Refund policy
Returns & Refunds
Last updated: 1 April 2025
We want you to love every Aura piece. If something isn't right, we offer free returns within 30 days of delivery — no questions asked.
Overview
Our returns policy applies to all purchases made on aura-co.com. For purchases made through third-party stockists, please refer to their own returns policy.
| Type | Window | Cost |
|---|---|---|
| Standard return (UK) | 30 days from delivery | Free |
| Exchange (UK) | 30 days from delivery | Free |
| International return | 30 days from delivery | Customer's cost |
| Faulty or incorrect item | Any time | Free |
Eligibility for Returns
To be eligible for a return, your item must be:
- Returned within 30 days of the delivery date
- Unworn, unwashed, and in its original condition
- With all original tags attached
- In its original packaging where possible
- Free from perfume, makeup, deodorant, or any other marks
Non-returnable items
- Items marked as Final Sale at the time of purchase
- Items that show signs of wear, washing, or alteration
- Earrings and other pierced jewellery for hygiene reasons
- Gift cards
How to Return
How to Return:
1° Access our official email: theauraofficial10@auracofficial.com and enter your order number and an alternate email address, if you have one.
2° Select the items you wish to return and the reason for the return.
3° Print your prepaid return label from Royal Mail (UK customers only) and Pace Global Logistics (USA customers only).
4° Pack your items securely and attach the label to the outside of the package.
5° Deliver your package to any post office or Royal Mail collection point. We will send the location for receiving your Aura item to your e-mail.
6° You will receive a confirmation email once your return has been received and inspected.
We recommend keeping your proof of postage until your refund has been processed. Aura & Co cannot be held responsible for returns lost in transit without proof of postage.
Refunds
Once your return is received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method:
- Credit/debit card: 3–5 business days after processing
- PayPal: 1–2 business days after processing
- Klarna: your Klarna balance will be updated automatically
- Gift card: refunded as store credit to your Aura & Co account
Original delivery charges are non-refundable unless the item is faulty or incorrectly dispatched.
Exchanges
We offer free exchanges for a different size or colour, subject to availability. To request an exchange, follow the returns process above and select "Exchange" as your reason.
Exchanges are dispatched within 2–3 business days of receiving your return.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 14 days of delivery at: theauraofficial10@auracofficial.com
with your order number and a photograph of the issue. We will arrange a free return and send a replacement or issue a full refund at no cost to you.
International Returns
International customers are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be responsible for parcels lost in transit. Please mark your parcel clearly as "Returned Goods" to avoid customs charges.
Please note that any original customs duties or taxes paid are non-refundable by Aura & Co — you may be able to reclaim these directly from your local customs authority.
Contact Us
Customer Care — Aura & Co
Available Monday – Friday, 9am – 5pm GMT
Email: theauraofficial10@auracofficial.com
We aim to respond to all enquiries within 24 hours on business days.