FAQ

Frequently Asked Questions

Orders & Shipping

How do I place an order?

Choose the AURTALIS ceramic figurine or decor item you would like to purchase, select any available options or variations, add it to your shopping cart, and proceed through the checkout steps.

After your order has been submitted successfully, a confirmation email will be sent to the email address you provided at checkout.

Can I modify or cancel an order?

If you would like to change or cancel an order, please contact us as soon as possible after completing your purchase.

We will make reasonable efforts to help before fulfillment begins. Once an order has entered processing, packing, shipping preparation, or dispatch, however, we cannot guarantee that modifications or cancellations will still be possible.

How can I track my order?

When tracking details become available, we will send a shipping confirmation to the email address associated with your order.

Tracking updates may not appear immediately after a shipping label is generated. The timing and frequency of updates can also vary by carrier and destination.

How long will delivery take?

Delivery times vary according to your destination and may also be affected by carrier operations, customs clearance, holidays, local delivery conditions, and other circumstances.

Please refer to our Shipping Policy for current order-processing and estimated transit times. All stated delivery periods are estimates rather than guaranteed arrival dates.

What if my order arrives damaged, incorrect, or incomplete?

Please contact us as soon as possible if your package contains a damaged, defective, incorrect, or missing product.

To help us review the situation, please provide:

  • Your order number

  • Clear photographs of the figurine or product

  • Photographs of the packaging

  • A photograph of the shipping label, if available

  • A short video if the issue involves the base, expression, delicate features, or another product detail

Our customer care team will review the information and advise you on the appropriate next steps.

Product Support

What does AURTALIS sell?

AURTALIS offers a curated range of creative ceramic cute figurines and distinctive home decor designed to bring more personality to everyday living spaces, desks, and shelves.

Our products are organised into three main collections:

  • Modern Ritual Collection: Contemporary ceramic decor with modern silhouettes, sculptural forms, textured finishes, and refined everyday styling.

  • Dreamy Sweet Figurine Collection: Charming and playful figurines featuring dreamy colours, character-inspired elements, whimsical shapes, decorative bases, and other sweet details.

  • Whimsical Art Collection: Artistic and imaginative figurines featuring unusual forms, sculptural decoration, creative poses, botanical or character-inspired elements, and other visually distinctive features.

Available designs may change as new products and collections are introduced.

Do materials and finishes vary between AURTALIS products?

Yes. Materials, glazes, surface finishes, decorative elements, and construction can differ depending on the individual product.

Because of manufacturing and finishing processes, minor variations may occur in:

  • Shape

  • Texture

  • Colour

  • Glaze or finish

  • Decorative details

  • Surface appearance

Small differences between individual products or production batches are possible and do not necessarily mean that an item is defective.

Will my figurine look exactly like the product photos?

We make reasonable efforts to present product colours, proportions, finishes, shapes, and decorative details accurately.

However, slight differences may occur because of screen settings, lighting, photography, ceramic or glaze characteristics, production batches, and normal manufacturing variations. Please check the individual product page for information specific to the item you are purchasing.

How should I care for my AURTALIS figurine?

Care requirements may differ between products, but general recommendations include:

  • Handle ceramic products carefully

  • Avoid dropping or striking the figurine against hard surfaces

  • Take extra care with delicate poses and raised decorative details

  • Use non-abrasive cleaning materials

  • Follow any product-specific washing or cleaning instructions

  • Handle display bases and stands carefully where included

  • Avoid sudden or extreme temperature changes unless the product is specifically designed for them

  • Stop using or displaying an item if it develops significant cracks, chips, or other damage that could affect safe display

Always follow any care instructions provided on the individual product page or with your item.

How should I care for display bases, stands, and decorative details?

For products containing additional or decorative components:

  • Handle removable pieces carefully

  • Avoid twisting or forcing sculptural decorations

  • Check bases and accessories before display

  • Clean individual components according to their applicable care instructions

  • Avoid abrasive cleaning materials

  • Store removable accessories safely when they are not being used

Please refer to the applicable product page for additional care information.

What should I do if a base, stand, or decorative component has a problem?

First inspect the product carefully and avoid forcing, bending, or modifying the affected component.

Where relevant, check that:

  • The display base is positioned correctly

  • The stand or accessory is properly fitted

  • Removable components are correctly attached

  • There are no visible cracks or damaged areas

  • Decorative components have not become loose or broken

If the problem continues, please contact our customer care team for assistance.

Can AURTALIS products be displayed outdoors?

Please follow the recommendations provided for the individual product.

Unless a product is specifically described as suitable for particular outdoor conditions, we recommend protecting ceramic decor from unnecessary impact, extreme temperatures, prolonged direct sunlight, harsh cleaning products, and other conditions that could damage the product.

Are the listed dimensions and weights exact?

Measurements and weights displayed on our website are intended as useful references.

Minor differences can occur because of manufacturing processes, ceramic forming methods, product construction, or measurement techniques. Please review the individual product page for product-specific measurements.

Returns & Warranty

How do I return a product?

Before sending an item back, please review our Return Policy and contact us for the applicable return instructions.

Products returned without prior authorization or without following the instructions provided may not be accepted.

Does AURTALIS provide a warranty?

Eligible AURTALIS products may be covered by a limited warranty against qualifying defects in materials or workmanship under normal intended use.

Where a warranty applies, its duration, coverage, and applicable conditions will be stated on the relevant product page, accompanying product information, order documentation, or our Product Support & Warranty information.

What should I do if my product develops a problem?

If you experience an issue involving a figurine, display base, stand, decorative component, or another product feature, avoid forcing, repairing, or modifying the affected area before contacting us.

If assistance is needed, email:

service@aurtalis.com

Please provide:

  • Your order number

  • Product name

  • A short description of the problem

  • Clear photographs where relevant

  • A short video demonstrating the issue where possible

Providing these details can help our customer care team review your request more efficiently.

Payments

Which payment methods are available?

The payment options currently available to you will be displayed during checkout.

Prices on aurtalis.com are displayed and processed in U.S. dollars (USD). Available payment methods may differ according to your location, device, and the payment services available when your order is placed.

Is my payment information secure?

Payments are handled through the payment methods and payment-service providers presented during checkout.

AURTALIS will not ask you to send complete payment-card information through ordinary email or customer-support messages. Please see our Payment & Security information for additional details.

Product Information

Where can I find specifications for a particular figurine?

Detailed information is provided on each individual product page and may include:

  • Dimensions and weight

  • Materials

  • Colour and finish

  • Design and decorative details

  • Included display bases, stands, or accessories where applicable

  • Care instructions

  • Recommended display locations

Because features differ between products, please review the applicable product page before purchasing.

Can the colour look different when I receive the product?

Slight differences are possible. Screen settings, lighting conditions, photography, ceramic glazing, surface finishes, and normal manufacturing variations can all affect how a colour appears. We make reasonable efforts to represent each product accurately.

Will every ceramic figurine have an identical finish?

Not necessarily.

Ceramic figurines featuring glazing, textured surfaces, sculptural forms, hand-applied or decorative elements, or other distinctive details may show minor variations between individual pieces or production batches. These differences can occur naturally as part of the manufacturing and finishing process and do not necessarily indicate a defect.

Contact Us

For assistance with an order, shipping, returns, product care, product specifications, warranty support, or product use, please contact:

Email: service@aurtalis.com

For order-related enquiries, please provide your order number whenever possible. For product assistance, including the product name and a brief description of your question or issue will help our team respond more efficiently.

  • Brand: AURTALIS

  • Website: aurtalis.com

  • Legal Entity: Shenzhen Sanzhi Dailer Technology Co., Ltd.

  • Registered Address: Room 309M16, Block B, Phase I, Tian'an Innovation & Technology Plaza, No. 25 Tairan 4th Road, Tian'an Community, Shatou Subdistrict, Futian District, Shenzhen

  • Unified Social Credit Code: 91440300MAE959LC4H

  • Customer Support Email: service@aurtalis.com

AURTALIS — Creative Ceramic Figurines for Everyday Moments.

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