Welcome to AURÉN’s FAQ page — where we answer the most common questions about our products, orders, and policies.
If you can’t find what you’re looking for, please contact us at support@aurenstore.com — we’re always happy to help!

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👜 Product Information

1. What materials are AURÉN bags made from?
All of our handbags are crafted from premium vegan leather and high-quality canvas — materials chosen for their durability, softness, and elegant texture. We are proudly cruelty-free and committed to sustainable design.

2. How should I care for my bag?
We recommend gently wiping your bag with a soft, damp cloth. Avoid harsh chemicals, direct sunlight for long periods, or machine washing. Store your bag in its dust bag when not in use to keep its shape and color.

3. Are your bags waterproof?
Our bags are water-resistant, not fully waterproof. They can handle light rain or splashes, but we advise keeping them away from heavy moisture or soaking conditions.

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🚚 Orders & Shipping

4. How long does shipping take?
We process all orders within 1–2 business days.
Delivery typically takes 10–14 business days to the U.S., Canada, Australia, and Europe.
You’ll receive a tracking number once your order is shipped.

5. How much is shipping?
Shipping fees vary by destination and will be calculated at checkout. Occasionally, we offer free shipping promotions — be sure to check our homepage or subscribe to our newsletter.

6. Do you ship internationally?
Yes! We ship worldwide. Please note that customs fees or import taxes may apply depending on your country’s regulations.

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💳 Payments & Orders

7. What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment methods available at checkout.

8. Can I change or cancel my order?
We can only modify or cancel orders within 12 hours after purchase. Please contact us immediately at support@aurenstore.com if you need to make a change.

9. I entered the wrong address. What should I do?
Please email us as soon as possible. If your order hasn’t shipped yet, we’ll update your address.
If it has already been shipped, unfortunately, we can’t change the delivery details.

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💌 Returns & Refunds

10. What is your return policy?
We accept returns within 14 days of delivery for unused items in their original condition and packaging.
Please review our full Return & Refund Policy for details.

11. How long does it take to get my refund?
Once we receive and inspect your return, your refund will be issued within 5–10 business days to your original payment method.

12. What if my item is damaged or incorrect?
If you receive a defective or wrong item, please contact us within 7 days of receiving your package with photos of the issue.
We’ll send you a replacement or a full refund — no extra cost.

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💖 AURÉN Brand & Support

13. Where is AURÉN based?
AURÉN is a Canada-based fashion brand with global fulfillment partners, proudly serving customers in the U.S., Canada, Australia, and Europe.

14. How can I contact you?
You can reach us anytime at support@aurenstore.com — our team will respond within 24–48 hours (Mon–Fri).

15. Do you offer collaborations or wholesale?
Yes! We love to collaborate with creators, stylists, and boutiques. Please contact us via email with the subject line “Collaboration” or “Wholesale Inquiry.”

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Still have questions?
Reach out to us — we’re always here to help you carry your light beautifully. ✨AURÉN — Carry Your Light