All consumers who purchase from this website are entitled to the right of return. This right is valid for 30 days from the date of delivery. To exercise this right, the consumer must send a clear statement of intent to return via email to info@auroraveilbags.com within 30 days.
Subsequently, the consumer must choose a suitable shipping method to return the goods within 30 days. Returned items must be in their original packaging, intact, with all accessories included, and properly packaged for shipment to the seller's address. It is recommended to insure the package against theft or damage during transit. We do not accept cash on delivery (COD). Return shipping costs are borne by the consumer.
Once the seller receives the return and confirms the item is intact, a refund will be issued within 12 working days using the original payment method.
Please note: Once production has started, orders cannot be canceled, modified, or refunded as the item is being produced specifically for the customer (Article 59(1)(c) of the Consumer Code).
If you are not completely satisfied with your purchase, you may exchange it within 30 days of receipt. Please contact our customer service team via SMS at +44 7869011987 or email info@auroraveilbags.com with your order number and the item you wish to exchange. We will respond within 48-72 hours.
Note: We do not accept exchanges for customized items (e.g., custom sizes, embroidery, etc.).
Upon receiving exchange instructions, please place the item back in its original packaging, including the box, dust bag, and packing materials. Contact your trusted courier and choose an insured shipping method for the return. Alternatively, you may use our courier service (available for exchanges only), with fees depending on package size. In this case, we will send you a label to print and attach to the package, and our courier will collect it.
To find the nearest return address, please contact our customer service team at info@auroraveilbags.com. We will provide you with the appropriate address.
If an item is defective, incorrect, or damaged, please contact us within 48 hours. Our company has 30 days from the date of receipt to arrange collection. Please contact customer service via SMS at +44 7869011987 or email info@auroraveilbags.com, including your order number.
After receiving return instructions, please return the item in its original packaging (including box, dust bag, and materials). If the item has been in your possession for more than 5 days, it is considered used, and we will not issue a refund or exchange.
Note: If an item arrives damaged or incorrect, we will reship it for you. You may only process a return if the item is defective again, provided it is not a customized item.
• Delivery times for exchanged products may vary depending on your location.
Note: Aurora Veil does not accept refund requests from customers who have not yet received their order. If a customer no longer wants a purchased item for any reason, they must wait for delivery and adhere to the terms listed here.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@auroraveilbags.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. You will be responsible for paying for your own shipping costs for returning your item.
Aurora Veil strives to ensure maximum transparency for our customers. However, please be informed that we accept no liability for any damage to the box or outer packaging upon delivery, or for any odors found on the packaging or parcel.
These conditions are unrelated to the products or materials used by Aurora Veil and depend entirely on the logistics processes and operations of the courier companies responsible, which may include:
Regrettably, these situations are beyond our control and do not constitute product defects. If the outer packaging is damaged or in an abnormal condition upon delivery, you must file a claim directly with the courier company, who bears full responsibility for any damage to the packaging.
Aurora Veil remains available to assist customers with such matters, but we cannot intervene or replace the product if the damage is limited to the outer box or caused by transport.