Refund policy

Returns, Shipping & Service Policy

1. All Sales Are Final
All sales are final. We do not accept returns, refunds, or exchanges, except in cases where your order cannot be fulfilled due to circumstances on our end (e.g., an item is out of stock or unavailable). By placing an order, you acknowledge and agree that all purchases are final.

2. Order Accuracy & Issues
Customers are responsible for reviewing all product details, sizing, and estimated delivery times prior to purchase. If an order issue occurs—such as receiving an incorrect or damaged item—you must notify us within 2 days of delivery, providing your order number and clear photos of the item received. We will assess the issue and, if the error is on our part, work toward a resolution.

3. Extended Shipping Items
Certain items are labeled as Extended Shipping due to international sourcing. These items have longer delivery times, and while we provide average shipping time frames, delivery by a specific date cannot be guaranteed.

Delays may occur due to weather, shipping carriers, customs, holidays, or other unforeseen circumstances. If you require an item by a certain date, you must either:

  • Purchase well in advance, or

  • Contact us prior to ordering to discuss potential options.

By purchasing extended shipping items, you acknowledge the international nature of sourcing and accept that delivery timing is not guaranteed. We are not responsible for delays or for items failing to arrive by a requested date.

4. Packaging, Shipping, and Liability
Every item we ship is recorded and documented prior to shipment. This ensures the item is packaged correctly, in the expected condition, and sent as described.

Once an item is in transit, all liability for loss, damage, or delay falls on the shipping provider, not us. Each package is insured, and customers should contact the shipping provider to file claims for any issues during transit.

Any chargebacks or disputes arising from damage or loss during shipping will be disputed, as Aura Archivable is not liable for issues caused by the courier.

5. Right to Deny Service
We reserve the right to deny service to any customer at our discretion. This includes, but is not limited to:

  • Orders flagged as medium or high risk,

  • Failed verification,

  • Customers exhibiting rude, abusive, or threatening behavior, including threats of chargebacks, and

  • Any other instances deemed inappropriate by our team.

6. Chargebacks & Compliance
We do not accept chargebacks. All orders are final once paid and processed. Any customer attempting a chargeback will have the dispute contested, and our clear policies serve as enforceable proof that all sales are final. Customers violating these terms may be banned from future purchases.

7. Customer Responsibility
It is the sole responsibility of the customer to read and understand these policies prior to purchase. Any failure to review or comply with these policies does not shift liability to us.

8. Limitation of Liability
By purchasing from us, you agree that our liability is limited to the fulfillment of the order as described. We are not responsible for delays, loss, or damage caused by shipping carriers, customs, or external factors.

 

Order Unfulfilled/Cancelled

In certain circumstances, an order may need to be cancelled and fully refunded by us before shipment. (There are no cancellations requests allowed at any point by the customer)

This can occasionally occur with items listed as Extended Shipping. Extended Shipping is clearly stated within the product description and means that the item is not currently held on hand and will be sourced internationally on behalf of the customer.

As part of our sourcing process, all items must meet our quality and condition standards before being dispatched. In some circumstances, we may be unable to fulfil an order due to reasons including, but not limited to:

  • The item failing our quality or condition checks

  • Damage identified before shipment

  • The item not matching the condition or description originally provided

  • The supplying seller failing to dispatch the item

  • The item becoming unavailable during the sourcing process

  • Other circumstances outside of our reasonable control that prevent us from safely fulfilling the order

If we determine that an order cannot be fulfilled, the order will be cancelled by us and a full refund will be issued to the original payment method.

Once a full refund has been processed, please allow up to 10 business days for the funds to appear in your account, depending on your bank or payment provider.

Please note that this policy relates specifically to seller-initiated cancellations where we are unable to fulfil an order. Customer-requested cancellations or refunds are not accepted once an order has been placed and processed, in accordance with our cancellation and returns policies.

Please understand that when handling vintage and pre-loved pieces, circumstances such as these can occasionally arise due to the age, rarity and previous ownership of the items. We sincerely apologise if your order is affected and regret any disappointment or inconvenience this may cause. However, we would never want to dispatch an item that does not meet our quality standards or the expectations set when you placed your order. We would always prefer to cancel and fully refund an order rather than knowingly send a piece that we do not believe meets those standards.

If your order is cancelled by us, you are always welcome to contact us should you require any assistance regarding your refund.