We have a 30-day return policy, which means you have 30 days after receiving your order to return your item to us for a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging.
We encourage customers to look at our size guides prior to ordering to ensure you get the right fit first time.
***UK GUARANTEED CHRISTMAS ORDER DEADLINES***
Standard – 20th (3pm)
Express – 21st December (11am).
Next Business Day – 23rd (2pm).
*Our guarantee is based on Royal Mail and DHL Christmas delivery promises (more details can be found at Royal Mail: here and DHL: here. We will ensure that all orders placed before 2pm 23rd December receive the appropriate postage solution to be received before Christmas day. If for any reason your order is not delivered before Christmas you will be entitled to free returns and a full refund on your original shipping charge.
***INTERNATIONAL GUARANTEED CHRISTMAS ORDER DEADLINES***
Standard – 16th (3pm)
Express – 18th (3pm)
All orders will be delivered before 24th December
We have a 30-day return policy, which means you have 30 days after receiving your order to return your item to us.
*** CHRISTMAS RETURNS POLICY***
All orders made between 1st November - 10th December 2024 can be returned up until 7th January 2025. All purchases made after 10th December will follow our standard returns policy.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging.
We encourage customers to look at our size guides prior to ordering to ensure you get the right fit first time.
Unfortunately manufacturing faults do occasionally occur. If you believe your item is faulty or not up to the standards you expect from us, please contact us on info@aubinandwills.com and we will advise on what to do next.
Returns Process
For UK returns we use Royal Mail Tracked returns. All returns will be charged at £3.50 which will be deducted from your refund.
You will receive a pre-paid returns label in your parcel.
Simply indicate on your packing slip your reason for return, pack your items and affix your pre-paid returns label to your parcel. Then hand over at your nearest Post Office.
Detailed instructions are provided at the bottom of your packing slip.
If you have lost or not received a pre-paid label, please contact us using our contact form and we will be happy to provide you with a new label to print at home or scan at your local Post Office branch.
Customers returning products from outside the UK will be responsible for all costs associated with returning their order. We recommend that all customers returning items from outside the UK do so through a registered trackable service to ensure your items reach us safely. Aubin will not be held responsible for any items that fail to reach us.
> FREE standard delivery on all UK orders over £100. Charged at £3.99 on orders below £100 (2-4 business day).
> Express service £5.99 (1-2 Business days).
> Next Business Day service £8.99.
>London Deliveries: Selected inner London Postcodes only
Same Day Service £3.99 (Delivered between 08:00 and 20:00).
Next Day Service £2.99 (delivered between 07:00 and 20:00).
We aim to process and despatch all orders within 24 hours Monday-Friday. Orders placed on Saturday-Sunday will be processed and despatched on Monday.
We use Royal Mail Tracked Service and therefore ask for you to allow up to 48 hours from despatch for standard shipping and 24 hours for express shipping for your order to arrive.
Next Business Day services are provided through DHL. The order cut off time for our Next Business Day service is 3pm. Any orders placed using this service after 3pm on Thursday, and throughout Friday will not be delivered until the Monday. Any orders placed on Saturday-Sunday will not be delivered until the Tuesday.
Our London express service with QUIVER operates within selected inner London postcodes only. If your postcode is covered with this service our QUIVER same day and next day options will be available at checkout.
During busy periods, including our sale, despatch and delivery may take a little longer.
> Europe: Standard €12, Express €20 (FREE for orders over €150)
> USA: Standard $8, Express $12 (FREE for orders over $200)
> Canada: Standard $12, Express $20 (FREE for orders over $250)
> Australia & New Zealand: Standard $12, Express $20 (FREE for orders over $250)
> Rest of World: Standard £12, Express £20 (FREE over £150)
We aim to process and despatch all orders within 24 hours Monday-Friday. Orders placed on Saturday-Sunday will be processed and despatched on Monday.
Due to customs and border control, parcels being sent outside the UK can be subject to delays. Please allow 10-14 days for your parcel to arrive, however it is often delivered quicker than this.
Please be aware that the customer is responsible for paying all import duties and taxes outside of the UK (including the EU). It is important that your contact details are accurate in-case you need to be contacted by your local customs service.
Returns Process
For UK returns we use Royal Mail Tracked returns. All returns will be charged at £3.50 which will be deducted from your refund.
Simply indicate on your packing slip your reason for return, pack your items, follow the return portal steps, generate your QR code then hand over at your nearest Post Office.
Detailed instructions are provided at the bottom of your packing slip and via the returns portal Use your 'Order Delivered' email to access the returns portal using the link at the bottom of the page.
If you having difficulty with the returns process please contact us using our contact form and we will be happy to provide you with a new label to print at home or scan at your local Post Office branch.
Customers returning products from outside the UK will be responsible for all costs associated with returning their order. We recommend that all customers returning items from outside the UK do so through a registered trackable service to ensure your items reach us safely. Aubin will not be held responsible for any items that fail to reach us.
Once your return arrives with us, the process of the return may take up to 10 working days at busy periods, however we typically aim to process returns within 5 working days.
Refunds may take another 5 working days to appear in your account, depending on who you bank with.
Please note that any shipping charges paid on your original order are non-refundable.
Got the wrong size? Exchanges are absolutely FREE including returns and onward delivery charges an all UK orders.
Contact us here to organise your exchange.
We advise customers to read our size guides before buying to ensure you get the right size first time to avoid disappointment.
International customers will be responsible for all returns and re-delivery charges.
Have questions about your order, or a general enquiry?
