FAQ
Frequently Asked Questions (FAQ)
This page provides answers to common customer inquiries. Should your question not be addressed below, please direct your inquiry to our support team at support@amelienaturals.com. For questions regarding a specific order, please include your Order Number (e.g., 015SHOP-1218) and Order Email.
Ordering & Payments
Q: How do I apply a discount code? A: To apply your discount code during checkout using either PayPal or a credit/debit card, please follow the steps below:
1. Select the product you wish to purchase and click "Add to Cart."
2. In your cart, click "PAY WITH DEBIT/CREDIT CARD" to proceed to checkout. (For both PayPal and credit card payments.)
● On mobile: Tap "Show order summary", then enter your discount code.
● On desktop: Enter your discount code in the field on the right side of the page.
3. After applying the code, continue with your payment using either PayPal or by entering your credit card details.
Q: What payment methods do you accept? A: We accept a range of secure payment methods, including:
● PayPal
● Visa, MasterCard, American Express (AE), Diner’s Club
● Most major debit and credit cards
● Apple Pay & Google Pay
Q: How much is the shipping fee? A: Our standard shipping rate is $5.99 USD for worldwide delivery. The final rate may vary based on your location and active promotions. The exact shipping cost is calculated and displayed at checkout prior to payment.
Shipping & Delivery
Q: Do you offer international shipping? A: Yes, we ship worldwide. As an international company, we operate a global network of fulfillment centers. Orders are dispatched from the facility that provides the most efficient delivery route to the customer's location.
Q: How long does shipping take? A: The estimated delivery timeframe is 10–20 business days following order processing and shipment.
Q: How can I track my order? A: Upon shipment, a confirmation email containing a tracking number will be sent. This number can be used to monitor your shipment's status on universal tracking platforms such as 17track.net.
Q: Why isn’t my tracking information updating? A: Please allow 24-48 hours after shipment for tracking systems to reflect new updates. Pauses in tracking updates are normal during transit between carrier facilities.
Q: I only received part of my order. Why? A: To ensure faster delivery, orders containing multiple items may be dispatched in separate shipments from different fulfillment centers. Each shipment will be assigned a unique tracking number, which will be communicated via email.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number? A: Order modifications are extremely time-sensitive. To request a change, please contact support@amelienaturals.com immediately. In your email, you must include:
● Your Order Number (e.g., 071SHOP-112938)
● Your Order Email
● The complete and correct shipping information We will make every effort to accommodate your request if the order has not yet been processed for shipment. Once an order has shipped, no changes can be made.
Q: Can I change the items in my order (e.g., size, color, quantity)? A: This is also highly time-sensitive. Please email support@xxx.com immediately. In your email, you must include:
● Your Order Number (e.g., 071SHOP-112938)
● Your Order Email
● The specific change you would like to make We can only accommodate requests if an order has not yet entered the fulfillment stage.
Q: Can I cancel my order? A: An order can only be canceled if it has not yet been dispatched. Please note that a handling fee may apply to cancellations. If an order has already shipped, it cannot be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do? A: To report a damaged item, please email support@amelienaturals.com with the following information for assistance:
● Your Order Number (e.g., 071SHOP-112938)
● Photos or a video showing the damaged item(s)
● A photo of the shipping label on the package
Q: What if I believe my item has a quality issue or defect? A: To report a quality issue or manufacturing defect, please email support@amelienaturals.com with the following:
● Your Order Number and Order Email
● A clear description of the quality issue
● Photos or a video that clearly documents the defect
Q: I received the wrong item or am missing an item. What should I do? A: To report an error with your order, please email support@amelienaturals.com with the following so we may resolve the issue:
● Your Order Number and Order Email
● A photo of the incorrect item received (or a list of the missing items)
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do? A: Please check your spam or junk mail folder first. If the email cannot be located, contact support@xxx.com with the name and email address you believe you used at checkout. Our team will locate your order and resend the confirmation.
Q: I haven’t received my tracking number yet. What should I do? A: Tracking numbers are sent 1–2 business days after an order is processed. If this timeframe has passed, please check your spam folder before contacting support for an update.