Lovely. Unexpected. By chance.
Policies at Aurora
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
Our Refund and Return Policy
Everything You Need to Know
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.
The following items are exempt from being returned:
- Gift cards
- Intimate wear
To complete your return, please send an e-mail to infovioletdes@gmail.com. Attach a copy of your electronic receipt and proof of payment, together with your reasons for returning the item. Please do not send your purchase back before contacting our refunds department, as it will not be accepted and a refund will not be processed.
If a purchase gets returned without following the aforementioned directions, Aurora cannot be held liable for any loss or damage incurred by yourself.
There are certain situations where no refunds will be granted:
- Clothing purchased in the incorrect size. These items can be exchanged for the correct size, by way of contacting the returns department on infovioletdes@gmail.com. The necessary directions will be provided upon receipt of your communication.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
To return our product, you should mail your product to the address provided when your refund dispute has been finalized.
You will be responsible for paying your own delivery costs for returning your item. Delivery costs are non-refundable.
If you receive a refund, the cost of return delivery will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are delivering an order over R500.00, you should consider using a trackable delivery service or purchasing the necessary insurance.
We don't guarantee that we will receive your returned item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will be made via EFT. Please ensure that we have all of your contact details as we will telephonically contact you to ensure that the banking details you have provided are correct and belong to you. The refund will occur within 5 working days from confirmation of your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at infovioletdes@gmail.com.
Sale items
Only regular priced items may be refunded or exchanged, unfortunately sale items cannot be refunded or exchanged.
Exchanges
We only replace items if they are defective or damaged, however, items that are damaged due to no fault of Aurora will not be exchanged. Items of the incorrect size can be exchanged for the correct size. Should an item for exchange be out of stock, the customer can be added to the pre-order list and receive their exchange when new stock arrives or they can choose another item to the value of the already purchased item. If you need to exchange it for the same item, send us an email at infovioletdes@gmail.com.
Cancellation Policy
Everything You Need to Know
All orders may be cancelled within 24 hours of being paid.
Cancellation of an order 24 hours after being made will not be accepted and such orders will not be eligible for refund either. A refund will only be applicable if it meets the requirements set out in our refunds and returns policy.
Aurora cannot be held liable for any damage or loss suffered by the customer for failing to cancel an order within the 24-hour time frame.
Items ordered to specific customer measurements cannot be cancelled as the item is made to fit that specific customer and therefore the item cannot be sold to someone else.
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Items ordered via the dropshipping catalogue cannot be cancelled.
Any disputes relating to Aurora's cancellation policy may be sent to infovioletdes@gmail.com.
Pre-Order Policy
Everything You Need to Know
Pre-ordered items are not yet in stock in Aurora's warehouse. These items are in transit and therefore delivery times may take between 15 - 20 working days (this excludes the local delivery time. Please refer to our FAQ's regarding delivery time of in stock items). The customer will be informed regularly of the delivery status of their item.
Delivery delays
Delivery time may be affected due to Covid-19 regulations, internationally and locally.
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Delivery of your item may be affected if there is damage to stock of a certain shipment. If this occurs, Aurora will notify the customer and attend to a refund, alternatively, the customer may elect to receive another item from Aurora's range at a similar price.
Cancellation of pre-ordered items
Pre-ordered items are subject to Aurora's standard cancellation store policy. To find out more please read our cancellation policy.
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Refunds and returns of pre-ordered items
Pre-ordered items are subject to Aurora's standard refunds and returns policy. You can read more about our refunds and returns policy which is found on our policy page.
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Privacy at Aurora
Trust Us with Your Information
Your privacy is important to us and we believe in keeping it to ourselves. Please read our privacy policy created to protect you and our company.
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Collection of personal information
The only time we collect your personal information is when you complete the subscription form to receive market related materials and when you purchase a product from us.
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What happens to my information once collected?
Your information is captured and stored externally for the purposes you agreed to at the time of providing the information i.e. to receive marketing material or to fulfill an order.
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Is my information shared?
We do not share or sell any of our customers' information. You've entrusted us with your information and we will ensure to keep it private and confidential.
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How long is my information kept?
If you've subscribed to receive our marketing material, then your information will be kept as long as you are subscribed to our mailing list. Information gathered from purchases are kept for up to 3 months and thereafter discarded from all our records.
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When is data collected from clients?
When you complete the subscribe form on our website and when you make a purchase from us.
Why is information collected when a purchase is made?
We only collect your personal information to ensure that we are able to contact you in the event of defects of products, refunds or payment related enquiries. We will not send you marketing related materials unless you have subscribed to our mailing list.
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What information is collected?
We do not collect identity numbers, bank details or any other sensitive information. We simply collect your name, e-mail address, delivery address (in the event of a purchase), telephone number and clothing sizes.
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IMPORTANT INFORMATION: By purchasing any item from our company you agree to provide us with certain information to complete the purchase and that such information may be stored for up to 3 months on our database. You consent to us contacting you at any time during this period should there be a need for additional contact. By subscribing to our mailing list you agree to receive correspondence from us relating to new items, sales and any other relevant information relating to the operation of our business. You further agree that we may store the information you provided upon subscription until such time as you unsubscribe to our mailing list.
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Should you have any further queries about our privacy policy you can contact us on infovioletdes@gmail.com.