery Time: Typically 4-5 Business Days (Monday – Friday)
- Shipping Carrier: We use trusted carriers, including La Poste, UPS, and DHL, to ensure timely delivery.
- Shipping Locations: We ship to the United Kingdom and internationally. Certain restrictions may apply for specific countries or regions.
- Shipping Costs: We offer free shipping for orders within the United Kingdom. For international orders, shipping costs will be calculated at checkout.
3. How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information. You can track your package directly through the carrier’s website using the provided tracking number or through our Track Your Order page on the website.
4. What should I do if my package is lost?
If your package is marked as delivered but you have not received it, please:
- Verify the shipping address.
- Check all possible delivery locations (e.g., neighbors, doorman, etc.).
- Contact the carrier with your tracking number for further assistance.
If the package is declared lost, please email us at aezulia23@gmail.com with your order number, and we will assist you with a replacement or refund.
5. How long will it take to receive my order?
- Order Handling Time: 1-2 Business Days (Monday – Friday)
- Delivery Time: Typically 4-5 Business Days (Monday – Friday)
You can expect your order to arrive within 4-5 business days after shipment. Once your order is on its way, we will send you a tracking number.
6. Do you ship internationally?
Yes, Aezulia ships internationally. Shipping costs and delivery times will vary depending on the destination. Please check the shipping options during checkout for your specific location.
7. What do I do if I received a defective or incorrect item?
If you received a defective, damaged, or incorrect item, please contact us within 7 days of delivery. We will either issue a replacement or a full refund. Please include a photo of the item when contacting us at aezulia23@gmail.com.
8. Can I return a product?
Yes, we offer easy returns within 30 days of delivery. The product must be in new, unopened condition and in its original packaging. Please contact our customer support team at aezulia23@gmail.com to initiate the return process.
9. Who pays for return shipping?
Return shipping is the customer’s responsibility unless the return is due to an error on our part (e.g., defective or incorrect item).
10. How long does it take to process a refund?
Once we receive and verify your return, we will process your refund within 10 business days using the same payment method you used for your purchase.
11. What should I do if I haven’t received my tracking number yet?
Orders are generally shipped within 1-2 business days. After your order ships, tracking numbers may take 1-2 business days to be sent out. Please check your spam or junk folder for the confirmation email if it has been longer than expected.
12. Why is my UPS tracking number showing as invalid?
Sometimes, a UPS tracking number might show as invalid before the package has been scanned into the system. Try checking the tracking status after a few hours or the next business day. You can track your UPS package directly here.
13. Can I modify or cancel my order?
Orders can only be modified or canceled within 24 hours of placement, as long as they have not yet been processed or shipped. Please contact us at aezulia23@gmail.com or call us at +44 333 882 1102 for assistance.
14. How do you handle customer privacy?
We respect your privacy and are committed to protecting your personal information. For more details on how your personal data is collected, used, and safeguarded, please refer to our Privacy Policy.
15. How can I contact customer support?
For any inquiries or assistance, you can reach our customer support team:
- Email: aezulia23@gmail.com
- Phone: +44 333 882 1102
Operating Hours:
Monday to Friday | 9:00 AM – 6:00 PM (GMT)
Saturday – Sunday: Closed
If you have any other questions, feel free to reach out! We’re here to help and ensure your shopping experience with Aezulia is as smooth as possible.