Return and Refund Policy
At Aureum, we want you to feel confident when shopping with us. If something isn’t quite right, we’re here to help make it right — simply and fairly. This policy applies to all orders placed through our Australian online store.
How to Start a Return
If you’d like to return an item, please contact our customer service team within 5 days of receiving your order by emailing us at info@aureum-official.com
We’ll provide you with the return instructions and the return address. Please do not send your item back before contacting us — returns sent without prior approval will not be accepted.
Return Window & Conditions
You have up to 30 days from the date of delivery to return your item.
Items must be:
- Unworn and unused
- In their original packaging, with all tags and labels attached
Returns must be securely packaged to avoid damage during transit.
We reserve the right to reject a return or adjust the refund if the returned item does not meet these conditions.
Return Shipping Costs
For change-of-mind returns, shipping costs are the responsibility of the customer.
If your item arrives damaged, defective, or incorrect, we will cover the return shipping costs and provide a prepaid return label.
Refunds
Once we receive and inspect your return, we aim to process your refund within 7 business days. Refunds are issued to the original payment method used at checkout. You’ll receive a confirmation email once your refund has been processed.
Please note: depending on your bank or payment provider, it may take a few additional days for the refund to appear in your account.
Exchanges
We do not offer direct exchanges. If you’d like a different item, simply return the original product and place a new order.
Important Notes
- All returns must be authorised by our customer service team.
- We do not charge any restocking fees.
- We are not responsible for items lost or damaged during return shipping. We recommend using a trackable shipping method and keeping proof of postage.
- Undeliverable or refused packages may be subject to additional fees.
Shipping Address for Returns
Once approved, you’ll receive the appropriate return address via email. Since we work with different suppliers depending on the product, returns must be sent to the address provided by our customer service team — not to our business office.
Thank you for shopping with Aureum. We're committed to delivering quality products and a smooth customer experience — every time.
Customer service
If you have any questions about our policies, please contact our customer service via info@aureum-official.com We will do our best to respond to your inquiries within 24 hours.
Contact information
If you have any questions or concerns regarding our payment process, feel free to reach out to us at the following details:
Company name: Aureum
Email: info@aureum-official.com
Contact Form: Contact page
Company address: 80 Ann St, Brisbane City QLD 4000, Australia
Customer service opening hours:
We are available to assist you during the following times (GMT+10):
Monday to Friday: 9:00AM - 6:00PM
Weekend & Holidays: 10:00AM - 4:00PM
For more information, please visit our FAQ Page or Contact Page
Track your order anytime at our Track your order page