Refund policy
Processing Your Order
We know you are excited to receive your items, and we always aim to process orders as quickly as possible. Under normal circumstances, orders are prepared and dispatched within 1–3 business days after the order has been placed.
Please note that during high-volume periods, anniversary sales, promotional campaigns, seasonal events, or unexpected supply chain delays, processing and delivery times may take longer than usual. All delivery timeframes shown on our website are estimates and may vary depending on the destination country, carrier handling, customs processing, and local delivery conditions.
During our Anniversary Sale or other promotional events, increased order volume may cause processing and delivery to take slightly longer than usual. We always do our best to dispatch every order as quickly as possible, but delivery timeframes during these periods should be seen as estimates rather than guaranteed dates.
Order Cancellations
Once an order is placed, our system begins processing it as quickly as possible. If you wish to cancel your order, please contact us within 1 hour of placing the order through our official contact page.
Cancellation requests made within this timeframe are not guaranteed, but we will always do our best to assist. Once an order has entered processing, has been packed, dispatched, or handed over to the carrier, it can no longer be cancelled or modified.
If a cancellation request is approved after the order has already entered processing, a cancellation fee may apply. This fee covers payment processing costs, administrative handling, warehouse preparation, and any fulfillment work that has already started.
Shipping costs, priority processing fees, cancellation fees, and any optional protection services are non-refundable once the fulfillment process has started.
30-Day Return & Exchange Policy
Our Guarantee
We want you to love your purchase. If you are not completely satisfied with your item, you may request a return within 30 days from the date your order was delivered.
To start a return, please contact us through our official contact page. Items sent back without first requesting and receiving return approval may not be accepted.
Return Eligibility
To qualify for a return, the item must be returned in its original condition. This means the item must be unworn, unused, undamaged, and returned with all original packaging, tags, hygiene seals, and accessories included.
Customers are responsible for the return shipping costs unless the item received was damaged, defective, or incorrect. We recommend using a tracked shipping method, as Aubrielle House is not responsible for return packages that are lost or damaged in transit.
Promotional Items, Sale Items & Free Gifts
Items purchased during a sale, promotional campaign, anniversary event, or with a discount code may be subject to different return conditions, depending on the offer shown at the time of purchase.
If your order included a complimentary gift, promotional item, or free anniversary gift, this item must also be returned in unused condition if the main order is returned. If the gift is not returned, the retail value of the gift may be deducted from the final refund amount.
Damages & Order Issues
Please inspect your order as soon as it arrives. If you receive an incorrect, damaged, or defective item, please contact us through our official contact page within 48 hours of the carrier’s marked delivery time.
To help us resolve the issue quickly, please include your order number, a clear description of the issue, and photos or videos of the item and packaging. Claims submitted after this 48-hour window may be more difficult to verify and may not qualify for a replacement or refund.
Refunds
Once your return has been received and inspected, we will notify you whether your return has been approved.
If approved, your refund will be processed within 10 business days. Please note that it may take additional time for your bank, payment provider, or credit card company to post the refund to your account.
Original shipping charges, priority processing fees, cancellation fees, and optional package protection fees are non-refundable.
Depending on the nature of the return, the condition of the item, and the promotional terms of the order, refunds may be issued to the original payment method or as store credit.
Refused Deliveries, Unauthorized Returns & Disputes
If a package is refused at delivery, returned without approval, or sent to an incorrect return address, any shipping, handling, return, cancellation, or restocking costs may be deducted from the final refund amount.
If you have any issue with your order, please contact our support team first so we can help resolve the matter as quickly as possible. We are always here to assist and find a fair solution.