Returns & Refunds

Last updated 15 November 2026

Need a different size or want to return your order? Email useaura.shoes@gmail.com within 30 days of delivery. AURA covers return shipping when you use the return method we provide. There is no shipping charge for an eligible size exchange.

How to start a return or exchange

  1. Email us with your order number, the item you are returning and whether you would like a refund or a different size. For an exchange, tell us the size you want.
  2. We’ll confirm the correct receiving address for your order and send you a prepaid return label or other prepaid return instructions. The receiving location can vary by delivery country and order.
  3. Use the address and return method we send you, and keep your proof of posting. Wait for those instructions before shipping so we can route the parcel and cover the cost.

30-day returns and free size exchanges

For our 30-day returns and size exchanges, try footwear on indoors and keep it unworn outdoors, in its original condition, with any tags and original packaging. These terms also cover discounted footwear. If your requested size is available, AURA covers both sending your pair back and shipping the replacement. If that size is unavailable, we’ll offer a refund or discuss an alternative with you. Statutory consumer rights apply separately.

If your item arrives faulty, damaged or incorrect

Email useaura.shoes@gmail.com with your order number and a description of the issue. Photos are helpful if you can provide them. We’ll explain the next steps and any remedies available to you, and arrange and cover any required return shipping. Your legal rights for faulty or non-conforming goods continue to apply.

For purchases covered by EU consumer law, the legal guarantee for faulty goods or goods that do not match what was agreed lasts at least two years from delivery. Other statutory rights apply where relevant, including in the UK.

Statutory cancellation rights in the EU and UK

For eligible online orders, you generally have 14 calendar days from delivery to tell us you wish to cancel and a further 14 days to send the goods back. To cancel, email us an unambiguous statement with your order details. You may inspect or try on the footwear as you would in a shop. Handling beyond what is necessary to inspect the product may reduce the refund where the law allows. These rights also apply to discounted footwear.

For a statutory cancellation, we’ll refund the applicable payment, including any amount paid for standard delivery where required. In the EU, the refund is generally due within 14 days of being told you wish to cancel. Where permitted, we may wait for the goods or proof of sending them back, whichever comes first. In the UK, when you send the goods back, the refund is generally due within 14 days of receipt or proof of sending, whichever comes first. Local consumer rights take priority wherever they apply.

When you’ll receive a refund

For returns under our 30-day policy, we’ll tell you when we’ve reviewed your return and issue an approved refund within 10 business days, or sooner when required by law. We’ll use your original payment method unless you expressly agree to another method. Your bank or payment provider may need additional time to show the credit.