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FAQ

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If your item is eligible for returns (see our Returns + Exchanges Policy), you have 14 days from the date you received your oder too follow the steps:

  1. Register your return online by connecting to your Account or by emailing us at contact@vanestudios.com. Please do not proceed until you have received a confirmation for your return (within 24 hours).

  2. Prepare your package to be returned - please make sure your item(s) are returned in their original condition and with the Aureta Studio hang tag still attached. Place your item in its original packaging and securely seal the package. All returned items will be inspected for damages before any refund is processed and returned. 

  3. Ship the package at one of the carriers access points to the address provided in your confirmation email. Ensure the new packaging label covers old address labels. 

  4. Once your return has been accepted, you will be refunded and will receive an email confirming this.

If an item(s) is returned after 14 days, the customer will be refunded store credit only. We will not accept any exchanges after 60 days of the parcel being delivered. 

 

For orders placed with Pre-Paid Cards, kindly note that Aureta Studio has no control over your refund, pending charge, and payment processing times and these financial institutions reserve the right to process these reversals at their discretion. Aureta Studio is unable to expedite this process. Please contact your Pre-Paid Card issuer for further information and assistance. 

The right of return / exchange does not apply to personalized products or orders for products which can't be sent back given their nature (e.g., fragrances or cosmetic products), or for hygiene reasons (e.g., masks, underwear, bathing suits, swim trunks). 

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If your item is eligible for exchanges (see our Returns + Exchanges Policy), you have 14 days from the date you received your oder too follow the steps:

  1. Register your exchange online by connecting to your Account or by emailing us at contact@vanestudios. Please do not proceed until you have received a confirmation for your exchange (within 24 hours).

  2. Prepare your package to be exchanged - please make sure your item(s) are returned in their original condition and with the Aureta Studio hang tag still attached. Place your item in its original packaging and securely seal the package. All exchanged items will be inspected for damages before any refund is processed and returned. 

  3. Ship the package at one of the carriers access points to the address provided in your confirmation email. Ensure the new packaging label covers old address labels. 

  4. We will take care of the rest! You will receive a confirmation email once your exchange has been expected and follow-up confirmation email once your new item(s) have been shipped. 

If an item(s) is exchanged after 14 days, the customer will be refunded store credit only. We will not accept any exchanges after 60 days of the parcel being delivered. 

The right of return / exchange does not apply to personalized products or orders for products which can't be sent back given their nature (e.g., fragrances or cosmetic products), or for hygiene reasons (e.g., masks, underwear, bathing suits, swim trunks). 

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You can check your return or exchange status at any time through your Studio Account. 

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For security reasons, we are unable to refund a credit / debit card that is different from the one used in the original purchase order. 

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