Refund policy
AURGLENA Return & Refund Policy
At AURGLENA, each piece is created with intention, and we want you to feel confident when ordering from us. Many of our products are made to order specifically after an order is placed. Please review this policy carefully before completing your purchase.
Made-to-Order Products
Many AURGLENA products are produced specifically for each customer after an order is placed.
Because of the made-to-order nature of these products, we generally do not accept returns or exchanges for:
- Change of mind
- Ordering the wrong size
- Ordering the wrong color or product
- Incorrect information provided by the customer when placing the order
Please review the product description, size guide, selected color and size, shipping address, and other order details carefully before completing your purchase.
This does not affect your rights where a return, refund, replacement, or other remedy is required by applicable law.
Damaged, Defective, Misprinted or Incorrect Items
If your order arrives damaged, defective, misprinted, or you receive an item different from what you ordered, please contact us within 30 days of delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photographs showing the item and the issue
- Photographs of the packaging where relevant
Once the issue has been reviewed and approved, we will provide an appropriate resolution. Depending on the circumstances, this may include a replacement or a refund at no additional cost to you.
Please do not return an item unless AURGLENA specifically instructs you to do so. In many cases involving a confirmed damaged, defective, misprinted, or incorrect item, a physical return may not be required.
If we require the return of an item because of a confirmed error, defect, or incorrect fulfillment, we will provide return instructions and will not require you to bear the return shipping cost.
Sizing
Because our apparel is made to order, we generally cannot provide a return, refund, or exchange when the customer selected the wrong size.
Please carefully review the size guide available on the relevant product page before placing your order.
If the product you receive materially differs from the size specifications stated for that product, please contact us within 30 days of delivery so we can review the issue.
Cancellations and Order Changes
Orders may begin processing shortly after they are placed.
If you need to request a cancellation or change, please contact us immediately at support@aurglena.com.
We will make reasonable efforts to assist you, but we cannot guarantee that an order can be cancelled or changed once it has entered production or fulfillment.
If we are able to successfully cancel an order before production or fulfillment begins, any approved refund will be issued to the original payment method.
Refunds
When a refund is approved, AURGLENA will issue the refund to the original payment method used for the purchase.
We generally process an approved refund within 5 business days after approval. After the refund has been issued by us, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
The exact time required for the refund to appear depends on your financial institution or payment provider.
Lost or Missing Packages
If your package appears to be unusually delayed or lost in transit, please contact us at support@aurglena.com with your order number and available tracking information.
We will review the situation and, where appropriate, work with our fulfillment partner or shipping carrier to determine the available resolution.
If tracking shows that the package was delivered but you cannot locate it, please first check the delivery location, household members or neighbors where appropriate, and contact the shipping carrier. If you still cannot locate the package, contact us and we will assist where reasonably possible.
Return Method
Do not mail products to AURGLENA, our fulfillment partner, or any address without first contacting us and receiving return instructions.
Because most AURGLENA products are made to order, unauthorized returns may not be accepted or processed.
If a return is required for an eligible issue, we will provide the appropriate instructions after reviewing your request.
Exceptions and Consumer Rights
Nothing in this policy is intended to limit or exclude any rights or remedies available to you under applicable consumer protection laws.
Where applicable law provides additional cancellation, return, refund, replacement, or other statutory rights, those rights will apply.
Contact Us
For questions about returns, refunds, damaged or defective items, cancellations, or other order issues, please contact:
Email: support@aurglena.com
Please include your order number and any relevant details or photographs so we can assist you efficiently.