REFUND & EXCHANGE POLICY

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.  No Refund.  Read below for details....

Return Policy

IMPORTANT: With limited exceptions, returns are refunded via store credit in the form of a Aura Lilly E-Gift Card. Aura Lilly does not issue store credit for the original shipping charges.

 

All items with prices ending in $ .00, .96, .97, and .98 are considered Final Sale and cannot be returned for store credit.

Final Sale Items:

All items ending in $.00, .96, .97, and .98, t-shirts, tank tops, crop tops, dresses, bodysuits, swimwear, undergarments, beauty products, cosmetics, accessories, and "Party Wear" (such as Halloween costumes) are considered Final Sale, non-returnable and cannot be returned for Store Credit. 

Can I exchange items?

We do not offer exchanges but we welcome you to return your item(s) by mail in accordance with our Return Policy by using our Online Returns Portal . You have the option to repurchase the item(s) in your desired size and/or color. 

Prepaid Return Labels:With limited exceptions, we do not provide prepaid return labels; you are responsible for covering shipping costs to return.

With limited exceptions, we do not provide prepaid return labels; you are responsible for covering shipping costs to return.

 

Online Returns Policy

 

  • U.S. Domestic - Please access our Online Returns Portal and start the returns process by purchasing a shipping label directly from us! For step-by-step instructions on how to return using the Returns Portal, please click here.

  • International - Click here for information on how to return your items back to Fashion Nova.

 

Please be sure to send us your item(s) back in full accordance with our Return Policy:

 

  • Items must be sent back within 30 days of the delivery date. 

  • Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear, and returned in their original packaging.

  • Items must be free of stains, makeup, deodorant, or wear.

  • Bodysuits, swimwear, undergarments, beauty products, cosmetics, and accessories are non-returnable.

  • All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.

  • When sending back items from multiple orders, you must fill out an order packing slip for each applicable order.

  • All returns are refunded via store credit in the form of a Fashion Nova E-Gift Card.

  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

  • Returns are processed within 5-7 business days after your item(s) are delivered to us.

  • Damaged, defective, or incorrect items must be reported within 7 days of delivery. 

  • Return drop-offs are not accepted at our office.

 

Returned-to-Sender & Refused Packages

  • This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.

  • Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.

  • We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

  • We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

 

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"

  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or

  • Potential fraudulent or criminal activity.May be review and reported to police and/or financial institution.

 

Similarly, we reserve the right to refuse service (online) to any customer or entity, due to similar actions as noted above.

Non-Fashion Aura Lilly's items sent to our Distribution Center will be discarded upon receipt.


Helpful Hint: Aura Lilly is not responsible for returns until they reach our Distribution Center in Richmond, VA. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Aura Lilly will not issue store credit for your returns.

 

Store Exchanges

We do not have store for you to complete your exchange. We can't ensure the style/size required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, we are unable to accommodate exchanges. You will have to make a new order for the item. 

 

Exchanges for Online Purchases

Presently, we do not accommodate exchanges for purchases made online as we cannot guarantee the item purchased will be in-stock in the size or style desired.

Damaged/Defective/Incorrect Items

Should you receive a damaged, defective, or incorrect item, contact our Customer Care team via the Online Request Form. Once we receive your request, we will be in contact with you to address and resolve the issue.

 

 

Returning By Mail

For U.S. Domestic customers, we recommend that you return using our Online Returns Portal. For International customers, you may return by mail. To return by mail - Use your order packing slip to return by mail with the carrier of your choice. All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing. 

Mail your return items to our Returns Department at the address stated below:

 

Aura Lilly

P.O. Box 1234

Example, VA 23059

 

 

Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Distribution Center. Once your return is fully processed, we will issue you store credit in the form of a Aura Lilly E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!

I need to return items purchased with a E-Gift Card, how will I get my Store Credit?

What if I want to return an item(s) I purchased with an E-Gift Card/Gift Card?
Keep your Gift Card or E-Gift Card until you receive your order and are sure you are satisfied with your purchase.

You can return items purchased with Gift Cards or E-Gift Cards in accordance with Aura Lilly’s full Online Returns Policy.

The Gift Card or E-Gift Card used will be credited for the total amount paid for the returned items, minus the original shipping charges.


Can I return an E-Gift Card/Gift Card I purchased?
Gift Cards and E-Gift Cards are final sale items and thus cannot be returned for refund or exchanged unless required by law. Gift Card and E-Gift Card funds are not transferable to an unauthorized third party or vendor. Gift Cards and E-Gift Cards have no expiration date.

Where is My Refund?

Does Aura Lilly offer Refunds? 

Refunds are issued to the original form of payment used on an order in the event that your order: 
 

  • Is canceled 

  • One or more of your items sold out since your order was processed

  • You received a damaged, defective or incorrect item

My tracking shows delivered but I don’t have my package, what do I do? 

Before reporting non-receipt of a package, please be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered.

 

If your package is still lost or missing, you must contact us within 10 days to file a claim. We will be more than happy to assist you in working with the carrier to complete the claims process.

 

Please reach out to Customer Care, be prepared to provide the information below and submit a case HERE.

  • Order Number

  • Tracking Number

  • Delivery/Shipping Address,

  • Description of Events Leading to Claim Having to be Filed

  • Reason for Claim

  • Claim Amount (amount of order)

Aura Lilly does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. If you would like to review additional details regarding our Shipping Policies please click HERE.

What if my package is Returned to Sender or Refused, what do I do?

What are some of the reasons my package would be Returned-to-Sender? 

(1) An address is invalid or missing information,
(2) The carrier is unable to deliver your package, or
(3) The order is refused by the customer at time of delivery.


What happens once my Returned-to-Sender package is received by the Distribution Center? 
Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.

Are we able to make changes to your order once they have been placed? 
No. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Please click HERE for our Return Policy details! 

Returned by Customer - It is best to advise to contact us before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If we do not accept returns or offer size exchanges, you would need to place a new order at your expense for a face mask or a product in another size.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Aura Lilly LLC. reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.