FAQs
What is your order processing procedure?
- Ordering: once an order has been successfully placed through our website, you'll receive a confirmation email.
- Fulfilled: once we are ready to process your order, your order status will change to fulfilled. You'll receive an email with tracking info. This means we are now preparing your order.
- Shipping: You should see parcel moving. It is normal to see update gaps of 2-3 days.
- Delivery completed: you received your order.
Total estimated timeframe from placing an order to receiving the item is around 10-18 business days. For example, if you placed an order on January 1, you should expect to receive the order at around January 15 to 25. It is normal if an order is being delivered to you 3-5 days longer than the expected timeframe as shipping logistics worldwide are still impacted.
Why hasn’t my tracking updated in a couple days?
Having an order changed to from ordered to fulfilled status simply mean we are starting to prepare your order now. Therefore, it is normal to see no movement after your order changed to fulfilled status. Sometimes this can take up to 3-7 business days. This is because our workshop and warehouse are preparing your order and it will take some time for us to coordinate and pack. Please see our processing flow chart.
If there is no movement for more than 7 business days or if you are concerned, please contact us.
All orders are tracked and we will provide you with tracking information once we are ready to prepare your order. You should receive two emails from us. One at the time of ordering and one at the time when we fulfilled your order with tracking number. Please check your spam inbox if you didn’t get these notification from us.
Will there be any delays in shipping due to COVID?
We are working hard to ensure orders are processed and delivered without unnecessary delays. However, due to COVID and other uncontrollable factors, it’s possible that some shipments may be delayed.
What if the item I want is sold out? How does pre-order works?
Our items can sell out very fast. We may or may not take preorders depending on the volume of our workshop and how many workers we have at the time. If we do open up for pre-order, it is best to place a pre-order as this will ensure you get the products before they’re sold out again. We do prioritize pre-orders once we get our inventory back in order.
What is your return and exchange policy?
We want you to be happy with your purchase! If you are not completely satisfied with your order or have changed your mind, we can offer a one time exchange for another product by issuing store credit.
All items must be returned in unused condition and original packaging within 5 days of receipt. There is no restocking fee. Shipping fee of $16.95 will be deducted from the total refund regardless if that was charged to the invoice at the time of purchase. You will be responsible for return costs. Please contact us to initiate an exchange.
Please note that all returns and refunds are assessed on a case by case basis and is at the full discerption of AiMeré Luxury Collection.
What is your warranty policy?
We stand behind the quality of our products and we are confident that our products are well made. As these are items that will have wear and tear from regular use, our warranty policy is limited to 30 days.
Order status showed delivered but I didn't get my parcel, what can be done?
Contact us right away. Letting us know early so we can both work together in resolving the issue.
In the meantime, you can check the following:
- Did the parcel deliver to your community mailbox instead of your front porch?
- Did you input the correct address at the time of ordering?
- Was there a pickup slip left at your door for pick up at your nearest postal office?
- Check the tracking info to ensure the status is delivered and not in transit still.