Orders & Delivery
Do you offer Cash on Delivery?
Yes — every order on Aurrella is available Cash on Delivery. You pay when your parcel arrives, not before. No advance payment is ever required.
How long does delivery take?
Karachi, Lahore, and Islamabad: 2–3 business days. Other major cities: 3–4 days. Remote areas: 5–7 days. Orders are dispatched within 24 hours on business days.
Will I get a tracking number?
Yes. A WhatsApp tracking link is sent to your phone number on the day your order is dispatched. If you don't receive it, message us and we'll look it up immediately.
Can I change my order after placing it?
Contact us on WhatsApp as soon as possible. If your order hasn't been dispatched yet, we can update it. Once it's with the courier, changes are no longer possible.
Returns & Exchanges
What is your return policy?
We offer a 7-day return window from the date of delivery. Items must be unused, unwashed, and in original packaging with tags attached.
How do I start a return?
WhatsApp us at +92 300 0000000 with your order number and reason for return. We'll guide you through the process — it takes under 2 minutes.
When will I get my refund?
Refunds are processed as store credit or bank transfer within 5–7 business days of receiving the returned item.
My item arrived damaged — what do I do?
Send us a WhatsApp photo within 48 hours of delivery. We'll arrange a replacement or full refund at no cost to you.
Products
Are the products authentic?
Yes. Every product on Aurrella has been reviewed and selected by our team. We only list what we'd buy ourselves.
Are sizes true to size?
We include size guides on product pages. If you're unsure, WhatsApp us with your measurements and we'll recommend the right size.
Can I request a product that isn't listed?
Yes — message us. If it fits our curation criteria, we may be able to source it.
Account & Support
Do I need an account to order?
No account needed. You can place an order as a guest with just your name, phone number, and delivery address.
What are your support hours?
Our team is available 10am–8pm, 7 days a week on WhatsApp. We typically respond within 15 minutes during business hours.
Do you have a physical store?
Not yet — Aurrella is currently online only. All orders are placed through the website and delivered to your door.
Still have a question?
Our support team is online 10am–8pm, 7 days a week. We reply fast.