AULA HERO84 HE

For in-stock products, your order is expected to be shipped within 3 working days. Customized items and pre-orders take a longer time (do check in with our staff for more information). On normal non-sale days, once your parcel is shipped:

• For Standard Shipping, it takes about 2-3 weeks for items to be delivered after it is shipped. For some countries, it might take up to 1-2 months, depending on your country and its custom procedure. The duration for transit is beyond our control. AULA does not arrange refunds for such cases. Please consider an upgrade to DHL Express or keep the waiting time in mind.
• For Express Shipping, it takes about 3-10 days for items to be delivered after it is shipped.

Note:

Shipping methods and period might be affected and changed due to festive seasons, pandemic circumstances or other unforeseen circumstances.

We have two shipping methods - Standard Shipping and Express Shipping.

Standard Shipping is free for most countries/areas.

Express Shipping via DHL Express or FedEx is 10-40USD (excluding tax) depending on your country. If your order is over 500USD, DHL Express Shipping is free*.

Shipping fees exclude import taxes or processing fees that may be applicable for your country. AULA is not responsible for such fees. Should you refuse to pay the tax/customs fees, shipping fees will still be deducted from the amount paid for the two-way freight charges. The cost of the freight charges may be more than the amount reflected on your order due to tax and other miscellaneous fees.

Standard Shipping via YunExpress is a tax-inclusive option for some countries. However, AULA will not be responsible for additional administrative or handling fees charged by your local courier company or customs. Please kindly check this with your local customs.

For certain remote areas, there may be additional charges via Express Shipping. We will contact you if there is a need to make additional payments. Should you have any other queries regarding shipments, please contact us before placing an order.

Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.

If the custom fees and the delivery of the parcel are rejected by the recipient, the shipping cost still needs to be paid. AULA only arranges the refund of the order amount after deducting the shipping cost incurred.

If you are not satisfied with your purchase, AULA Gear allows the return of non-customized and non-discounted products within 7 days of receipt, provided they are sealed and in their original packaging. Eligible returns should be unused and in the same condition as received. Please note that customized items, discounted products, accessories, and spare parts are excluded from this policy. Shipping fees, handling charges, and any taxes incurred due to the return are non-refundable. Additionally, a restocking fee amounting to 35% of the item's retail value applies to all returns, including those where the package is opened but the product is still functional. Contact support@aulagear.com for return processing.

If the products arriving damaged, incorrect, or faulty, please report the issue to support@aulagear.com within 7 days of delivery with solid proof, such as an unboxing video.

AULA offers warranty for sitewide orders*: 1-year warranty for keyboards, DIY kits and gaming mice, a 6-month warranty for keycap sets and a 3-month warranty for batteries. For items purchased from other platforms like AliExpress, Amazon, crowd-funding campaigns, or local dealers, please contact the respective store or distributor for support.Accessories such as keycap pullers, switch pullers, free spare keycaps, cables etc., are excluded from the warranty. AULA warranty covers any factory defects that might affect the proper functionality of your purchase. To claim for a warranty or confirm whether your product is eligible for return/warranty, please kindly contact us via support@aulagear.com.

*Sitewide orders: Only orders with an amount are covered by warranty and $0 orders are not warranted.

Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order.As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests. Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@aulagear.com) or website chat. We will help you with the changes if that could be done.

For other queries, the fastest way to contact us is via our website