Shipping Policy

• United Kingdom : 7 - 10 working days
• United States : 7 - 12 working days
• Australia : 10 - 15 working days
• Canada : 10 - 15 working days
• Europe : 7 - 15 working days
• Rest of the world : 10 - 15 working days

Shipping information

Please note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines. All orders are subject to tracked delivery. All orders take 1 - 4 working days to be processed.

Late or lost orders

When placing your order please make sure that you specify the correct delivery address as Aurora Souls take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.

Countries we don’t ship to

Unfortunately we cannot ship to all countries. We are unable to ship to:

• China

Returns

We offer a 30 day exchange or refund guarantee. This 30 day window begins after an order has arrived with the customer.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 30 day exchange or refund window has passed will be returned to the customer.

How do I request an exchange or refund?

• Please check our Refund Policy and follow the instructions

To qualify for a refund or exchange:

• Items must be unworn (apart from trying on).
• All tags and packaging must be included.

Items that do not meet these requirements are not eligible.

Exchange Policy

You may exchange your purchase within 30 days of the items arriving. Please note all items must be unworn with original packaging in order to receive an exchange.

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

Refund Policy

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. We will refund your order to the original payment method once it has been processed at the warehouse.

• Please be aware this can take 7-14 days after the order arriving. You will be notified once a refund has been made.
• We are unable to refund purchases to a different payment method than the one used to purchase the items.

Additional costs

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.

Faulty items

In the event you have received a faulty item, please contact support@aurorasouls.com within 30 days of the item(s) arriving. Please include the following information:  

• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence