RETURNS & EXCHANGES
We hope you’ll love your order. If for any reason you are not entirely happy, or you would like to exchange for a different size/colour (subject to availability), you may return the item/s providing they are unused, without signs of wear and returned in their original packaging. Items for exchange or refund must be returned to us within 14 days from the date you received your order. We can only accept returns for purchases made from www.auraque.com; if your purchase was from one of our stockists, please contact them directly.
For all sales, order and refund enquiries, please email firstname.lastname@example.org.
If we have unfortunately supplied your original order incorrectly, please notify us immediately with your order details and description of goods received.
If you wish to return an item due to a manufacturing fault or quality defect by AURA QUE, please notify us with a description and photograph of the issue; this is so we can identify how best to resolve the problem for you, and also to feed back to our producers.
To return an item ordered online, here’s what to do:
- Make sure the item is unused, that the original tag is attached and that you’ve included a completed exchange/returns form in your parcel. Please note that any returns sent without the order/return paperwork and original packaging will take longer to process.
- Return your unused items to the address below. The cost of the return is the customer’s responsibility and we recommend using a trackable service (and keeping your receipt) as we unfortunately can’t be responsible for lost post. Please email email@example.com to notify us of your return so we can look out for it. Please ensure you keep your proof of postage.
Please allow up to 10 business days from the date we receive your return for your refund to be processed. All undamaged, correctly returned items will be credited in full via the original purchaser’s payment method. You will be automatically notified via the sales platform when the refund has been processed, although funds may take around 5 working days to appear on your statement (this varies depending on the issuer, especially for international cards).
If you would like to exchange an item from your UK order, please contact firstname.lastname@example.org with your order details and the size/colour of the item you wish to exchange your current item for, and we can let you know stock availability. Exchanges can only be made for different sizes or different colours of the same item; if you wish to exchange an item for a different product, please request a refund following the process above and purchase the new style in a separate order.
We will hold your preferred item for up to 14 days to allow time to receive your original item. Please follow the returns process detailed above.
For exchanges within the UK, we will cover the standard postage cost to send you your exchange item once the original item has been received and checked. If any subsequent exchanges are requested, these will be charged at our standard delivery rate. Please note that all exchanges are sent via our standard delivery service. Unfortunately we are unable to process exchanges for international orders.