Refund policy
Thank you for shopping at AURMUSE! We hope you are satisfied with your purchase. If you need to return or exchange an item, we are happy to assist you.
Return Conditions: Items must be returned within 14 days of receipt.
Items must be in their original condition, unworn, unwashed, unaltered, and undamaged, with all original tags and packaging intact.
Items must be accompanied by original proof of purchase (such as order number or invoice).
Customized Items: Please note that all clothing or shoes customized according to customer requests (including uploaded images, added text, and other personalized designs) are for final sale and are not eligible for return, refund, or exchange unless the item has a manufacturing defect or is damaged during shipping. Please carefully review your design before submitting a customized order.
Non-Returnable Items: The following items are generally not eligible for return or refund unless there is a manufacturing defect or shipping damage:
Customized items (as mentioned above).
Gift cards.
Intimate apparel or swimwear (for hygiene reasons, if the original packaging or hygiene seal has been removed).
Return Process:
Please contact us via contact@aurmuse.co.uk, providing your order number and reason for return.
Our team will review your request and provide you with a Return Authorization Number (RMA#) along with detailed return instructions and address.
Please pack the item securely and clearly mark the RMA# on the outside of the package.
You will be responsible for paying return shipping costs unless the return is due to our error (e.g., sending the wrong item or the item is defective). We recommend using a trackable shipping service.
Refund: Once we have received and inspected your returned item, we will notify you by email.
If the return is approved, your refund will be processed within [e.g., 5-7 business days] after receiving the item, and the amount will be automatically refunded to your original payment method.
Please note that your bank or credit card company may require additional time to process and issue the refund.
Original shipping costs are non-refundable unless the return is due to our error.
Exchanges: If you need to exchange an item, we recommend returning the unwanted item and placing a new order for the desired item after the refund is processed. This will ensure you receive your new item faster.
For special exchange requests, please contact our customer service team.
Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at your contact email address within 48 hours of receiving the item, along with a clear photo of the item and your order number. We will assess the issue and provide a solution, which may include a refund, exchange, or replacement.
Contact Us: If you have any questions about our return and refund policy, please contact us at your contact email address or phone number.