What happens if my order is lost or arrives damaged?

If an item arrives damaged, please reach out to us via email within 48 hours of receiving the goods. We'll guide you on whether a return is needed. Also kindly provide photos of the damage, as this can help us resolve the issue more quickly.

For faulty or incomplete items, please inform us within 72 hours of receipt, either by email, post, or through the Contact Us page on our website. For international orders, we’ll offer a refund for any faulty items instead of a replacement.

How long do I have to be able to return an order?

We have a 14-day return policy, which means you have 14 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, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can request for an order at AurelixUK@gmail.com

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 to 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 as well.

If more than 15 business days have passed since we’ve approved your return, please contact us at aurelixuk@gmail.com.

Feel free to get in touch with us at AurelixUK@gmail.com for any questions, concerns, or assistance you may need. We're here to help and look forward to hearing from you!