Refund policy
We want you to be happy with your order. If something isn't right, we accept returns and exchanges within 30 days of delivery, subject to the conditions below.
Your Statutory Right to Cancel
If you are a consumer in the UK, you have the right to cancel your order within 14 days of receiving it under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, for any reason and without giving one.
Where you cancel within this 14-day period we will refund the full price you paid, including standard outbound delivery, to your original payment method, with no restocking fee. Refunds are issued within 14 days of us receiving the goods back. You are responsible for the cost of returning the item.
Nothing in this policy affects your statutory rights.
Our 30-Day Return Window
Beyond the statutory 14 days, we voluntarily accept returns for up to 30 days from the delivery date, using the date on the carrier's tracking record.
Items returned under this extended window must be:
- Unworn and unwashed
- In their original packaging
- With all tags, labels and protective materials still attached
- In the same condition in which they were delivered
Returns that do not meet these conditions may be refused.
How to Start a Return
Email support@auralde.com with your order number and the reason for your request. We reply within 24 hours on business days with return instructions and the correct return address.
Please use a tracked shipping service and keep your tracking number until the return has been fully processed. Returns sent without prior approval may be refused.
Return Shipping
We do not currently provide prepaid return labels. Customers are responsible for arranging and paying for return shipping. We recommend a tracked service, as we cannot be held responsible for parcels lost in return transit.
Restocking Fee
A £10.00 restocking fee applies only to returns of non-defective items made after the 14-day statutory cancellation period, within our extended 30-day window.
No restocking fee applies to cancellations made within 14 days of delivery, or where the item received was faulty, damaged or incorrect.
Refunds
Once your return is received and inspected, your refund is issued to the original payment method within 5 to 10 business days. This applies to all items, including items bought at a discounted price.
Original shipping fees are refunded in full on cancellations made within 14 days, and where the item received was faulty or incorrect.
Exchanges
We offer exchanges on items that are unworn, unwashed and returned with all original tags and packaging intact. Exchange requests must be made within 30 days of delivery.
Once you provide a valid tracking link for your return, we will arrange the replacement in your preferred size or an alternative product. If the replacement costs less, the difference is refunded to your original payment method. If it costs more, you may pay the difference at checkout.
An item may be exchanged up to two times. If the same item is returned a third time, we may contact you to find a better resolution.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, contact us within 7 days of delivery with your order number and photographs of the product and its packaging. We will arrange a replacement or refund, and cover return shipping.
Non-Returnable Items
For hygiene and quality reasons, we may be unable to accept returns of items that have been worn, washed or altered, items returned without original tags or packaging, or items damaged after delivery. This does not affect your rights in respect of faulty goods.
Failed Deliveries
If an order is returned to us due to an incorrect address, failed delivery attempts or refusal of delivery, the customer is responsible for reshipping costs.
Policy Abuse
We reserve the right to decline returns or exchanges where we reasonably suspect abuse of this policy or fraudulent activity. This does not affect your statutory rights.
Contact
Store: Auralde
Email: support@auralde.com
Phone: +44 7438 696 781
Address: 12 Chantry Close, West Drayton, London, UB7 7FQ, United Kingdom
Opening hours
Monday to Friday: 9:00 AM – 7:00 PM GMT/BST
Saturday and Sunday: 10:00 AM – 4:00 PM GMT/BST
