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FAQs

1. My order was $299+ but the Free Express shipping was not applied

The free express shipping will apply on orders over $299 with code FREEXPRESS. Discount codes don't stack, only one discount code at a time can apply to a single order.

 

2. Issues/ Questions RE: discount codes

Please find all the information regarding discount codes on this page:

https://auraliestudio.com/pages/discount-codes-terms-and-conditions

 

3. Order Cancellations

We can cancel your order per your request. Cancellation incurs 4.9% handling fee and will be deducted from the refund. Alternatively, we can also cancel your order for store credit, in which there are no fees incurred.

 

4. What if I receive a damaged or incorrect item?

If items arrived damaged or the incorrect item was sent, please email us with the photos of the item(s) received and we will rectify the situation free of charge. 

Items that are damaged after try-on or after wear are outside of our control and are not Auralie's responsibility.

 

5. Price Matching Request

If the item you recently purchased is now sold at a lower price on our site, we offer a price adjustment policy within 3 days of the order date. Please note that the exact style and size must be available for purchase when your request is made. We are unable to offer price adjustments to items that were originally purchased on sale or with a promotional code. Price adjustments will be issued as store credit.


If you find an item we offer for a lower price at a selected competitor, we will meet that price at the time of purchase with the following terms and conditions:

  • The item must be identical in color and size 
  • The item must be in stock at a selected competitor and Auralie
  • We are unable to match order-level discounts, gift card promotions or shipping offers
  • We do not offer price match on items from flash sale, non-U.S.-based retailers, as well as "marketplace" prices from third-party resellers, such as The Real Real, Mercari, and the like.
  • We will only make one price adjustment per item
  • Price adjustments will be issued as store credit 
  • Price matching requests can be made within 3 days of order date.
  • When submitting your price match request, please email us your order number, and link to competitor pricing. All price match requests can be submitted to hello@auraliestudio.com.

 

6. Pricing Errors


We work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. In a case where an item's price is higher or lower than the actual price, we will cancel your order of that item and notify you of the cancellation.

 

7. The tracking number shows my package is still in transit/ has been delivered, but I never receive any further updates and never receive the item(s).

Once order(s) have been shipped, Auralie is not responsible if the item is lost, stolen, or damaged in transit, and will not be able to issue a refund or store credit.

However, here are some of the steps you can do about it:

  • Contact the shipping courier, provide them with the tracking number, and state that you are "The Recipient of the Package". Most often than not, they misdelivered to the wrong address and are able to retrieve the package and re-deliver it to you.
  • If the shipment(s) are confirmed to be lost/ stolen/ damaged, a claim needs to be filed to the applicable courier and not to us, as we are not able to assist with filing a claim.