Refund policy

We take pride in the craftsmanship behind our high-quality products and trust that you resonate with our values. Should you choose to return an item purchased from us, we kindly ask that you follow the policy outlined below.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging.
To start the return process go to your Account then navigate to Returns page and start the process. Items sent back to us without first requesting a return will not be accepted. If all the conditions are met and the refund is accepted, we will refund you the original price paid + £2.99 for shipping it back to us.

Please note that if you do not have an account with us, an email must be sent at customerlove@aurahale.co.uk

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong order, so that we can evaluate the issue and make it right.

It is your responsibility to ensure that goods are returned in a resalable condition and that they are received by us within 7 days of cancellation. If either of these conditions is not met, then you will not be able to return the goods and/or receive a full refund.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges / change of mind
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.

If you wish to change your order after it has already been packed and sent out, then you will need to start the refund process as soon as you get the order and send back the unwanted items.

Refunds Information
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerlove@aurahale.co.uk.