Refund policy
At Aurae, we aim to ensure you are happy with your purchase. Please read our Refund & Return Policy carefully before placing an order.
1. Returns
We accept returns in accordance with UK consumer law.
To be eligible for a return:
• Items must be unused, unworn, and in original condition
• All original tags and packaging must be intact
• Items must not show signs of wear, washing, or damage
2. Return Process
As a small business, we do not currently offer free returns or a returns portal.
To start a return, please contact us at:
Contact@auraeuk.com
Include your order number and reason for return. We will provide return instructions via email.
3. Return Shipping Costs
• Return shipping costs are the responsibility of the customer
• We recommend using a tracked shipping service, as we cannot be responsible for lost or delayed return parcels
Original shipping fees are non-refundable, unless the item is faulty or incorrect.
4. Refunds
Once your return is received and inspected, we will notify you via email.
If approved:
• Refunds will be processed to your original payment method
• Please allow up to 5–10 business days for the refund to appear, depending on your payment provider
If the returned item does not meet our return criteria, we reserve the right to refuse the refund.
5. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us at Contact@auraeuk.com within a reasonable time of delivery.
Please include:
• Your order number
• Clear photos of the issue
If confirmed, we will offer a replacement or refund, including return shipping costs where applicable.
6. Pre-Order Items
Pre-order items are subject to the same return conditions unless stated otherwise.
Please note:
• Dispatch dates for pre-order items are estimates and not guaranteed
• Pre-orders may not be eligible for cancellation once production has begun
7. Non-Returnable Items
The following items cannot be returned:
• Items showing signs of wear or damage caused by the customer
• Items returned without prior contact
• Items returned outside a reasonable timeframe
8. Exchanges
We do not currently offer direct exchanges. If you wish to exchange an item, please return it following the steps above and place a new order.
9. Contact Information
For any questions regarding refunds or returns, please contact us at:
Contact@auraeuk.com