FAQ

Frequently Asked Questions (FAQ)

  1. What is your refund, return or exchange policy?
    Unfortunately, we do not accept refunds or exchanges under any circumstances, including change of mind or incorrect sizes, because products are cut to your sizing requirements. We also do not stock any products other than our samples and any faulty products.

Please Note: We do not offer refunds for any reason. Depending on the circumstances, we may offer store credit at our sole discretion. Please send us an email at info@aukuso.com.au, and we will advise on the best process.

  1. How do I request a return or exchange on faulty items?
    To request a return or exchange due to product faults, contact us at info@aukuso.com.au within 14 days of receiving your order. Please include your order number and a brief explanation of the issue.

  2. What proof do I need for a return or exchange on faulty items?
    We require the following proof:

  • Order confirmation email or receipt.

  • Photo evidence of the faulty or damaged item. The photo must be taken as soon as you notice the fault within 2 weeks of receiving the item.

  1. Who pays for return shipping?
    If the item is faulty or damaged, we’ll cover the return shipping.

  2. How long does it take to process an exchange?
    Once we receive the item, exchanges are processed within 14 business days, including the delivery of the exchanged item. If we are unable to provide an exchange, we will arrange a replacement or store credit.

  3. Can I cancel or modify my order after placing it?
    Unfortunately, we are unable to cancel or modify orders at this stage. As soon as you place an order, it is immediately placed with our fashion house, which begins cutting the fabric. There is only a small window to cancel before the cutting process begins. However, if you encounter any issues, please contact us at info@aukuso.com.au as soon as possible with the details, and we will do our best to assist.

  4. Why does delivery take 14-18 days?
    Our clothing and accessories are Made to Order (MTO) to minimize waste and avoid overproduction. Here's how the timeline breaks down:

  • 6-7 days for production: Each item is carefully crafted to ensure premium quality and flawless design.

  • 6-7 days for delivery: Shipping times may vary depending on the destination, postal service, and customs processing.

  1. Gift cards cannot be returned and are not redeemable for cash.

  2. Please note that for hygiene reasons, face masks, intimate apparel, and earrings cannot be returned.

  3. Shipping: We currently ONLY ship to:

  • Australia

  • New Zealand

  • USA (except remote areas)

    • USA remote areas include: Alaska, Hawaii, Puerto Rico, Virgin Islands, and Guam

Unfortunately, we currently do not ship to any EU locations, including Northern Ireland, Canada, Asia, Africa, the Middle East, or any other regions not specifically mentioned. This is due to shipping costs that are almost equivalent to the price of the product. If an order is placed for a location we do not ship to, it will be canceled, and a full refund will be issued. If you are unsure about your location, please feel free to contact us at info@aukuso.com.au.

In some cases, delivery may be slower (16 business days) or faster, depending on the region and postal service timeframes. We are committed to keeping you updated throughout the process for a seamless shopping experience.

Shipping & Delivery Policy

All orders are shipped via registered post and come with a tracking number. You will receive an email notification when your item is ready for shipping, allowing you to track its journey with the carrier.

If your parcel is missing or lost, we strongly recommend filing a police report as soon as possible. We will be more than happy to assist you in this process and provide any necessary details, including the tracking ID and shipping confirmation.

For missing parcels after delivery, please contact the carrier immediately. You may also reach out to us to confirm your registered address. Once an item is marked as delivered, it is no longer our responsibility. However, if the issue was due to our error, we will investigate and either resend the item or issue a full refund via the original payment method. Otherwise, a store credit or voucher will be provided.