Refund policy

RETURNS & EXCHANGES POLICY

 

 

Exchanges

 

Please contact us via email or message before sending any item back.

Any exchanges sent without prior agreement will be returned to the sender.

  • Exchanges are accepted for size only.
  • You must contact us within 48 hours of receiving your order to request an exchange.
  • Once approved, your return must be received within 7 days of delivery for domestic orders.
  • Returns received after 7 days will not be accepted and will be sent back to you.

International Customers

 

  • All international returns must include a tracking number provided to us via email within 3 days of receiving your order.
  • Failure to provide tracking within this timeframe will result in the return being rejected.

Please note: If the size you wish to exchange is out of stock, there will be a 3-week waiting period for restock (subject to change).

All returns and exchanges are made at the customer’s expense, including:

  • Shipping costs
  • Any excess charges or price differences

 

 

Refunds

No refunds will be accepted after 24 hours of purchase.

 

Once this period has passed, your order is considered final.

 

 

 

Sale & Discounted Items

 

All sale and discounted items are final sale , no refunds, exchanges, or returns will be accepted.

Some sale items may be discounted due to:

  • Minor quality control issues
  • Stitching imperfections
  • Other minor faults that do not affect wearability

By purchasing a sale or discounted item, you acknowledge and accept these potential imperfections.


CUSTOM ORDERS

No refunds or exchanges will be accepted on any custom orders.

 

Once an order has been placed and a payment or deposit has been made, you have 24 hours to cancel or make changes to your order.

After 24 hours, no changes or cancellations can be made.

Custom orders are made to your specific request and cannot be altered or returned if the size is incorrect.

  • If your custom piece is too big, alterations cannot be made by House of Aulelei.
  • If your item is too small, you may repurchase the correct size at your own expense.

 

 

 

 

PRE-ORDER ITEMS

By purchasing, you agree to all Pre-Order Terms below:

 

  • No refunds, exchanges, or returns are accepted on any pre-order items.
  • Pre-orders take approximately 2–3 weeks to be ready for shipping or collection.
  • All sizes are based on U.S. sizing.
  • No cancellations or refunds are permitted after 24 hours of placing your pre-order.
  • If your order includes both pre-order and in-stock items, all items will be shipped together once the pre-order is ready.
  • To receive in-stock items sooner, please place a separate order for them.

 

 


For any questions regarding sizing, sale items, returns, or exchanges, please contact us via:

📩 Instagram | ✉️ Email | 📞 0410 896 698