FAQ

No. You can order as a guest. An account is optional and only saves your details and order history for next time.

You receive an order confirmation by email as soon as the order is placed. If it has not arrived, check your spam folder, then contact us.

Delivery estimates depend on the product and the destination, so they are shown on the product page and at checkout rather than as one figure for the whole store.

We work with more than one supplier, and each ships from its own location. The route to your address differs by product, which is why we do not publish a single delivery promise. See Shipping & Delivery.

Yes. If your order contains products fulfilled by different suppliers, they are dispatched separately and may arrive on different days, in separate packages. Nothing is missing when this happens.

Whenever the carrier makes tracking available, we pass it on by email. Some routes do not provide it. If your order ships in several packages you may receive more than one tracking number.

The destinations available to you are shown at checkout. Enter your address and the options that can serve it will appear.

Tracking can pause for a few days between carrier scans, particularly when a parcel crosses a border. If there has been no movement for a while, contact us with your order number and we will chase it.

Tell us as soon as possible. If the order has not yet been dispatched we can usually correct it. Once a parcel is with the carrier the address generally cannot be changed.

Yes. In the United States, contact us within 7 days of delivery to return an unworn item with its tags and original packaging. EU consumers have a statutory right of withdrawal, normally 14 days from receiving the goods. See Returns & Refunds.

Contact us first through Contact us. EU customers can also use Cancellation and withdrawal. Because orders can come from different suppliers, we identify the correct return route for your item and send you the address. Please do not send anything back before we confirm it.

Yes. You can return part of an order. Tell us which products it covers and we will refund those items.

That is not a change-of-mind return and the cost is not yours to carry. Contact us with your order number and a photo, in the United States within 7 days of delivery, and we will refund you in full or send a replacement.

For a change of mind, return postage is paid by you, and in the United States the original shipping charge is not refunded. For damaged, faulty or incorrect items, we cover it.

We do not offer exchanges. Return the item and place a new order for the size or colour you want.

The methods available to you appear at checkout, and the icons in our footer reflect what is currently enabled on the store. Availability can differ by country.

Prices are shown in the currency indicated in the footer, and you pay in the currency confirmed at checkout before you complete the order.

No. AURBYO does not store complete payment card numbers. Payment details are handled by the payment provider that processes the transaction.

If it has not been dispatched we can usually stop it. If it has already shipped, it becomes a withdrawal or return instead. Start either at Cancellation and withdrawal.

We publish what the supplier documents and check it where we can. Photography and specifications can vary within reason. Where a specification is missing from a page, it is because we have not confirmed it.

No. Ordering does not sign you up for marketing. You receive transactional emails about your order. Marketing is separate and you choose it.

Yes. Email support@aurbyo.com and we will handle it. Some records are kept where the law requires, for example order and tax records. See our Privacy Policy.

Use the Cookie preferences link in the footer. You can change or withdraw consent at any time, and analytics and marketing stay off unless you turn them on.

Email support@aurbyo.com or use the form on Contact us. Include your order number where you have one.