# Online returns / within 15 days
We take great care and pride in the products we manufacture, and our goal is your complete satisfaction. If you are less than delighted with your merchandise, you have a period of 15 days after receiving your package to change your mind and return your items to us; you are responsible for the cost of return shipping, except in the case of defective items or a delivery error on our part. Note that online purchases cannot be returned or exchanged at our Aubade store locations. Returns must be made online.
# Follow these steps to return an item
Make sure to send back your item in its original packaging, with its label and any accessories, in perfect saleable condition. It must be unworn, unwashed, and free of stains. If a free item or gift was offered or included with the product you wish to return, you must also return that item to Aubade along with your merchandise, or your refund request may not be processed.
Upon receiving your return, assuming the items meet the conditions described, we will apply a refund to the credit card or PayPal account used to make the purchase.
# No exchanges
If you are unsure about the size, silhouette, collection, or color you have chosen, you have 15 days after receiving your order to request a return at your own expense. Upon receiving your return, assuming the items meet the conditions described, we will process your refund.
We do not exchange items (for a different size, silhouette, color, collection, etc.) from our online store. If you were not satisfied with your choice, we invite you to return your product by following the return procedure above and then place another order, at your own expense, for your preferred silhouette, size, color, or collection. Also note that online purchases cannot be returned or exchanged at our Aubade store locations.
# Defective products and damaged packages
Receiving a damaged package : When you receive your order, if the packaging shows signs of damage, you may:
- Either refuse the package, in which case it will be returned directly to the sender,
- Or accept the package, making your specific reservations clear to the delivery person and notifying the sender.
Defective Items : at Aubade, the quality of our products is of the utmost importance to us. However, if a defect still manages to slip past all our stages of quality control, we invite you to :
For purchases from the Aubade online store only:
- If you received your item less than 15 (fifteen) days ago, please follow the online return procedure, taking care to indicate the reason for your return. If we are at fault for a defective product, we will offer either to replace the item (if available) or refund its cost. We will bear all shipping costs for the returned and replacement items.
- If you received your item more than 15 (fifteen) days ago, please indicate your order number, describe your problem, and send an email including photos of the defective item to our customer service department by clicking here. This will help our customer service team process your request as efficiently as possible and get back to you quickly with a response.