1. Processing

All orders are processed Monday–Friday (excluding weekends and holidays). Because each piece is custom and made to order, processing typically takes 2–3 weeks. Tracking information will update once your order has completed production. We kindly ask that you allow the full processing timeframe before checking for updates. For any questions, please contact us at support@lelaaura.com.

 

2. Shipping

Once your order has finished processing, it will be shipped via trusted carriers such as DHL, USPS, or UPS, with delivery typically taking approximately 1.5 weeks (excluding weekends and holidays). We offer free standard shipping on all U.S. orders. If your package experiences delays after shipment, we recommend contacting the shipping carrier directly for the most accurate 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 store credit subtracting a $14 shipping & processing fee for reshipment of your next order.

For added protection, we recommend purchasing Route Shipping Insurance at checkout. In the rare event your package is lost, stolen or damaged during transit, this allows us to issue a refund or replacement. 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.