Email is how we run support, and it is answered by the proprietor rather than a queue. Tell us your order number and what happened, and you will normally have a reply within one working day.
Where to find us
- Trading name
- Aurinest Pavilion (aurinestpavilion.shop)
- Legal entity
- Aurinest Pavilion — sole proprietorship
- Registered address
- 111/222, Vijay Path, Jhalana Chhod, Mansarovar, Jaipur, Rajasthan 302020, India
- Phone
- +91 72318 48499
- checkout@aurinestpavilion.shop
- Hours
- Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.
- Dispatch point
- Jaipur, Rajasthan — orders confirmed before 3:00 PM IST join the same working day’s queue
We are an online-only business: the address above is our registered and dispatch address, not a shop counter, so please do not travel to it to collect an order.
What to put in your message
Four lines save a whole exchange of emails:
- Your order number.
- What is wrong, in a sentence.
- Photographs, if it is about a physical fault.
- For damage on arrival, the unboxing video — and send it within 48 hours of delivery.
Use these subject lines
- Order cancellation — before dispatch, inside the 1 business day handling window
- Order modification — address, quantity or item change before dispatch
- Address change — before the parcel leaves us
- Return request — within 10 days of delivery
- Damaged on arrival — within 48 hours, with the video
- Payment issue — with the UTR reference from your bank
How long things take
| First reply to an email | Within one working day, during Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays. |
|---|---|
| Cancellation confirmed | Within one working day — refund released within 5 to 7 business days |
| Return decision | Within one working day of your photographs reaching us |
| Refund after an approved return | 6 business days |
| Grievance acknowledged | Within 24 hours, resolved within 15 days |
Grievance Officer
Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, complaints that were not resolved by ordinary support may be escalated to our Grievance Officer, who is the proprietor of Aurinest Pavilion, at the address and email above. Please write Grievance in the subject line so it is not treated as routine support.
Send us a message
The form below reaches the same inbox as the address above.