REFUND POLICY

At Aubrey & Colette Austin, we want you to feel confident in every order. If something is not quite right, we will do our best to make it right.

You may request a refund or exchange if your item meets the conditions outlined in our return policy. To qualify, please notify us of your intention to return the item within 14 days of receiving it.

In the case of damaged, defective, or incorrect items, please contact us at support@aubreycolette-austin.com within 48 hours of delivery and include clear photos or videos. Once we have received visual proof, we will gladly arrange a replacement. Without this, we unfortunately cannot proceed with an exchange or refund.

If your parcel has not arrived within 30 days after the purchase date, it may be considered lost in transit. In this case, we will offer a replacement or a partial refund depending on the situation.

To start a return, please email support@aubreycolette-austin.com with your order number and reason for return. We will then provide you with detailed return instructions.

Items must be returned within 14 days of receipt and must be unused, in original condition, and in their original packaging. Returns that do not meet these conditions may not be accepted.

Please note that return shipping costs are the responsibility of the customer. As our fulfilment centers are located internationally, return shipping costs typically range between $20–$30 depending on your location.

Do not return your parcel to the address shown on the shipping label. This is not our return address. Any parcels sent there may be lost and will not be eligible for a refund. Always contact us first to receive the correct return instructions.

Partial returns are accepted. You are not required to return your entire order.

We do not offer refunds or replacements for items that have been used, worn, or are not in their original condition.

Refunds are processed after the returned item has been received and inspected. Please allow 5–7 business days for return delivery, followed by 2 business days for processing. Depending on your bank, it may take an additional 3–5 business days for the refund to appear in your account.

If your parcel is returned to sender due to being unclaimed, incorrect address details, or unpaid customs duties, we cannot be held responsible. In such cases, no automatic refund will be issued.

We do not provide prepaid return labels. All return shipping costs must be covered by the customer.

Refused deliveries are not our responsibility. By refusing a parcel, you accept the risk of the package being lost or unrecoverable.

For any questions or assistance, please contact us at support@aubreycolette-austin.com. We aim to respond within 24 hours. Please include your order number for faster support.