The questions we actually get asked.

Practical household products and small gadgets: cleaners and stain removers, drain and filter consumables, sealants and repair adhesives, and the sort of kitchen and utility tools that solve one job properly.

We are a retailer. The products are made by independent third-party manufacturers, and we say so rather than implying we build them ourselves.

Every product page lists dimensions, materials, what is in the box and what the product is for. Where something has a real limitation, the page says so — a consumable that runs out quickly, a finish that marks, a size that suits one surface and not another.

If the page does not answer your question, email service@auvirelo.com with the product link. A specific question gets a specific answer.

Contact us as soon as you can and we will try. Before fulfilment begins, a change is usually straightforward. Once the order has been processed or shipped it cannot be altered, and it has to be handled as a return instead.

Checkout runs over an encrypted HTTPS connection on Shopify, which maintains PCI DSS compliance. We receive the order details we need to fulfil and support your purchase. We do not receive or store your full card number, security code, PIN or banking password. The Payment & Security page sets out exactly what reaches us.

Shipping is charged as one flat rate per order rather than per item, so the cost does not climb as you add products. The exact amount for your address is shown at checkout before you pay, and the current rates are set out in the Shipping Policy.

Some products and larger baskets ship free. Where that applies it is shown at checkout rather than promised in a headline.

The United States, Canada, Mexico, Brazil, Australia and New Zealand each have their own service, and a tracked international service covers much of Europe, Asia, Africa and South America.

There are countries we do not serve, so enter your address at checkout to confirm. If no shipping option appears, we do not reach that destination — email us and we will tell you straight whether that is likely to change.

No. There is one tracked service per destination and no paid express tier, so there is nothing we can sell you to speed a parcel up. If a date genuinely matters, the honest advice is to order early or buy locally.

Delivery estimates appear at checkout. They begin after dispatch, depend on the carrier and any customs queue, and are estimates rather than guarantees.

It depends on the destination — USPS in the United States, the national postal carrier in other countries with their own service, and a tracked international service everywhere else. The Shipping Policy lists the current service for each destination.

The carrier changes. The way we charge for shipping does not.

Tracking is emailed to the address used at checkout once the carrier has the parcel. It can take a short while to start updating after that first scan.

If tracking has not appeared, or has not moved for an extended period, send us the order number and we will chase the carrier.

Orders with several products are sometimes split across shipments. Each parcel has its own tracking number and they can arrive days apart. You are not charged a second shipping fee when this happens.

International orders may attract import duties, taxes or customs handling charges set by the destination country. Where they apply they are the recipient’s responsibility, and they are neither collected nor controlled by us.

You have 180 days from delivery to ask for a return or refund. Change-of-mind returns need the item unused and in its original packaging. Anything damaged, defective, incorrect or materially different from its description is reviewed separately and does not have to be unused.

It does not cover normal wear, accidental damage, misuse or ignoring the instructions. Opened personal-care products, consumables, customised items, gift cards and final-sale products cannot be returned unless they arrived faulty. Full conditions are in the Return & Refund Policy.

Email service@auvirelo.com with your order number, the item and a sentence on what went wrong. We normally reply within 1–2 business days with instructions.

Wait for those instructions before posting anything back. The correct return destination varies by product, and a parcel sent to the wrong one is hard to recover.

For a change of mind, you do, and any shipping charge paid on the original order is not refunded. If the item is confirmed damaged, defective or incorrect, that is on us and we will tell you how to return it.

Email us promptly with the order number and clear photographs of both the item and the packaging it came in, taken in natural light. The packaging photograph matters — it is what settles a claim with the carrier.

Once approved, refunds go back to the original payment method, normally within 5–10 business days. How quickly the credit then shows up is down to your bank or card provider, not to us.

Email service@auvirelo.com, or call +1 (951) 631-8110 Monday to Friday, 9:00–18:00 Pacific Time (PT).

The phone is quicker for a short question. Email is better for anything needing an order number or a photograph, because it keeps everything in one thread.