FAQs

1. What is the restocking fee for?

For every order, we are charged a 3.9% Merchant Account Fee plus a 1% payment processing fee by our website host. When the order is returned or canceled (even before it was processed to ship), we do not get any of those fees back, and the website host absorbs the entire 4.9%. We do not make any profits from these restocking fees.

2. Discount Codes Terms & Conditions

• All items purchased with discount code are final sale, and not eligible for return, exchange, or store credit. Exception is for code INTENTIONAL10; orders purchased with code INTENTIONAL10 can be returned.
•  Discount codes cannot be applied retroactively after purchase. Please contact us for assistance should you encounter any problem with discount codes before making the purchase.

3. Order Cancellations

We can cancel your order per your request. Cancellation incurs 4.9% restocking fee and will be deducted from the refund. Please refer to #1 as to why we charge restocking fee. 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 cannot offer price adjustments to items 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
• 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 and Inventory Errors 

We work hard to ensure the accuracy of our inventory and pricing. Despite our efforts, pricing errors and inventory discrepancies may still occur. In a case where one of the above issues arises, we will cancel your order or one of the items in the order and notify you of the cancellation. These cancellations do not render a price match or policy exceptions of any kind.

7. Duty and Customs Fees