Refund policy

Last Updated: October 29, 2026

Aura Voss wants every piece to earn its place in the wardrobe. If something isn't right, returning it is straightforward.

Order Cancellations

Orders can be cancelled within 24 hours of purchase by emailing info@aura-voss.com with the order number. After 24 hours the order may already be in processing, so cancellation can't be promised. Once an order has shipped it can no longer be cancelled, but it can be returned after delivery under this policy.

30 Day Easy Returns

Items can be returned within 30 days of the delivery date. To qualify, items must be:

  • Unused and unworn
  • In their original condition
  • Returned with all original packaging, tags and accessories
Restocking Fee: $0. We do not charge restocking fees.

Return Policy Overview

  • Return Window: 30 days from delivery
  • Condition: unused, original condition, with all packaging, tags and accessories
  • Support: our team guides every return from start to finish
  • Restocking Fee: none

Return Costs

  • Defective, Damaged or Incorrect Items: returns are free when an item arrives defective, damaged in transit or different from what was ordered.
  • Change of Mind: when the wrong size or item was ordered, the item doesn't fit, or it's simply no longer wanted, the customer covers the actual return shipping cost. Original shipping charges are non-refundable.

How to Return an Item

  1. Contact Us: email info@aura-voss.com with the order number and the reason for the return.
  2. Pack the Item: repack it securely in its original packaging with all tags, accessories and documents.
  3. Ship It Back: send the return using the instructions in the return authorization email, with the carrier or method recommended there.

Refund Process

  • Inspection: each return is inspected on arrival to confirm it meets the conditions above.
  • Refund Method: refunds go back to the original payment method.
  • Refund Timing: once approved, the refund is initiated within 7 business days. Banks and card providers may take a few extra days to post it.

Exchanges

Exchanges are welcome. To swap for a different size, color or product, email info@aura-voss.com and we will arrange it.

Order Not Delivered

If an order hasn't arrived within the estimated delivery window, email info@aura-voss.com with the order number. We investigate with the carrier, and if the package is confirmed lost we send a replacement or issue a full refund to the original payment method at no extra cost.

Non-Returnable Items

For hygiene and safety reasons a small number of items can't be returned. These are clearly marked as non-returnable on their product pages.

Changes to This Policy

We may update this Return and Refund Policy from time to time. Any change will appear on this page with a new Last Updated date. Continued use of our website after an update means the updated policy applies.

Questions? Visit our FAQ page or reach our customer service team.

Contact Information

Store Address: 265 West 36th Street, New York, New York 10018, United States
Store Email: info@aura-voss.com
Store Phone: +12122028112
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)
We do our best to reply to your e-mail within 1–2 business days.