FAQ
Frequently asked questions
Orders
How can I contact Aurenelo about my order?
Contact service@aurenelo.com and include your order number where available.
Can I update my order after placing it?
Contact us as soon as possible. Changes may not be possible after an order enters fulfillment or transit.
Shipping
How will I know when my order ships?
Shipping confirmation and tracking details are sent when available for your order.
Where can I find tracking information?
Please check your shipping-confirmation email. If you need help, contact our support team.
Returns
What should I do if my item arrives damaged?
Contact us promptly with your order number and clear photos of the item, packaging, and shipping label where relevant.
How do I request a return or refund?
Email service@aurenelo.com with your order details and the reason for your request.
Fragrance products
How should scented candles be used safely?
Always follow the product label. Keep candles on a stable, heat-resistant surface and away from children, pets, drafts, heat sources, and flammable materials. Never leave a burning candle unattended.
How should reed diffusers be used?
Place the diffuser on a stable surface, avoid spills, and follow the product label. Keep it away from children, pets, heat, and direct sunlight.
How can I adjust reed diffuser intensity?
Use fewer reeds for a softer scent or add reeds gradually for a stronger effect. Turn reeds only when appropriate for the product and after protecting the surrounding surface.
How should room sprays be used?
Use as directed on the product label. Avoid spraying toward the face, eyes, skin, open flames, or food, and test carefully around delicate surfaces.
How should fragrance products be stored?
Store them upright in a cool, dry place away from direct sunlight, heat, open flames, and the reach of children and pets.
Why can fragrance perception vary?
Scent can be experienced differently depending on a person, room size, airflow, surroundings, and individual preference.
Car diffusers
How should a car diffuser be used and stored?
Follow the product label and secure the diffuser to avoid spills or distraction while driving. Keep it upright when not in use and away from excessive heat.
Personal fragrance
Why can a fragrance smell different on different people?
Fragrance can develop differently with individual skin characteristics, environment, and personal perception. Avoid contact with eyes and discontinue use if irritation occurs.