📦 Orders & Shipping

Which countries do you ship to?

We currently ship to:
🇺🇸 United States
🇨🇦 Canada
🇦🇺 Australia

We do not ship to other countries at the moment.

How long does shipping take?

Delivery times depend on your location:

• USA: 4–7 business days

• Canada: 7–12 business days

• Australia: 7–15 business days

(Processing time: 1–3 business days before shipment.)

Is shipping free?

Yes! We offer Free Shipping to all supported countries.

Do I receive a tracking number?

Absolutely.
Once your order is shipped, you will receive an email with a tracking number.
Tracking updates may take 24–48 hours to appear.

Where does my order ship from?

Most orders ship from our USA warehouse.
If the item is temporarily out of stock in the USA warehouse, it may ship from our backup fulfillment center in China, as stated in the supplier policy.

The product quality and packaging remain the same.

My order is delayed — what should I do?

Shipping delays may occur due to:

• Holidays

• Customs processing

• Weather conditions

• High order volume

If your order hasn’t arrived after the maximum shipping time, contact us at:
📩 Aureliqlab@proton.me

We’re happy to help.

🛒 Orders & Payments

Can I change or cancel my order?

Orders can only be changed or canceled before they are processed (within 1–3 business days).
Please contact us immediately if you need to make a change.

Once shipped, we cannot cancel or modify the order.

I entered the wrong address. What should I do?

Contact us as soon as possible.
If your order has not been shipped yet, we can update the address.

If it has already shipped, we cannot change the address, and we are not responsible for failed deliveries due to incorrect information.

What payment methods do you accept?

We accept:
✔ Credit Cards
✔ PayPal
✔ Shopify Payments

Your payment information is securely processed.

🔄 Returns & Refunds

What is your return policy?

You may return unopened, unused items within 15 days of delivery.

Items must be:

• Unused

• Unopened

• In original packaging

• In perfect condition

Returns for used beauty products are not accepted for hygiene reasons.

How do I start a return?

Simply contact us at:
📩 Aureliqlab@proton.me

Include your:

• Order number

• Reason for return

• Photos if needed

We will guide you through the next steps.

Do customers pay return shipping?

Yes.
Return shipping costs are the customer's responsibility unless:

• The item arrived damaged

• The item was defective

• The wrong item was received

In these cases, we cover the cost.

What items cannot be returned?

We cannot accept returns for:

• Opened or used items

• Personalized or special-order products

• Final sale items

• Items damaged due to normal wear or misuse

This follows hygiene standards and supplier requirements.

When will I receive my refund?

Once your return is received and inspected, we will notify you.
Approved refunds are issued to your original payment method.

Refund processing time: 5–10 business days.

📨 Support & Contact

How can I contact customer service?

You can reach us at any time:
📩 Aureliqlab@proton.me

We typically respond within 24 hours.

Do you offer live chat?

Currently, we provide support via email only.

✨ Hair Mask Results & Product FAQ

🌟 How does the Ultra-Glow Collagen Hair Mask work?

Our formula combines collagen, keratin, biotin, argan oil, and coconut oil to deeply nourish the hair shaft from the inside out.
It helps repair dryness, smooth frizz, strengthen damaged strands, and restore shine and softness — without weighing your hair down.

🌟 When will I see results?

Most customers notice:
✔ Softer hair after the first use
✔ Visible shine within 3–7 days
✔ Reduced frizz and easier styling after consistent use
✔ Healthier, smoother-looking ends after 2–3 weeks

Results may vary depending on your hair’s condition before use.

🌟 Is it safe for colored, bleached, or chemically-treated hair?

Yes! The mask is safe for:
✔ Color-treated hair
✔ Bleached hair
✔ Keratin-treated hair
✔ Heat-damaged or dry hair

It helps restore moisture and reduce breakage caused by coloring or heat tools.

🌟 What hair types is it best for?

Suitable for all hair types:
✔ Straight
✔ Wavy
✔ Curly
✔ Coily

Works especially well for dry, frizzy, over-processed, or dull hair.

🌟 Will it make my hair oily or heavy?

No — the formula is lightweight and absorbs quickly.
If you have very fine or thin hair, simply apply from mid-length to ends and avoid the roots.

🌟 Does it help with frizz?

Yes.
The combination of collagen, keratin, and nourishing oils helps smooth the hair cuticle, reduce static, and control frizz throughout the day.

🌟 Can I use it every day?

We recommend 2–3 times per week for best results.
For very dry hair, it can be used more frequently as needed.

🌟 Does it protect against heat?

While the mask adds deep moisture, softness, and shine, it is not a heat protectant.
For best results, apply your usual heat protectant before using hot tools.

🌟 Will it reduce breakage and split ends?

Yes — with consistent use, the mask helps strengthen weak strands, reduce breakage, and improve the appearance of split ends.

🌟 How does it smell?

Our customers love the soft, clean scent — not too strong, not overpowering — designed to leave your hair smelling fresh and luxurious.

🌟 Does it straighten hair permanently?

No — this mask does not chemically straighten or alter your natural texture.
It enhances shine, smoothness, and softness so hair looks sleeker and healthier, especially after brushing or blow-drying.

🌟 Can men use it too?

Absolutely.
Anyone with dry, frizzy, or damaged hair will benefit from the mask.

Where can I follow you on social media?

Instagram: @aureliqlab
TikTok: @aureliqlab