Contact Us
We read every message. Whatever it is — sizing, an order, a return, or a question before you buy — any of these will reach us.
How to reach us
- Live chat — the fastest way. Open it from the button at the bottom-right of any page. Staffed during support hours; outside them, leave your message and email and we will reply within 1 business day.
- Email — [email protected]. We reply within 1 business day.
- Contact form — below on this page, available any time.
- Support hours — Monday to Friday, 9:00 am – 5:00 pm AEST (excluding Victorian public holidays)
If you are writing about an order, please include your order number — it is in your confirmation email and starts with #. For a faulty item, attaching a photo usually saves a whole round trip.
Business details
OMNITRADE HORIZONS LIMITED, trading as AURELLE
Studio: Melbourne, Victoria, Australia
Registered address: [to be confirmed]
This is our registered business and correspondence address. Our Melbourne studio is a working studio, not a retail store or a walk-in returns counter — please do not send returns to either address without a Return Authorisation number.
Returns address
AURELLE Returns
[to be confirmed]
Request a Return Authorisation number before sending anything back — see our Refund & Returns Policy.
Who to contact about what
| Topic | Contact |
|---|---|
| Order status, delivery, tracking | Live chat or [email protected] |
| Returns, exchanges, refunds | [email protected] |
| Sizing and fit advice | Live chat, or see the Size Guide |
| Payment or an unrecognised charge | [email protected] — see Payment Methods & Security |
| Privacy, data access or deletion requests | [email protected] |
| Complaints | [email protected], subject line “Complaint” |
Response times
Live chat is answered in minutes during support hours. Email is answered within 1 business day. Messages sent over a weekend or public holiday are answered on the next business day. Complaints are acknowledged within 5 business days and we aim to resolve them within 10 business days.