Refund policy

Returns & Refunds

We want you to be happy with your purchase from Aurora Fashion.

Change of mind returns

If you purchase from us online, you have 14 days from the date you receive your order to notify us that you wish to return it. Once you have notified us, you must return the item within 14 days.

To be eligible for a change-of-mind return, the item must be returned in the same condition in which it was received.

Brand-new items must be unworn and unused, with all original tags, packaging and accessories included where applicable.

Pre-owned items must be returned in the same condition in which they were supplied. Any wear, marks, alterations or imperfections clearly disclosed in the original product description or photographs are considered part of the item’s stated condition.

Customers are responsible for the cost of return postage for change-of-mind returns. We recommend using a tracked service, as the item remains the customer’s responsibility until it is received by us.

Custom and personalised items

Items that have been customised, altered or personalised specifically at the customer’s request cannot normally be returned for a change of mind.

This does not affect your rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as possible with your order number and photographs where appropriate.

Where an item is faulty or not as described, your statutory consumer rights apply and we will provide an appropriate remedy in accordance with UK consumer law.

Refunds

Once a return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be returned to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

Where you exercise your statutory right to cancel the whole order, we will also refund the standard outbound delivery charge where required by law. Any additional amount paid for an upgraded or express delivery service may not be refundable.

Condition of returned items

Customers may inspect an item as they reasonably would in a physical shop. We may make an appropriate deduction from a refund where an item has been handled beyond what is reasonably necessary and its value has been reduced.

Exchanges

As many Aurora Fashion products are one-off pieces, pre-owned items or limited-stock products, we cannot guarantee that an exchange will be available. Where possible, we will be happy to help.

How to request a return

Please contact us through the Contact Us page on our website or by email, quoting your order number and the item you wish to return.

Nothing in this policy affects your statutory rights.