Aurēna Terms, Shipping & Returns Policy
Customer Support
For all order-related enquiries, please contact us at support@aurenaworld.com.
To ensure accurate and timely assistance, all customer support is handled exclusively through our official email and customer service channels.
Returns & Exchanges
At Aurēna, every garment is carefully inspected before it is packaged and shipped. Due to the nature of our products, we do not offer refunds.
We offer exchanges only, subject to the following conditions:
- Exchange requests must be made within 3 working days of receiving your order.
- Items must be unworn, unused, unwashed, and returned in their original condition with all tags and packaging intact.
- We reserve the right to decline any exchange that does not meet these requirements.
- Return shipping costs are the responsibility of the customer unless the item received is faulty or incorrect.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must notify us within 24 hours of delivery.
Please email support@aurenaworld.com with:
- Your order number.
- A clear, continuous, unedited video showing the package being opened and the condition of the item.
- A brief description of the issue.
Claims submitted after 24 hours or without an unedited unboxing video may not be eligible for review.
Order Processing
Orders are processed within 3–5 business days before shipment.
Please note that processing time is separate from shipping time. Business days exclude weekends and public holidays.
Certain products may require extended processing times. Where applicable, this will be clearly stated on the product page or during checkout.
During high-demand periods, including sales, promotions, and new collection launches, processing may take 10–15 business days.
Should processing times change unexpectedly, we will communicate with you as soon as possible regarding your order status.
Shipping Policy
International Orders
International orders are shipped via DHL or FedEx.
Shipping times vary depending on the destination country and customs processing.
Orders Within Nigeria
Orders within Nigeria are shipped through trusted local courier partners.
Please ensure that the shipping address and contact information provided at checkout are accurate.
If our courier is unable to reach you after reasonable delivery attempts, your parcel will be returned to Aurēna. Any additional shipping costs required to resend the order will be the responsibility of the customer.
Refused Deliveries
If you refuse delivery of your order for any reason, the shipment will be returned to us.
For international orders, DHL or FedEx charges return shipping fees, which must be paid by the customer before the order can be resent.
If we do not receive a response from you regarding the returned shipment within a reasonable period, the parcel may be deemed abandoned. Once a package is abandoned and disposed of by DHL, FedEx, or our local courier partners, the order is not eligible for a refund or exchange.
Sale Items
All purchases made during sales, promotional events, clearance events, or with discount codes designated as final sale are final sale and cannot be returned, exchanged, or refunded.
Products & Services
Certain products may be available exclusively through our website and may be available only in limited quantities.
While we make every effort to display our products as accurately as possible, we cannot guarantee that your device's display will accurately reflect the colours of our garments.
We reserve the right to:
- Limit the sale of products to any individual, region, or jurisdiction.
- Restrict quantities purchased per customer, household, or order.
- Modify product descriptions, pricing, or availability at any time without prior notice.
- Discontinue any product without notice.
We do not guarantee that products, services, or information obtained through our website will meet every customer's expectations or that any errors on the website will always be corrected immediately.
Orders & Billing
We reserve the right to refuse or cancel any order at our sole discretion.
This may include orders that appear to have been placed by dealers, resellers, distributors, or where fraudulent or suspicious activity is suspected.
Should we need to cancel or amend your order, we may contact you using the email address or telephone number provided during checkout.
Customers agree to provide complete, current, and accurate billing, shipping, and payment information and to update such information whenever necessary.
Website Information
We aim to ensure all information on our website is accurate and up to date. However, information is provided for general guidance only and should not be relied upon as the sole basis for making purchasing decisions.
Occasionally, our website may contain typographical errors, inaccuracies, or historical information that is no longer current.
We reserve the right to correct, modify, or remove content from the website at any time without prior notice.
General Conditions
We reserve the right to refuse service to anyone at any time for any lawful reason.
Except for payment information, which is always encrypted during transmission, you acknowledge that communications over the internet may involve transmission across various networks and may be adapted to meet technical requirements.
You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of our website, services, products, or content without our prior written permission.
Section headings are included solely for convenience and do not affect the interpretation of these Terms.
Changes to These Terms
Aurēna reserves the right to amend, update, or replace any part of these Terms and Policies at any time by publishing the revised version on our website.
It is your responsibility to review these Terms periodically. Continued use of our website following any changes constitutes your acceptance of the updated Terms.
Contact Us
If you have any questions regarding these Terms, your order, shipping, or returns, please contact us:
Email: support@aurenaworld.com