FAQ
ORDERING
What methods of payment do you accept?
We accept MasterCard, American Express and Visa, Discover, Paypal, Amazon Pay, Apple Pay,Google Pay.
When will my order be shipped?
Our Aelyseé jewelry typically ships within 3 business days from our warehouse (Monday to Friday, excluding weekends and holidays). However, during promotions, product launches, or holidays, it may take up to 5 business days for your order to ship.
After your order is shipped, you'll receive a confirmation email along with a tracking
Why is my order unfulfilled?
This just means your order is being processed and has not been shipped yet. Once your order ships, it will be marked as 'Fulfilled' and you will receive an email confirmation with your tracking number.
My order has shipped, when will it arrive?
The waiting game is always tough but our dear friends at Aelyseé work swiftly to ensure you receive your Aelyseé jewelry as soon as possible!
The arrival times may vary for different countries; please refer to our shipping policy for specific details.
Where do you ship from?
We ship from Hong Kong.
Can I modify an order after I've placed it?
If your order hasn't been shipped yet, we can assist you in modifying or canceling it. Please note that canceling an unshipped order may incur cancellation fees. Once the order has been shipped, modifications or cancellations are no longer possible.
Do you offer gift wrap?
All orders come with exclusive Aelyseé gift box packaging.
SHIPPING
Do you offer worldwide shipping?
We ship almost everywhere in the world! Some countries might be excluded or require a business or a tax ID to ship to; don’t worry, we will contact you if there are any of these issues with your shipment.
Refer to our shipping policy for the delivery times to different countries.
Will I be charged duty/tax fees ?
We assume 100% responsibility for all duties, taxes, and/or Value Added Tax (VAT) imposed by different countries during international shipping. Therefore, even if you incur any taxes, you can contact us for a refund of these charges.
POSSIBLE DELAYS
When the parcel reaches the destination country, it may be subject to customs delays due to standard clearance procedures of the receiving country. This is beyond the control of Aelyseé and any original shipping time estimates.
REFUSED SHIPMENTS
If you refuse a shipment from Aelyseé, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to us.
RETURNS
What is your return policy?
We completely understand that everyone, at some point, adds too many items to their cart or changes their mind about the lovely colors after placing an order, and that's totally okay! We just want you to love our products as much as we do!
If, for any reason, you're not entirely satisfied with your Aelyseé purchase, we'd be happy to accept returns within 30 days of receipt, and refund your original payment method, excluding shipping and fees.
Returned products must be in new condition. Aelyseé monitors misuse of return activities and reserves the right to restrict returns or exchanges in any case. All returns are subject to verification and approval by Aelyseé.
How do I submit a return request?
When you've decided to initiate a return, please send your return request to service@aelysee.com.
A representative will respond within 3-4 business days. Upon approval, please return the items to the address we provide. Please note that for international orders, the return shipping cost will be your responsibility.
When will I receive my refund?
From the day your return parcel is delivered to our warehouse, it takes 12-14 business days for returns to process. Once processed, you will be sent a confirmation notice on the return.