Frequently Asked Questions
Find answers to common questions about shipping, orders, returns, and more. If you need further assistance, feel free to contact us!
Ordering
When will my order ship?
Orders are processed within 2–3 business days (Mon–Fri, excluding holidays) after successful payment. You’ll receive a shipping confirmation email with tracking once your parcel leaves our facility.
Can I modify or cancel my order after placing it?
To cancel your order, act fast. We can help if not shipped. If already shipped, do a return following our policy. Customer support is ready to assist.
I have a question about my order—who can I talk to?
Reach us at support@ceramicaura.com. We aim to reply within 1–2 business days.
Shipping
Where do you ship to?
We currently ship to the continental United States and the United Kingdom.
We do not ship to Hawaii, Alaska, U.S. Virgin Islands, Puerto Rico, Guam, American Samoa, Northern Mariana Islands, or other remote U.S. territories.
How long will delivery take?
- U.S. (continental): Transit 7–14 business days → Total ~9–17 days (processing + transit)
- U.K.: Transit 5–9 business days → Total ~7–12 days
(Transit starts once the carrier receives your package. Weather, customs, or peak seasons can extend these windows.)
How much does shipping cost?
- U.S.: Flat rate US$9.99; free shipping on orders over US$59 (subtotal after discounts)
- U.K.:£5.49; free shipping on orders over £49
Can I pick up my order in-store?
Sorry, we don’t offer in‑store pickup. All orders ship to the address provided at checkout.
What if I entered the wrong shipping address?
Double-check at checkout. If you spot an error after ordering, email support@ceramicaura.com immediately. If the parcel has shipped, we can’t reroute it, and additional costs may apply for reshipping returned packages.
Returns & Refunds
What is your return policy?
- Change of mind: Return within 30 calendar days of delivery—item must be unused, in original protective packaging. You cover return shipping.
- Transit damage/defect: Report within 3 calendar days with photos; we cover it and offer refund or replacement.
How do I start a return?
Email support@ceramicaura.com with subject “Return Request – Order #XXXX”. We’ll issue an RMA number and instructions. Unauthorized returns may be refused.
My item arrived damaged. What should I do?
Email us within 3 calendar days with:
- Order number
- 3–6 clear photos (damaged area, whole item, outer box, inner packing, shipping label)
We’ll arrange a (if stock is available). Usually you don’t need to return the damaged piece unless we request it.
How long does a refund take?
Once we receive and inspect the return (or approve a damage claim), refunds are issued in 2–4 business days. Your bank/card may take another 5–10 business days to post it.
Do you offer exchanges?
We don’t process direct exchanges. Return the item (if eligible) and place a new order.
Are custom or personalized items returnable?
No. Custom/personalized pieces and gift cards are final sale unless there’s a verified defect or transit damage.
