🏠 01 — Products & Aelqora™

Q01: Who operates Aelqora™?

Aelqora™ is operated by Shanghai Sui Anying Technology Co., Ltd.

Our collections focus on decorative pieces created to bring warmth, atmosphere, visual character, and seasonal personality into everyday spaces.

Q02: What types of products does Aelqora™ offer?

Aelqora™ focuses on carefully selected decorative products for the home, including:

• 🎄 Seasonal and Christmas décor
• 💡 Decorative lighting
• ✨ Illuminated ornaments
• 🏘️ Winter village scenes
• 🏮 Lantern-style decorations
• 🛋️ Tabletop and shelf décor
• 🏛️ Sculptural decorative objects
• 🎁 Gift-oriented home accents
• 🕯️ Atmospheric pieces for living spaces

Our collections are designed around visual storytelling, seasonal atmosphere, and decorative impact.

Q03: Is Aelqora™ only a Christmas décor brand?

No.

Christmas and winter décor are an important part of our current collections, but the broader Aelqora™ concept is centered on creating atmosphere at home.

Our product range may expand into other seasonal collections, decorative lighting, artistic home accents, gifting pieces, and visually distinctive décor throughout the year.

Q04: Will the product I receive look exactly like the website images?

We make reasonable efforts to represent each product as accurately as possible.

However, slight differences may occur because of:

• 📱 Screen settings
• 💡 Lighting conditions
• 📸 Photography
• 🎨 Decorative finishes
• ⚙️ Manufacturing tolerances
• ✨ Hand-applied details
• 🧶 Material characteristics

These minor differences do not necessarily indicate that a product is defective.

Q05: Are slight differences between individual decorative pieces normal?

Yes.

Decorative products may occasionally show small variations in:

• 🎨 Finish
• 🧵 Texture
• 🎨 Shade
• 📌 Placement of decorative details
• 🔍 Surface characteristics
• ⚙️ Assembly alignment

These small variations can occur during manufacturing and generally do not affect the normal decorative use of the product.

If you believe your product has an actual defect or substantial damage, contact us with photographs or video so we can review it.

Q06: What is the design direction behind Aelqora™ products?

Aelqora™ focuses on products that do more than simply fill space.

We look for designs that can create:

• 🔥 Warm lighting
• 👁️ Visual depth
• ✨ Seasonal atmosphere
• 🕰️ Nostalgic details
• 📐 Interesting silhouettes
• 📖 Miniature storytelling scenes
• 🎯 Memorable focal points

Our goal is to offer pieces that feel distinctive when displayed while remaining easy to incorporate into a real home.

💳 02 — Orders & Payment

Q07: What payment methods can I use?

Available payment methods are displayed during checkout.

Depending on your location and the services available, these may include:

• 🌍 PayPal
• 💳 Major credit cards
• 💳 Debit cards
• 🛒 Other payment options supported through checkout

Unless otherwise stated at checkout, transactions are processed in United States Dollars (USD).

Q08: Is my payment information secure?

Payments are processed through the secure payment services available through our checkout.

Aelqora™ will never ask you to send complete credit card numbers, CVV security codes, PayPal passwords, or online banking passwords by email.

For additional information, please review our Payment Options and Privacy Policy pages.

Q09: What should I do if my payment is declined?

Payment authorization is normally controlled by your bank, card issuer, PayPal, or other payment provider.

If payment fails, check:

• 📋 Card information
• 📍 Billing address
• ⏳ Expiration date
• 💰 Available funds or credit
• 🌐 International transaction permissions

If the issue continues, contact your payment provider or try another payment method shown at checkout.

📦 03 — Processing & Shipping

Q10: How long does Aelqora™ take to process an order?

Standard order preparation normally takes approximately 2–4 business days after payment confirmation.

During Christmas, New Year, promotional campaigns, or other high-volume periods, processing may take up to 5 business days.

Processing time is separate from delivery transit time.

Q11: How much does shipping cost?

Aelqora™ currently uses a flat shipping fee of $5.99 per order, unless a different shipping promotion or condition is displayed during checkout.

The applicable shipping charge will be shown before you complete payment.

Q12: How long does shipping take?

Estimated delivery times after dispatch are generally:

• 🇺🇸 United States: 10–15 business days
• 🇨🇦 Canada: 11–16 business days
• 🇬🇧 United Kingdom: 11–16 business days
• 🇦🇺 Australia: 11–16 business days
• 🌍 Other International Destinations: 15–20 business days

These are estimated transit periods and are not guaranteed arrival dates.

Customs, holidays, severe weather, carrier disruptions, and seasonal shipping volumes may affect actual delivery times.

Q13: Where are Aelqora™ orders shipped from?

Orders may be fulfilled through selected manufacturing partners, fulfillment facilities, or logistics centers depending on:

• 📦 Product availability
• 📍 Inventory location
• 🌍 Customer destination
• ⚙️ Fulfillment requirements

The shipping origin therefore may not be the same as our registered company address.

Q14: Can one order arrive in multiple packages?

Yes.

If products in the same order are stored or fulfilled from different locations, they may be shipped separately.

This means:

• 📅 Packages may arrive on different dates
• 🏷️ Separate tracking numbers may be issued
• 📦 Receiving one parcel does not necessarily mean the complete order has arrived

You will not be charged additional shipping simply because we divide an eligible order into multiple shipments.

🚚 04 — Tracking & Delivery

Q15: Will I receive a tracking number?

Yes, where tracking is available.

After your order has been dispatched, shipment information will normally be sent to the email address provided during checkout.

Tracking details may take approximately 1–3 business days after dispatch to begin showing carrier updates.

Q16: Why has my tracking stopped updating?

Temporary gaps in tracking are common during international or long-distance transportation.

A parcel may still be moving between logistics facilities even when no new scan appears.

If tracking has remained unchanged for an unusually long period, contact:

service@aelqora.com

Please include your order number so we can review the available shipment information.

Q17: Tracking says “Delivered,” but I cannot find my order. What should I do?

First check:

• 📍 Around your delivery address
• 📫 Mailbox
• 📦 Parcel locker
• 🏢 Building reception or front desk
• 👥 Household members
• 🏘️ Neighbors, where appropriate
• 📄 Any delivery notice from the carrier

You may also contact the carrier for additional delivery details.

If the parcel still cannot be located, contact service@aelqora.com with your order number so we can review the available information.

A delivered tracking status does not prevent you from contacting us about a delivery concern.

Q18: What happens if my package is confirmed lost in transit?

If the shipping carrier confirms that the parcel was lost during transportation, contact our customer support team.

After verification, Aelqora™ may arrange an appropriate resolution, including a replacement shipment where applicable.

A delayed package or temporary lack of tracking updates is not automatically considered lost.

✏️ 05 — Order Changes & Cancellations

Q19: Can I change my shipping address?

Contact us as soon as you notice an error.

Please email: service@aelqora.com

We recommend contacting us within 12 hours of placing your order.

Include:

• 📋 Order number
• 👤 Customer name
• 📍 Original address
• ✨ Correct address

We will make reasonable efforts to update the order before fulfillment begins.

Once a parcel has been processed or dispatched, an address change may no longer be possible.

Q20: Can I cancel my order?

Cancellation requests should be submitted as soon as possible, preferably within 12 hours after the order is placed.

Contact: service@aelqora.com

If the order has not yet entered fulfillment, we will make reasonable efforts to cancel it.

Once an order has been processed or shipped, cancellation may no longer be available. An eligible return may instead be requested after delivery under our Return & Refund Policy.

🔄 06 — Returns & Refunds

Q21: What is Aelqora™'s return period?

Eligible products may generally be returned within 30 days after receiving the order.

Products should normally be:

• ✨ Unused
• 📦 In the condition received
• 🧩 Complete with applicable components
• 📋 Returned with original packaging where reasonably possible
• 🧾 Accompanied by proof of purchase

Additional conditions and exclusions are explained in our Return & Refund Policy.

Q22: How do I request a return?

Contact: service@aelqora.com

Please provide:

• 📋 Order number
• 👤 Name used for the order
• 🎁 Product being returned
• 📝 Reason for return
• 📸 Relevant photos or video where necessary

Wait for our instructions before sending the product.

Q23: Where should I send my return?

Do not automatically send products to our registered company address.

Aelqora™ may use different return facilities depending on the product and fulfillment location.

After your request is reviewed and approved, customer support will provide the correct return destination and instructions.

Packages returned without authorization or sent to the wrong address may not be eligible for processing.

Q24: Who pays for return shipping?

This depends on why the item is being returned.

For a voluntary or preference-based return, return shipping costs may be the customer's responsibility unless applicable law requires otherwise.

If we confirm that a product:

• ⚠️ Arrived damaged
• ❌ Was defective
• 🔄 Was incorrectly supplied
• ⚙️ Was affected by a fulfillment error attributable to us

we may provide an appropriate return or replacement solution without requiring you to bear additional costs caused by that confirmed error.

Q25: What if my item arrives damaged or incorrect?

Please contact us as soon as possible at: service@aelqora.com

Include:

• 📋 Order number
• 📝 Description of the problem
• 📸 Clear photographs
• 🎥 Video where helpful
• 📦 Photos of packaging if relevant

After reviewing the information, we may offer an appropriate solution such as a replacement, refund, replacement component, or another suitable resolution.

Q26: How are approved refunds issued?

Approved refunds are normally returned to the original payment method.

After the refund has been issued, please allow up to 10 business days for it to appear in your account.

Your bank, PayPal, credit card provider, or other payment institution may require additional processing time.

If more than 15 business days have passed after confirmation that the refund was issued, contact us for assistance.

Q27: Can I exchange a product?

Depending on the circumstances, the simplest method may be to return the eligible original product and place a new order for the preferred item.

For defective or incorrectly supplied products, contact customer support first so we can provide the appropriate instructions.

🎄 07 — Seasonal Orders

Q28: When should I order Christmas decorations?

We recommend ordering seasonal products well in advance of the date when you plan to use them.

Christmas and holiday periods can create higher volumes across:

• 📦 Fulfillment centers
• ✈️ International logistics networks
• 🛃 Customs
• 🚚 Local delivery carriers

Our normal delivery windows are estimates and do not constitute a guaranteed arrival date for Christmas or another specific event.

Q29: Can Aelqora™ guarantee delivery before a specific holiday?

Unless a specific guaranteed delivery service is explicitly offered during checkout, we cannot guarantee arrival before a particular holiday or event.

If you are purchasing a gift or seasonal decoration, ordering early provides the greatest flexibility.