Shipping & Returns

SHIPPING

We deliver Monday to Friday excluding public holidays.

All orders are gift wrapped in branded The Aurum Collective packaging.

Domestic

All Australian orders are shipped via Australia Post. We offer free shipping on all deliveries to an Australian address or post office box.

Please allow two (2) to four (4) business days from the date you place your order for your order to arrive. In some cases, you may receive your order on the same day or the next day.

If you need your order sooner, please email us at info@theaurumcollective.com to enquire about expedited shipping. Alternatively, you can place a comment in the Order Notes in the Checkout requesting express shipping. We cannot guarantee faster shipping, but we will try our very best to get your order to you by your preferred time.

Please include any special delivery instructions (for example, where the package may be left or preferred delivery days) in the Order Notes in the Checkout. We cannot guarantee we will be able to deliver as per your instructions, but we will again try our very best to do so. If you have any questions you would like to discuss with us before placing your order, please email us at info@theaurumcollective.com.

International

All international orders are shipped via our external couriers or Australia Post. A $20 flat rate fee applies to all purchases being delivered outside Australia. We are not responsible for customs fees or other additional duties, taxes, fees or costs incurred via international shipping.

Please allow 5 to 10 business days from the date you place your order for your order to arrive.

Changes to your order

Please ensure your order and delivery details are correct when you make your purchase. We cannot guarantee that we will be able to modify any details relating to your order once it has been placed by you. If you need to make any changes to your order, including the delivery address or sizing, please contact us within 1 hour of placing your order so we can try to modify your order.

If you have changed your mind and would like to cancel your order, please contact us as soon as possible. We are unable to cancel or change orders that have already been dispatched.

If you have any questions relating to your order or delivery, please email info@theaurumcollective.com.

Tracking your order

You will receive a confirmation email once your order has been dispatched. This will contain a tracking number which you can use to track the status of your purchase.

RETURNS

We take great pride in the quality of our designs.  It is our priority to ensure you are satisfied with your purchase.

We will gladly grant you a refund, exchange or credit on your purchase if you are not satisfied. Please see below for information on our refunds, exchange and credit policy and the process for returning goods to us.

We offer FREE return shipping within Australia. 

Returns process

Please ensure garments are returned in their original condition and unworn, with garment tags still attached. If you are returning all garments listed on a single receipt, please return the garment in the original packaging. Returns that fail to meet these standards will be returned to you at your expense.

To arrange a return or exchange:

  1. Ensure the garment/s have not been worn and are in their original condition with tags attached.
  1. Please email info@theaurumcollective.com within 10 days of your order being delivered to you to arrange a refund, exchange or credit note and provide a brief explanation of the reason for the return.
  1. Upon approval:

a. if you reside in Australia, we offer FREE returns and reimburse your return postage costs through Australia Post. Please send the returned garments to

The Aurum Collective

PO Box 3065

South Brisbane QLD 4101

Australia

b. if you reside outside Australia, please return the garment together with a printed copy of your receipt and the original packaging (if you are returning all garments listed on your receipt) to the above address within 7 days of receiving your approval confirmation from us.

  1. We recommend you use a registered and trackable method of return shipment. We do not accept any liability for lost returns or garments damaged during the return shipment.
  1. On delivery to us, your return will be assessed and if it meets our standards, we will grant you a refund, exchange or credit as nominated by you within three (3) business days of receipt of the garment.

Refunds

Refunds are reversed onto the original form of payment used (e.g. credit card or PayPal account). Debit and credit card refunds must be processed against the same card used to complete the original purchase.

Depending on your credit card provider, refunds may take up to 10 business days to appear on your bank statement from the date we assess and approve your return.

Exchanges and credits

Exchanges are subject to availability once your return arrives at our return address. Exchanges can be made for items of the same or lesser value as your original purchase. If your exchange is of a lesser value than your original purchase, we will provide you with a credit note for the difference in value.

Instead of a refund or exchange, you may choose a credit note of equivalent value to the price you paid for returned goods. Credit notes are valid for 12 months from the date of issue.

Faulty items & our guarantee

We take immense pride in the quality of our garments. However,  we understand that there may be times when you need to return a garment that has a fault. If you have experienced a faulty garment, we sincerely apologise.

We will provide you with a full refund, exchange (on an item of the same value) or credit note if the garment you purchased from us is faulty or does not match the description on our website at the time of purchase.

We will accept returns on any faulty or wrongly described goods within a reasonable timeframe.

Items that are damaged by you or through normal wear and tear are generally not considered to be faulty and are not eligible for a refund, replacement or credit note.

Please notify us of any issue regarding your purchase by emailing info@theaurumcollective.com and we will work with you to resolve the issue as soon as possible.

Refunds, exchanges or credits for faulty or misdescribed garments will be processed once we have inspected and accepted the return.

Unclaimed items

If an order is returned to us “Unclaimed” you will receive a credit note for the price paid for that garment (excluding shipping costs). Unclaimed parcels do not qualify for a refund. Credit notes will be valid for 12 months from the date of issue.

Return shipping

We are not liable for the loss of an item which is being returned. We recommend you use a secure, trackable means to return your order to us and insure the return shipment. You will be liable for any damage to the returned item until we receive it.

Return shipping is at your expense.

Duties & Taxes

We are unable to refund duties and taxes for international orders, including on orders that are returned. Depending on the country, you may be able to contact your local customs office directly and request a refund of any duties or taxes paid by you.