Refund policy

Returns & Refunds

We offer a 15-day return policy, which means you have 15 days from receiving your item to request a return.

To be eligible, items must be returned in their original condition, unworn and unwashed, free from stains, marks, odours or damage, and with all original tags attached. We recommend returning items in their original packaging. Proof of purchase is also required. Items showing signs of handling beyond what is necessary to try them on and check their fit may be subject to a proportionate deduction for any loss in value, in accordance with applicable consumer protection laws.

To start a return, please contact us at contact@aurembrand.com. Returns should be sent to: Aurém, Passeig Garbí 96-2, 08860 Castelldefels, Spain.

If your return is accepted, we’ll provide instructions on how and where to send your package, including details of the return shipping arrangements and any applicable costs. Please contact us before sending your return so we can provide the relevant instructions. This does not affect your statutory right to withdraw from a purchase within the applicable legal period.

You can always contact us at contact@aurembrand.com if you have any questions about returns.

Damages and issues

Please inspect your order upon receipt and contact us promptly if the item is defective, damaged or incorrect, so that we can assess the issue and arrange an appropriate solution in accordance with your statutory rights.

Exceptions / non-returnable items

The statutory right of withdrawal does not apply to certain products, including goods made to the consumer’s specifications or clearly personalised items, where the legal conditions for this exception are met. Please contact us if you have questions about a specific item.

Sale items are subject to the same statutory return and withdrawal rights as other products. Gift cards are non-returnable where permitted by applicable law. Nothing in this policy limits your statutory rights regarding faulty or misdescribed products.

Exchanges

The easiest way to obtain a different item is to return your original purchase, where eligible, and place a separate order for the item you would like instead. This does not affect your statutory rights.

European Union 14-day right of withdrawal

If you are a consumer purchasing online in the European Union, you generally have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason, subject to applicable legal exceptions.

You may handle and try on garments as you would in a physical store. If an item is handled beyond what is necessary to establish its nature, characteristics and fit, you may be liable for any resulting loss in value, in accordance with applicable law. Removing tags or returning an item without its original packaging does not automatically invalidate your statutory right of withdrawal.

Refunds

We will notify you once we have received and inspected your return. Where applicable, any assessment of a loss in value will be proportionate and based on the condition of the returned item.

Refunds will be issued using the original payment method, in accordance with applicable law. We may withhold reimbursement until we have received the returned goods or you have provided evidence of having sent them back, whichever occurs first. Reimbursement will be made without undue delay and within the applicable statutory period, generally 14 calendar days from notification of withdrawal.

Please note that your bank or payment provider may require additional time to process the refund. If you have questions about your refund, please contact us at contact@aurembrand.com.