Contact information

Aurelix Contact Us Policy

Last Updated: 23/02/2025

At Aurelix, we value open communication and are committed to providing exceptional customer service. Our Contact Us Policy ensures that you can easily reach out to us for support, inquiries, or feedback. This policy outlines how you can contact us, what information you may need to provide, and how we will handle your communication.

1. How to Contact Us

You can reach our customer support team via the following channel:

  • Email: AurelixUK@gmail.com
  • Business Hours: 08:00 - 16:00

Please include as much relevant information as possible when reaching out to ensure we can assist you as quickly and efficiently as possible.

2. Types of Inquiries We Handle

We are happy to assist with a wide range of inquiries, including but not limited to:

  • Order status, tracking, and delivery questions
  • Product inquiries or recommendations
  • Shipping and return policies
  • Account management and account details
  • Feedback, concerns, or general questions about our products
  • Lost or damaged packages
  • Address changes or updates to your account

3. Response Times

We strive to respond to all inquiries as quickly as possible. Our typical response times are as follows:

  • Email Inquiries: 1-2 business days

Please note that during peak periods or holidays, response times may be slightly longer.

4. Information to Provide

To help us serve you better, please include the following details when contacting us:

  • Full name
  • Order number (if applicable)
  • Detailed description of your inquiry or issue
  • Contact information (email) for follow-up

Providing clear and complete information will help us resolve your issue as quickly as possible.

5. Customer Support Hours

Our customer support team is available during the following hours:

  • Monday to Friday: 8:00 - 16:00
  • Saturday and Sunday:  Closed

We are closed on public holidays but will respond to inquiries on the next business day.

6. Privacy & Confidentiality

We respect your privacy. All personal information you provide when contacting us will be kept confidential and used solely for the purpose of addressing your inquiry. We adhere to our Privacy Policy to protect your information.

7. Feedback & Suggestions

Your feedback is valuable to us! If you have any suggestions for improving our products or services, feel free to share them with us. We review all feedback carefully and continuously work on improving your experience with Aurelix.