To reassure customers purchasing Christmas gifts, our return policy is extended to 7 January 2022 for purchases between 15 November and 9 December 2021. Purchases after this date must be returned to us within 28 days from the date on which you received your order, which is 7 January 2022 onwards. It is not affordable for us to offer free exchanges, and we can only refund the original purchaser. In the event of returned Christmas gifts for which it is not appropriate to refund the purchaser, we can provide e-gift cards for the recipient to choose their own replacement gift from www.auraque.com at their leisure.
We hope you’ll love the items you have chosen. If for any reason you are not entirely happy, you may return the item/s providing they are unused, without signs of wear and returned in their original packaging. Items for refund must be returned to us within 28 days from the date on which 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.
We accept returns of all items except earrings, which cannot be returned for hygiene reasons.
Please quote the SO##### reference on the top right of your VAT invoice in all correspondence about your order, so we can deal with your request efficiently.
If we have unfortunately supplied your original order incorrectly, please email email@example.com as soon as possible with a description of the goods received and any errors.
If you wish to return an item due to a manufacturing fault or quality defect, please email firstname.lastname@example.org with a description and photograph of the issue, so we can identify how best to resolve the problem for you.
To return an item ordered online, here’s what to do:
Please always email email@example.com to notify us that you wish to return item/s from your order, quoting your SO##### and reason for return, so we can process your request and issue an AQ Returns Authorisation Code.
Please pack your return package securely, making sure the item is unused, that the original tag is attached, and that you enclose your SO##### and AQ Returns Authorisation Code so we can easily trace your request.
Once we have issued your AQ Returns Authorisation Code, you can use our online Royal Mail Returns Portal to print a tracked postal label PDF, attach this to your returns package, and drop off at the Post Office. If you do not have access to a printer, our Royal Mail Returns Portal can provide a QR code that the Post Office can scan in order to provide you with the label for your return. To use our Royal Mail return service, we will deduct £3 from your order refund total to contribute to the costs of the tracked return.
Alternatively, you are welcome to send your return back with a postal service of your choice to the address below. We recommend using a trackable service (and keeping your receipt) as we unfortunately can’t be responsible for lost post.
Hastings, East Sussex TN34 1DT
For all return methods, please always ensure you keep your proof of postage as proof of your return.
When your returned goods are received and checked thoroughly, refunds will be made directly to the original payment method, which we will confirm by email when funds are on the way. Please allow 5 working days for the transaction to appear on your statement.
Please note, if any returns are not returned in a sellable condition, we will contact you by email with photos and work out the best way to proceed. We reserve the right to reject refund or exchange requests, or to deduct a cleaning fee, for goods not returned in a sellable condition.
Unfortunately we are unable to process exchanges as single orders, as the administrative and delivery costs have become increasingly unsustainable for us. We have tried hard to improve our product listings to include detailed sizing and material information. If you have a query or would like advice as to whether an AURA QUE product meets your requirements, please contact firstname.lastname@example.org before you place your order. We will send you a tailored personal response to help you consider your purchase.
If you do need to return an item, but wish to receive a new size or colour, please place a separate order for the new item you wish to buy, which will be immediately dispatched. You are then welcome to return the original order through our returns process.