1. Processing

All orders are processed between Monday-Friday excluding holidays. Due to getting your custom and made-to-order items crafted perfectly for you, processing takes approximately 7-20 business days. Please wait until the last scheduled business day to see your tracking updated. For questions, please reach us at support@lelaaura.com.

 

2. Shipping

All orders are ship with multiple carriers including DHL, USPS & UPS which takes 7-15 business days to arrive after processing. We provide free shipping on all domestic orders. For custom items we occasionally have shipping timers on our product pages, please note that these are estimated delivery timeframes and not certain. Lela Aura is not responsible for any shipping delays once your order leaves our warehouse and cannot grant refunds because of this. We recommend contacting the designated shipping carrier for updates. 

We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon request, we will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for you to investigate. Lela Aura can only ship to the valid address you entered at checkout, we are not liable if this information is entered in wrong on your end. Please double check your order details before finalizing your purchase.

If your order is sent back to us under any circumstance including but not limited to an insufficient address, etc. we will issue you a credit subtracting a $14 shipping & processing fee for reshipment of your next order. If you prefer to have your order reshipped to an updated address, a reshipment fee of $14 will be charged to cover the shipping cost.

We always recommend purchasing our Route shipping insurance at checkout so that we can refund or replace your order in the event that it is lost, stolen or damaged. Route shipping insurance fees are non-refundable. Customers that do not purchase shipping insurance at checkout must file a claim with the carrier to receive compensation in the event of a lost or stolen package as it is the fault of them. 

3. Concerns Regarding Processing & Shipping Timeframes and Payment Issues

In rare cases where a payment issue or chargeback is initiated during the processing or shipping period, Lela Aura reserves the right to restrict or block a customer's access to our website indefinitely. We strive to maintain transparency on these timeframes by explicitly outlining this on our website to avoid any confusion.

Please note that initiating a chargeback during the processing period will cause delays in fulfilling your order.

We encourage you to reach out to us directly at support@lelaaura.com with any concerns regarding your order before filing a chargeback. This allows us to assist you promptly and provide any information you may need to address your concerns.