How can we help?
Have a question about your miniature house, model building project, crafting supplies, an existing order, shipping, tracking, payment, return, or refund? Our aurlevian™ customer-support team is here to assist you.
service@aurlevian.com
1–2 Business Days
Questions About
an Existing Order
If you have questions regarding an existing order, please contact our customer-support team with your order details.
Please include:
- Order number
- Email address used during checkout
- Any relevant information regarding your request
Providing complete information helps our team locate your purchase and provide assistance more efficiently.
Problems With
Your Order
If your item arrives damaged, defective, incomplete, incorrect, or significantly different from the product description, please contact us as soon as possible.
To help us review your request, please provide:
- Your order number
- A clear description of the issue
- Relevant photos or videos showing the problem
- A photo of the shipping label and external packaging when applicable
After reviewing the information provided, our support team will work with you to determine an appropriate solution.
Minor variations may occur in miniature products due to handmade processes, materials, assembly methods, lighting, and individual craftsmanship. These natural differences are part of the character of creative products and are not necessarily considered defects.
Before Returning
an Item
Please contact our customer-support team before shipping any merchandise back to us.
Do not automatically send returns to our registered business address.
Once your return request has been reviewed and approved, our support team will provide the correct return instructions and destination.
Response Time
We aim to respond to customer inquiries within:
1–2 Business Days
Some requests involving shipping carriers, payment providers, fulfillment partners, or other service providers may require additional time for investigation.