FAQ Page GEM– Aurora Amsterdam

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Frequently Asked Questions

This Privacy Policy describes how we collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

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Last updated: October 2024

Shipping and Delivery

Do you ship internationally?

Yes, we offer shipping to all countries within the European Union. Regardless of where you are located within the EU, we provide free shipping on every order. This ensures that our customers receive the same service no matter where they are. For now, we do not ship outside of the EU, but we are continually expanding our logistics network, so please stay tuned for future updates if you live outside this region.

How long does delivery take?

Our typical delivery times range between 3 to 8 business days from the date of shipment. This estimate varies depending on your specific location within the European Union. Once your order is processed (within 24 hours of placing it), we will send you a confirmation email that includes a tracking number. Please note that external factors like customs delays or logistical issues may occasionally extend the estimated delivery time.

Can I track my order?

Yes, absolutely! After your order has been shipped, you will receive an email containing a tracking number. You can use this number to monitor the progress of your shipment in real time. Simply click on the tracking link provided, and you’ll be directed to the courier’s tracking page, where you can check the current location of your package and estimated delivery time.

What should I do if my order is delayed?

While we aim to deliver all orders within the estimated time frame, external factors like customs delays or courier issues can occasionally cause delays. If your order is taking longer than expected, we recommend first checking the tracking information provided via email. If you’re still experiencing issues, please contact our customer service team, and we will investigate the matter further to provide an update or resolution.

Is it possible to add extra shipping protection to my order?

Yes, you can select additional shipping protection for just €3.99 during checkout. This option safeguards your order against damage, loss, or theft during shipping, giving you peace of mind with your purchase. If anything happens to your order during transit, you will be covered, ensuring that you receive either a replacement or a refund.

Orders and Payment

What payment methods do you accept?

We strive to make your shopping experience as convenient as possible, which is why we offer multiple payment options. You can pay using credit cards such as Visa and MasterCard, as well as through PayPal for added security and ease. Additionally, we may offer region-specific payment systems like iDEAL or Klarna, depending on your location. During checkout, all available payment methods for your region will be listed.

Can I modify or cancel my order?

Yes, we understand that circumstances can change. If you need to modify or cancel your order, contact our customer service team as soon as possible after placing the order. We will do our best to accommodate changes or cancellations before the order is processed and shipped. Please note that once an order has been dispatched, it can no longer be modified or canceled, and you may need to go through the return process.

What security measures do you have in place for payments?

We take your security seriously. All payments made through our website are processed using secure, encrypted payment gateways to protect your personal and payment information. We do not store credit card details, and our website complies with industry-standard security protocols, including SSL encryption, to ensure that your data is safe during transactions. For more details, please read our Privacy Policy.

Returns and Refunds

What should I do if I receive a defective item?

If you receive a product that is defective or not as described, we want to make it right as soon as possible. Please contact our customer service team via email at info@aurora-lux.com and provide photo or video evidence of the issue, along with your order number. We will guide you through the return or replacement process, ensuring that any defective products are either replaced or refunded at no additional cost to you.

How are refunds processed?

Once we receive your returned product and inspect it, we’ll begin the refund process. If the product is found to be in unused condition and returned in its original packaging, we will issue your refund using the same payment method you used for the original purchase. The refund will typically appear in your account within 5-10 business days, depending on your bank or payment provider. We’ll notify you once the refund is processed.

Products and Services

Do you offer bulk purchase discounts?

Yes, we provide discounts for bulk purchases, making it easier for businesses, interior designers, or event planners to outfit larger spaces. If you’re interested in purchasing multiple units, please contact us directly at info@aurora-lux.com with the details of your order, and we’ll create a personalized discount offer for you.

What are the benefits of smart lighting?

Smart lighting offers a range of benefits beyond basic illumination. With features like remote control, voice commands, and customizable lighting settings, you can create the perfect ambiance for any occasion. Smart lamps also promote energy efficiency by allowing you to control the light output precisely and schedule lights to turn off when not in use. This not only enhances comfort but can also reduce your electricity bills.

Customer Service

How can I contact customer service?

Our customer service team is here to assist you with any inquiries or issues. You can reach us by emailing info@aurora-lux.com. We aim to respond to all inquiries within 24 hours. Whether you have questions about a product, need help with an order, or want to initiate a return, our team is ready to assist.