Return Policy
We accept returns on qualifying unused items returned in their original, complete gift packaging. Please initiate your return request promptly after receiving your parcel.
Customer Care
Returns & Exchanges
We want every gift from Aura & Ribbon to bring delight. If an item does not meet your expectations, our dedicated team is here to assist with care and understanding.
Simple & Clear
Our Step-by-Step Return Process
01
Contact Us
Notify our gifting concierge via our contact page or order enquiry form with your order number and request reason.
02
Share Order Details
Provide photos if the parcel arrived damaged or if an incorrect item was delivered to help us expedite resolution.
03
Review Request
Our concierge team reviews your request within 1 business day and provides tailored return instructions.
04
Return / Exchange
Safely pack the item in its original presentation packaging and use the designated return shipping instructions.
05
Resolution
Upon receipt and inspection, your replacement is promptly dispatched or your refund is issued to the original payment method.
Guidelines
Policy Details
Eligible Items
Standard homeware, decorative keepsakes, unopened stationary, and non-perishable curated accessories in original condition with tags and seals intact.
Non-Returnable Items
For safety and bespoke craftsmanship reasons, custom-engraved or personalized products, perishable gourmet edibles, floral arrangements, and digital gift cards cannot be returned.
How to Request a Return
Reach out to our support team with your order confirmation number, the item name, and the reason for return. We will supply authorization and return packaging guidance.
Exchange Process
If you prefer an exchange for a different design or curation, our concierge will reserve the replacement item and coordinate shipping once the return is logged.
Damaged Items
If your gift arrives with transit damage, contact us within 48 hours with photos of the outer carton and contents. We will dispatch an expedited replacement immediately.
Incorrect Items
If you received an item different from what was ordered, our studio will swiftly rectify the error and arrange collection of the incorrect item at no cost to you.
Refund Information
Approved refunds are credited to the original payment method used during checkout. Financial institutions typically process the credit within standard bank turnaround times.
Need help with a return?
Speak directly with our concierge team. We are committed to making your gifting experience effortless and pleasant.