Shipping policy
1. ORDER CONFIRMATION
After placing your order you will receive a confirmation email detailing the ordered items and your shipping information. Please double-check these (country, street number, company name, unit…), and contact us promptly in case of mistake. If you didn't receive the confirmation email within 24 hours, please check your spam folder before contacting us.
2. ORDER PROCESSING
Once an order has been successfully placed, it enters our order processing workflow.
During this stage, AUVERON verifies the order information, prepares the order for fulfillment, and coordinates shipment with our fulfillment partners.
Processing time is separate from shipping time.
Estimated delivery dates shown on the website represent estimates only and should not be interpreted as guaranteed delivery dates unless expressly stated otherwise.
2.1 Order Verification
To protect both our customers and AUVERON, certain orders may require additional verification before shipment.
Where verification is required, AUVERON may contact the customer to confirm information relating to the order.
Failure to respond within a reasonable period may delay shipment or, where appropriate, result in cancellation of the order.
2.2 Fulfillment
Once an order enters fulfillment, preparation for shipment begins.
Because fulfillment activities may begin shortly after an order is placed, modification or cancellation may no longer be possible once fulfillment has commenced.
3. SHIPPING INFORMATION
Customers are responsible for providing a complete and accurate shipping address at checkout.
AUVERON is not responsible for delays or delivery issues resulting from incorrect, incomplete, or outdated shipping information provided by the customer.
Customers should carefully review their shipping details before completing checkout.
3.1 Address Changes
If a customer notices an address error after placing an order, they should contact AUVERON immediately.
While AUVERON will make reasonable efforts to update shipping information before shipment, address changes cannot be guaranteed once fulfillment has begun.
4. SHIPPING TIMES
Shipping and delivery estimates are provided for general guidance only.
Actual delivery times may vary depending upon factors including, but not limited to:
- Destination country;
- Customs processing;
- Carrier operations;
- Weather conditions;
- Transportation disruptions;
- Public holidays;
- Local delivery conditions.
Delays outside AUVERON's reasonable control do not necessarily indicate that an order has been lost.
4.1 Delivery Information
Express delivery areas: Global
Shipping logistics providers: DHL, UPS, EMS and YunExpress, Yanwen
We try our best to process all orders within 1-2 business days of receipt, but it can take longer during peak periods (holiday seasons, big sales, etc...) and recent changes in A.U. tariff policies.
You'll receive a notification email with a tracking number once your order has shipped out.
|
AU
|
Standard |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
| US |
Standard
Shipping |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
|
CA
|
Standard
Shipping |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
|
UK
|
Standard
Shipping |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
|
EU
|
Standard
Shipping |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
|
JP
|
Standard
Shipping |
Within 5-8 business days | $7.99 USD | Free on orders over $70 USD |
Delivery can take longer during peak periods or if your parcel is being checked by customs. It may be delayed for 5 business days for any special situations. While we do all we can to ensure your order is delivered on time, we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control.
5. TRACKING INFORMATION
Where tracking is available, AUVERON will provide tracking information after the shipment has been dispatched.
Tracking updates are generated by the shipping carrier.
AUVERON cannot control the frequency or timing of tracking updates once a shipment has entered the carrier's network.
Temporary pauses in tracking updates may occur during transportation and do not necessarily indicate a delivery problem.
After your order has been successfully placed, you will receive an Order Acknowledgement email to confirm your order details. Once your item ships, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped. You can track your items on the carrier's official website after 1-2 business days.
Once they arrive in your country, your local postal services take over. This means you'll be able to track your parcel on your local postal services' website with the same tracking number. If the tracking shows that the parcel couldn't be delivered for any reason, please contact your local post office first, to have further details. Since they are handling your parcel, they would be able to give you information that we don't have.
If you have any trouble tracking your parcel, please email support@auveronbelle.com. We’d be happy to help you out!
Please note that tracking is active during 30 days so we won't be able to do anything to help you if you contact us after this period.
6. DELIVERED ORDERS
An order is considered delivered when the shipping carrier records successful delivery to the shipping address provided during checkout.
If a customer believes a delivered order has not been received, they should contact AUVERON as soon as reasonably possible.
AUVERON may request information reasonably necessary to investigate the situation.
7. RETURNED TO SENDER
Shipments may occasionally be returned by the carrier.
Examples include:
- Incomplete delivery address;
- Incorrect address information;
- Unsuccessful delivery attempts;
- Unclaimed packages;
- Refusal of delivery.
If a shipment is returned to AUVERON or our fulfillment partner, AUVERON will review the circumstances and discuss the available options with the customer.
Additional shipping charges may apply where the return resulted from customer-provided address information or unsuccessful delivery circumstances not caused by AUVERON.
8. LOST SHIPMENTS
Where a shipment appears to have been lost during transit, AUVERON will work with the relevant shipping carrier to investigate the shipment.
Customers may be asked to provide information reasonably necessary to assist with the investigation.
Any resolution will depend upon the outcome of the carrier's investigation together with the information available at the time of review.
9. SHIPPING DAMAGE
If a shipment arrives visibly damaged, customers are encouraged to:
- Retain the original packaging;
- Photograph the external packaging;
- Photograph the product;
- Contact AUVERON promptly.
Providing this information helps AUVERON review the situation efficiently and determine the most appropriate resolution.
10. MULTIPLE SHIPMENTS
Where an order contains multiple products, AUVERON may ship items separately when operationally necessary.
Separate shipments do not indicate that any remaining items have been cancelled.
Customers will receive available tracking information for each shipment where applicable.
11. SHIPPING COMMUNICATION
AUVERON aims to keep customers informed throughout the shipping process whenever reasonably possible.
Customers are encouraged to monitor both their email inbox and spam folder for shipping updates, requests for additional information, or other order-related communications.
Prompt responses to shipping-related inquiries help minimize unnecessary delays and assist AUVERON in providing efficient customer support.
12. SHIPPING STANDARDS PRINCIPLE
Every shipment is prepared with the objective of delivering the correct product to the correct customer in the most reliable manner reasonably available.
While circumstances beyond AUVERON's control may occasionally affect delivery times, AUVERON remains committed to communicating transparently, assisting customers throughout the shipping process, and working in good faith to resolve verified shipping-related issues in accordance with this policy.
13. REQUESTING AN ORDER CANCELLATION
Customers who wish to cancel an order should contact AUVERON as soon as possible after placing the order.
Cancellation requests should include:
- Order Number;
- Full Name used for the order;
- Email address used during checkout.
Submitting a cancellation request does not automatically confirm that the order has been cancelled.
13.1 Before Fulfillment Begins
If an order has not yet entered the fulfillment process, AUVERON will make reasonable efforts to cancel the order upon request.
If cancellation is successfully completed before fulfillment begins, the customer will be notified by email.
13.2 After Fulfillment Has Begun
Once fulfillment activities have started, cancellation may no longer be possible.
This is because inventory allocation, packing, shipping preparation, and carrier booking may already be underway.
If cancellation cannot be completed at this stage, the order will continue through the normal fulfillment process.
13.3 After Shipment
Once an order has been shipped, it can no longer be cancelled.
Any concerns following shipment will be reviewed under the applicable provisions of this policy.
14. CHANGES TO AN ORDER
Customers should carefully review all order information before completing checkout.
This includes:
- Shipping address;
- Product selection;
- Product variation;
- Quantity;
- Contact email.
14.1 Shipping Address Changes
Customers should notify AUVERON immediately if an address correction is required.
Although AUVERON will make reasonable efforts to update shipping information before shipment, address modifications cannot be guaranteed after fulfillment has commenced.
14.2 Product Changes
Requests to change products, colors, variations, or quantities are treated in the same manner as cancellation requests.
If fulfillment has not yet begun, AUVERON will make reasonable efforts to accommodate the request.
If fulfillment has already commenced, requested changes may no longer be possible.
15. COMMUNICATION PRINCIPLES
Every customer interaction is guided by the following principles.
Professionalism
Customers will always be treated respectfully and courteously.
Consistency
Similar situations will be reviewed using the same standards regardless of the order value, purchase history, or communication channel.
Accuracy
Customer Support will make reasonable efforts to provide accurate information based on the facts available at the time of review.
Transparency
Where reasonably possible, decisions will be explained clearly so customers understand how a request has been evaluated.
Timeliness
AUVERON aims to respond to customer inquiries as promptly as reasonably possible during normal business operations.
Response times may vary during periods of unusually high inquiry volume, public holidays, or circumstances outside AUVERON's reasonable control.
16. SUPPORT REQUESTS
To assist with efficient handling of customer inquiries, customers are encouraged to include:
- Order Number;
- Full Name;
- Email Address used during checkout;
- Description of the request;
- Supporting photographs or videos where applicable.
Providing complete information at the beginning of the conversation helps reduce unnecessary delays and allows requests to be reviewed more efficiently.
17. REVIEW OF CUSTOMER REQUESTS
Every request is reviewed individually.
Customer Support may request additional information where reasonably necessary to understand or verify the reported issue.
Where additional information is requested, customers are encouraged to respond within a reasonable time to help avoid unnecessary delays.
18. RESOLUTION STANDARDS
Once sufficient information has been received, AUVERON will determine the most appropriate resolution in accordance with this policy.
Depending upon the verified circumstances, a resolution may include:
- Providing additional information;
- Providing product guidance;
- Confirming that the order was fulfilled correctly;
- Replacement;
- Refund;
- Another appropriate resolution consistent with the applicable policy.
19. CUSTOMER EXPERIENCE COMMITMENT
Every customer interaction provides an opportunity to strengthen trust.
While not every request may qualify for a return, replacement, or refund, every request will be reviewed carefully, respectfully, and consistently.
AUVERON remains committed to providing transparent communication, fair review procedures, and professional customer support throughout.
PLEASE NOTE
- When encountering force majeure, the processing of orders will be delayed. Nevertheless, it is ensured that your order will be processed in a fast manner when weather permits.
- Your order will be sent to the address indicated at checkout. Any package returned to us due to an incorrect or incomplete address will be re-shipped at your expense.
- You have to pay your own shipping fee for the returned product if it's not the problem of the quality.
