We're here to make your AuraXclusive experience as straightforward as possible. Find information about shipping, returns, sizing, tracking and your order below.
If you still need help, please contact our Customer Care team through our Contact page.
Shipping & Delivery
Orders are processed before being dispatched by our fulfilment partners. Processing times may vary depending on the item, order volume and destination.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Delivery timeframes are estimates and may vary depending on your location, carrier delays, customs processing, public holidays or other circumstances outside our reasonable control.
Multiple-Item Orders
Some products may be fulfilled separately. If your order contains multiple items, they may arrive in separate packages or at different times.
Where available, tracking information will be provided for each shipment. You will not be charged additional shipping simply because your order is delivered in multiple packages.
International Orders
International orders may be subject to customs processing, import duties, taxes or other charges imposed by the destination country.
Where these charges aren't collected at checkout, they may be the responsibility of the recipient.
Returns & Refunds
We accept eligible change-of-mind returns requested within 14 days of delivery.
To qualify for a change-of-mind return, items must be unworn, unused, in their original condition and have any original tags attached.
Customers are generally responsible for return shipping costs for change-of-mind returns.
Please contact Customer Care before sending a return so we can provide the appropriate instructions.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, significantly different from its description or you receive the incorrect item, please contact us as soon as reasonably possible.
Include your order number, a description of the issue and clear photographs or video where appropriate.
Where you are entitled to a remedy under the Australian Consumer Law, we will provide an appropriate remedy in accordance with your applicable rights.
Nothing in our returns policy excludes or limits rights that cannot legally be excluded under Australian Consumer Law.
Refunds
Once an eligible return has been received and inspected, we'll notify you of the outcome.
Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to process the refund after it has been issued.
Size & Fit
Sizing and fit can vary between different styles and silhouettes.
We strongly recommend checking the size guide provided for the individual product before ordering rather than relying solely on your usual size.
Where measurements are provided, compare them with a similar item you already own and like the fit of.
Measurements may vary by approximately 1–3 cm due to manual measurement.
For a more relaxed or oversized fit, consider sizing up where appropriate.
Track Your Order
Once your order has been dispatched and tracking becomes available, you'll receive a shipping confirmation email with your tracking information.
You can also use our Track Order service to view the latest available updates.
Please allow some time after receiving your tracking number for the carrier's tracking system to update.
If your tracking hasn't updated for an extended period or you believe your parcel may be delayed, contact Customer Care and we'll assist you.
Order Changes & Cancellations
Need to change your delivery details, size or cancel an order?
Contact us as soon as possible after placing your order.
We'll do our best to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered processing or has been dispatched.
Please double-check your delivery address, products and sizing before completing checkout.
Frequently Asked Questions
Where is my order?
Once your order has been dispatched, we'll send you tracking information by email. You can also use our Track Order service for the latest available updates.
Why did I only receive part of my order?
Products within the same order may occasionally be fulfilled separately. This means items can arrive in different packages and on different days.
If this happens, don't worry — the remaining items should have their own tracking information where available.
How do I choose my size?
Check the size guide on the relevant product page before ordering. We recommend comparing the provided measurements with a similar garment you already own.
Can I return something if it doesn't fit?
Eligible items can be returned under our 14-day change-of-mind return policy, provided they meet the return conditions outlined above.
Can I change my order after purchasing?
Contact us as quickly as possible. If your order hasn't entered processing, we may be able to make a change. Changes cannot be guaranteed.
My tracking isn't updating. What should I do?
Tracking can take some time to update after dispatch. If there hasn't been an update for an extended period, contact Customer Care with your order number and we'll help investigate.
Do you ship internationally?
Where international shipping is available at checkout, you can place an order to that destination. International shipments may be subject to local customs, taxes or import charges.
Need More Help?
Can't find what you're looking for?
Contact AuraXclusive Customer Care through our Contact page and include your order number where relevant.
We'll get back to you as soon as possible.
Legal
Our policies operate in addition to any rights you may have under applicable consumer law, including the Australian Consumer Law.
For further information regarding the use of our website and how we handle your information, please refer to our Terms of Service, Privacy Policy and Refund Policy.