Last updated: Dec 23, 2025
Returns and Refunds Policy
Thank you for shopping with Auraloom. We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the guidelines for eligibility, processes, timelines, and conditions for returns, refunds, and exchanges. Please read it carefully before making a purchase.
Policy Overview
- Return Window: You have 30 days from the date of delivery to request a return for all items in the same order.
- Refund Processing Time: Once approved, refunds are processed within 5-7 business days after we receive and inspect the returned items.
- Return Shipping Costs: Return shipping is paid by the customer, except in cases where the item is defective, damaged, or we sent the wrong item (in which case, we will cover or reimburse return shipping).
Eligibility for Returns
To be eligible for a return and refund:
- Items must be unworn, unused, unwashed, and in the original condition with all original tags, labels, and packaging intact.
- Matching sets (e.g., outfits sold as a set) cannot be returned separately; all pieces must be returned together.
- The return request must include all items from the same order. Partial returns of multi-item orders may not be accepted.
Non-Returnable Items and Conditions
- The following do not qualify for return or refund (except where required by law):
- Items that show signs of wear, damage, alteration, or improper care (e.g., due to washing, self-repair, or modifications).
- Issues related to personal preference, such as dissatisfaction with style, color (due to monitor differences), fabric texture, thickness, loose threads, or raw edges these are not considered quality defects.
- Sizing issues: Please refer to our sizing chart and product measurements before purchasing. Slight variations between items or batches may occur due to design differences. Sizing mismatches due to customer choice are not considered defects.
Return Process
To initiate a return:
1. Contact Us: Email support@auraloom.io within 30 days of delivery with your order number, reason for return, and photos of the item(s) if requested.
2. Authorization: We will review your request (usually within 1-2 business days) and provide return authorization along with our return address and instructions. Do not ship items without authorization.
3. Packaging: Securely package the item(s) in original packaging with all tags attached. Include the return authorization details.
4. Shipping: Send the package via a trackable shipping service. You are responsible for return shipping costs (unless the item is defective/damaged/incorrect, in which case we will reimburse upon approval). We recommend insured shipping as we are not responsible for lost or damaged returns in transit.
Refund Process
- Upon receipt, we will inspect the returned items and notify you of approval or rejection within 1-2 business days.
- Approved refunds will be issued to your original payment method within 5-7 business days.
- Note: Your bank or payment provider may take additional time (up to 10-14 days) to reflect the refund.
- Partial refunds may apply if items are not returned in original condition.
- You will receive an email confirmation once the refund is processed.
If you do not see the refund within the expected timeframe, please contact your bank or payment provider first, then reach out to us for assistance.
Exchange Policy
- We offer exchanges only for defective, damaged, or incorrect items. Contact us within 14 days of delivery we will cover return shipping and send the replacement at no extra cost (subject to availability).
- For size/style exchanges due to customer preference, please return the item for a refund (following the standard return process) and place a new order for the desired item.
For full details on delivery times, costs, and restrictions, please visit our Shipping Policy page.
Contact Information
If you have any questions about returns, refunds, or this policy, please contact us:
Company Name: Aura Loom Limited
Website Name: Auraloom
Email:: support@auraloom.io
Phone Number: +44 7466 044987
Physical Address: 69 Friars Road, London E6 1LJ, United Kingdom
