How can we help with Lucine?

At Aurrelle, we believe exceptional products deserve exceptional support.
Our Customer Care team is here to ensure your experience feels seamless, reassuring, and fully supported — from the moment you place your order to long after delivery.

We aim to respond within 24–48 business hours. During peak periods, response times may vary slightly, but every message is important to us.

If you need assistance, please visit our Contact page and our team will be happy to help.

Quick Tasks

  • Start using Lucine — Power, temperature, InfraSonic, IR and attachments in 45 seconds.
  • Find my settings — Starting airflow, temperature, attachment and technique for your hair.
  • Clean the filter — Monthly filter care in five clear steps.
  • Troubleshoot — No power, low airflow, unexpected shutdown, IR and unusual heat.

Orders & Shipping

Do you ship internationally?
Yes, we ship across the UAE and to selected international destinations. Available countries and shipping options are shown at checkout.

How long does shipping take?
Orders are processed within 1–3 business days after payment confirmation.
Delivery typically takes:

  • UAE: 1–3 business days
  • International: 5–14 business days

Delivery times may vary due to customs processing, carrier delays, or peak periods.

For full details, please review our Shipping Policy.

Returns & Refunds

We offer a 30-day return window from the date you receive your order.

Due to hygiene and safety reasons, hair devices must remain unopened and unused to be eligible for return.

For complete eligibility details and instructions, please see our Returns & Refund Policy.

To initiate a return, contact us at returns@aurrelle.com.

Warranty & Product Support

Aurrelle products are crafted with precision and undergo strict quality control before shipment.

If your device arrives damaged or develops a verified defect, we will guide you through the next steps promptly and fairly.

Lucine is covered by a Golden Warranty in Year 1 and a Standard Warranty in Year 2, plus a free 4-year Golden Warranty extension.

For warranty details and claim instructions, please visit our Warranty page or reach out via Contact.

Tracking Your Order

Once your order has shipped, you will receive a confirmation email with tracking details.

If you have not received tracking information within 3 business days of placing your order, please reach out through our Contact page.

Payments & Security

We process payments securely through trusted providers. Your payment information is encrypted and handled according to industry security standards.

To learn more about how your data is handled, please review our Privacy Policy.

Contact a Person

Choose a task above, or ask Aurrelle directly. Email us at support@aurrelle.com, or use our Contact page. Please include your order number when your question is about an existing order.