Customer Care

Refunds and Exchanges

If you need to return or exchange any item you can do so by sending the items back to 'Aora Voyage' subject to the following terms and conditions. Proof of purchase is required for all returns and exchanges and within 2 weeks of items being shipped. Items returned outside this date will not be accepted. To ensure you are able to return your goods within the above return policy time frame please try on all garments as soon as they are received as all items are subject to the following conditions:

Garments must be in original condition with the tags in place and must not have been worn, altered, or washed. All packaging that is shipped with your order including tags and bags must be returned. Please be advised if you change of mind you will not be able to receive a refund, however, you can swap the garment for something else of the same value or more. Refunds will be granted if the product is faulty or the product is not as ordered, however, the product must not have not been worn and still have the hygiene labels intact and tags still on.

Swimwear returns will only be accepted if the hygiene label is still completely in place, unwashed, has not been worn and not show signs of wear, again with all tags attached. If goods are faulty or good are not as ordered please contact hello@aoravoyage.com to request a returns form and instructions for returns. 

Please be advised that Aora Voyage do not refund international prepaid tax and duties. If you wish to return an item, contact your local customs office to obtain your tax refund.

Initial shipping charges for your returns will not be reimbursed. Additionally, if you wish to return an item your own return postage and any additional import costs are not refundable. This includes items that are to be exchanged will be sent at your own cost. 

It is important to follow the below procedure for returns and exchanges to mitigate any delay on getting the goods to you as soon as possible:

1. Submit a Return Email
Please email hello@aoravoyage.com to receive a return number, along with an email with an address to confirm your return address details.

It is possible to select a refund, store credit, or exchange for all or some of your items if they meet the above terms and conditions. If selecting exchange, specify the item you would like to request in your email. In the event your chosen item is not available, you will be notified by email as soon as possible and offered a suitable replacement or if the goods are faulty a full refund.

2. Complete the Returns Form

Please download and print Returns Form from the return email from customer care. This must be completed and sent to us with your return.

3. Pack Your Return

When enclose the following when returning items:

  • The completed returns form, and ensure you include your return number
  • Your Invoice, which was in your original delivery 
  • The item(s) for return, and ensure you include all packaging and tags

4. Send Your Return

Please ensure to use a reputable courier company such as DHL or Australia Post express, or an express postal service to ensure your item is received within the accepted time frame and can be tracked as Aora Voyage do not take responsibility for lost goods.

If returning good internationally it is a requirement to state on the outside of your parcel that this is a ‘return to shipper’ and ensure you note the original tracking number.

Aora Voyage is not liable for the loss of items in return transit from any courier company. It is recommended to use a courier company that can trace the delivery and ensure you record the tracking number.

Upon delivery to Aora Voyage head office the items will undergo a quality check as described in the above terms and conditions. Once the items have meet the terms and conditions, if you wish to exchange a new item will be shipped to you, or a credit note for future purchases, or refund on the purchase price this does not include the original shipping cost and will be refunded via the method of payment used to purchase. An email notification will be received once when the goods have been accessed. Please allow 5 working days for this process, however, you may receive a email before this date. 

Proof of purchase must be provided with the returned goods and within a 15 day timeframe from shipment otherwise they will not be accepted. 

Payment

Payments that are accepted are Visa, MasterCard, and Amex. The total funds will be cleared from your account upon receipt of your order. Your credit card issuer holds the right to validate and authorise the transaction. Aora Voyage is not held responsible for non-delivery of any or all goods if the credit card issuer does not authorise the payment. 

Secure Socket Layer (SSL)

To ensure your credit card and contact details are secure Aora Voyage uses an SSL 128-bit encryption security system.  

Currency Conversions

All prices on the Aora Voyage website are listed in Australian dollars and changed in Australian dollars. The exchange rate that is charged on your order is determined by the banking organisation of your credit card.