Refund policy

We have a 30-day return and exchange request window. This means you may request a return or exchange within 30 days after your order has been delivered.

For return, exchange, damaged item, incorrect item, or refund questions, contact Customer Care at aurapearlshop@gmail.com. Customer Care reviews messages on business days in UTC+8 and typically replies within 2 business days.

Return Eligibility

To be eligible for a return, your item should be:

unworn and unused;
in its original condition;
returned with original packaging, tags, cards, and included items when available;
free from perfume, skincare residue, visible wear, or customer-caused damage; and
accompanied by the order number, receipt, or other proof of purchase.

Items that cannot be returned will be stated on the relevant product page.

How To Start A Return Or Exchange

To request a return or exchange, contact us at aurapearlshop@gmail.com.

Please include:

your order number;
the email address used at checkout;
the item name;
the delivery date;
the reason for your request; and
clear photos if the item is damaged, defective, incorrect, or condition-related.

Please wait for Customer Care to approve the request and provide return instructions before sending any item back. Items sent back without approval may not be accepted or may delay review.

Return Address

Aura Pearl does not publish a general return address.

After a return request is approved, Customer Care will provide the return instructions and the approved return address for that specific request. The instructions may include packing requirements, label details, tracking requirements, and the address where the approved return should be sent.

Please send the return within 7 calendar days after receiving return instructions.

Return Shipping

For returns not related to a confirmed quality issue, return shipping is the customer's responsibility.

Please use a tracked return service and keep the shipping receipt and tracking record until the return has been resolved.

For confirmed quality issues, Aura Pearl will take responsibility for the appropriate resolution after review, based on the order details, photos, item condition, and available stock.

Damaged, Defective, Or Incorrect Items

Please inspect your order after delivery. If your item arrives damaged, appears defective, or is not the item ordered, contact Customer Care as soon as possible at aurapearlshop@gmail.com.

Please include your order number, item name, a short description of the issue, clear photos of the item, close-up photos of the issue, and photos of the packaging when relevant.

Customer Care may review the order information and photos before confirming the next step. After review, possible resolutions may include replacement, reshipment, return, or refund, depending on the confirmed issue and available stock.

Exchanges

You may request an exchange within 30 days after delivery. Eligible items should meet the same condition requirements as returns.

Customer Care will confirm whether the exchange can be handled as a replacement or as a return and new order, based on the item, stock, and request details.

For exchanges or returns requested for personal reasons, the customer is responsible for relevant costs, including applicable price differences and shipping costs.

Refunds

After Aura Pearl receives your approved return, the item will be reviewed against the return window, item condition, packaging, included materials, and the approved request.

If the refund is approved, Aura Pearl processes the refund within 7 business days after receiving the returned item.

Approved refunds are returned to the original payment method. The time it takes for funds to appear is controlled by the bank or payment provider and is outside Aura Pearl's control.

If a returned item does not meet the return conditions, Customer Care will review the item and follow up with next steps.

Gift Orders

Gift orders follow the ordinary 30-day return or exchange request window.

A gift recipient should provide the order number or gift receipt if available, the recipient name, and clear product photos when product condition is relevant.

Gift refunds normally return to the original purchaser and original payment method. Customer Care will confirm any exchange price difference before proceeding.