Frequently Asked Questions
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THE CONCIERGE DESK Β· FAQ
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Frequently Asked Questions
Helpful answers, elegantly presented.
A well-chosen piece should be a pleasure from first glance to final placement. Here are practical answers to common questions about our rugs, throws, orders and customer service.
UPDATED Β· OCTOBER 10, 2026
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What kinds of products do you offer?
We focus on Luxury Rugs and Luxury Home Textilesβsculptural floor coverings, decorative woven throws, textured blankets and distinctive accent pieces for refined interiors.
How can I choose the right size?
Review the dimensions and available options on each product page. As styled room images can be illustrative, do not assume measurements from a photograph. If you need confirmation of a dimension or weight, email us before ordering.
Will the colors look exactly like the pictures?
Lighting, fabric pile, weaving texture and display settings can influence how colors appear. We aim to represent the design accurately, but a subtle difference between a screen image and the physical textile may occur.
What currency are your prices in?
Prices are generally displayed in US dollars unless checkout states otherwise. The final charge, delivery fees and applicable taxes will be presented before payment is submitted.
How do I know if delivery is available to my address?
Enter your shipping information at checkout to see available options. If no service is shown for your location, please contact us before completing a purchase.
How long does delivery take?
Where available, delivery estimates are shown at checkout or in order and dispatch communications. Exact timing depends on the product, address, fulfillment arrangements and carrier conditions. Please refer to our Shipping Policy for further information.
Can I track my order?
When tracking is available, the shipment notification may include a tracking reference. If you cannot locate an update, contact our support team with your order number.
What should I do if my item arrives damaged?
Please contact us promptly at service@auvirelkox.com with your order number and photographs of the item and packaging if useful. Our team will review the issue and assist with the available remedy.
Can I return an item?
Contact us before sending a return. Eligibility and any applicable process depend on the reason for return, available store arrangements and consumer law. Return conditions are explained in our Return & Refund Policy.
Can I change or cancel an order?
Email our team as soon as possible with the order number and requested change. We can review whether an adjustment is possible before the order enters fulfillment. Changes may not be possible after dispatch.
Where should I send a return?
Please wait for instructions from customer service. Our registered company address is not automatically a return warehouse and should not be used for returns without authorization.
How do I contact you?
Email service@auvirelkox.com or call +86 176 8815 2917. Our published service hours are 8:00 AMβ6:00 PM China Standard Time (UTC+8).
HOUSE REGISTRY
Company & Customer Care
An open door for every inquiry.
Registered CompanyBeijing Zhong'an Runheng Management Consulting Co., Ltd.
Legal RepresentativeChen Yanyan
Unified Social Credit Code91110116MAEFT13E0A
Registered Business AddressUnit 5345, 5th Floor, Building 9, Xingong Jiayuan North Area, Fengtai District, Beijing, China
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SCULPTURAL RUGS Β· REFINED HOME TEXTILES
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