Refund & Returns Policy

Last updated: 1 August 2026

We want you to love what you ordered. You have 30 days from delivery to return any undamaged item for a full refund — no reason required, no questions asked.

Your rights under Australian Consumer Law come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day change-of-mind policy below is offered in addition to those rights. Nothing on this page limits them.

1. Unconditional 30-day returns

Return any item within 30 days of delivery for a full refund or an exchange. You do not need to give us a reason. Changed your mind, wrong size, the colour was not what you pictured, it simply did not suit — all of it qualifies.

The only requirement is that the piece comes back undamaged and in resaleable condition:

• Not worn out, washed, altered or damaged.
• Free of makeup, deodorant, fragrance, pet hair and smoke.
• Any hygiene liner still in place on intimates and swimwear.
• You have your order number.

Trying a piece on is fine and expected — that is what the 30 days are for. Tags being detached will not by itself void a return, provided the garment is otherwise undamaged. Please keep the original packaging where you can; it helps the piece arrive back in one piece.

2. The few things we cannot take back

For hygiene and safety reasons only, we cannot accept a change-of-mind return of:

• Underwear, lingerie, bodysuits and swimwear where the hygiene liner has been removed
• Earrings and other pierced jewellery
• Gift cards
• Items altered or personalised at your request

These exclusions do not apply where an item is faulty, damaged on arrival, not as described, or otherwise fails a consumer guarantee — those are always covered, without exception and without a time limit tied to this 30-day window.

3. How to return an item

1. Request it. Email [email protected] with your order number, the item(s) you are returning and the reason, or start it from your account under Orders. Faulty item? Attach clear photos — that usually saves a step.
2. Get your authorisation. We reply within 1 business day with a Return Authorisation number and the return address.
3. Pack it. Include the RA number inside the parcel. Use the original packaging where possible so the item arrives in resaleable condition.
4. Send it. Post to:
   AURELLE Returns
   [to be confirmed]
   Use a tracked service and keep the tracking number — until we receive it, the parcel is your responsibility.
5. We inspect and process. We assess the return within 3 business days of arrival and email you the outcome.

Returns sent without a Return Authorisation number may be delayed. Please do not send anything back before contacting us.

4. Who pays return postage

5. Refunds

• Approved refunds are issued to the original payment method only — the card or PayPal account you paid with. We cannot refund to a different card, to a bank account, or as cash.
• We process the refund within 2 business days of approving your return. Your bank or PayPal then takes 5–10 business days to show it in your account. That last step is controlled by your provider, not by us.
• You are refunded the amount you actually paid for the item. If you used a discount code, the discount is not refunded as cash.
• If a refund brings your order below the A$150 free-shipping threshold, the original shipping cost is deducted from the refund.
• The refund appears on your statement against the descriptor “AURELLE”.
• Refunds are made in AUD. If your card is in another currency, your issuer converts at their rate on the refund date, which may differ from the rate on the purchase date. Any difference is set by your issuer, not by us.

6. Exchanges

We exchange for a different size or colour of the same style within 30 days, subject to stock. Follow the return steps above and tell us the size or colour you want. We ship the replacement free of charge once your return arrives. If the item you want is no longer available we refund you instead.

7. Faulty or damaged items

If an item arrives damaged or develops a fault, contact us with photos as soon as you notice. We will assess it and — depending on whether the failure is major — repair, replace or refund it, and we cover postage both ways. This applies for a reasonable period after purchase having regard to the price and nature of the garment, and is not limited to 30 days.

Normal wear and tear, damage from misuse, and damage caused by failing to follow the care instructions on the garment label are not faults.

8. Order cancellation

We usually dispatch within 1–2 business days, so contact us quickly if you need to cancel. If your order has not been dispatched we cancel it and refund you in full. If it has already been dispatched, treat it as a return once it arrives.

We do not sell subscriptions or recurring plans, so there is no recurring billing to cancel.

9. Parcels not delivered or lost in transit

If tracking shows delivered but you have not received the parcel, check with your household and neighbours and with your local post office, then contact us within 7 days. We will open an investigation with the carrier. If a parcel is confirmed lost in transit we replace or refund it at no cost to you.

10. Before you dispute a charge

If you are unhappy with a charge, please contact us first at [email protected] or through the live chat on any page. We can almost always resolve it faster than a bank chargeback or a PayPal dispute, and it avoids your funds being held while the case runs.

11. Contact us about a return

Email: [email protected]
Live chat: bottom-right of any page, during support hours

Hours: Monday to Friday, 9:00 am – 5:00 pm AEST (excluding Victorian public holidays)
Returns address: [to be confirmed]