FAQS
Frequently Asked Questions
Everything you need to know before and after your purchase. Can't find your answer? Contact us directly — we respond within 24 hours.
Authenticity
Are your products 100% authentic?
Yes — every item sold by Aurasonia is genuine. We physically inspect every piece before it is listed, checking hardware, stitching, serial numbers, date codes, lining, and construction against brand-specific authentication criteria. Items that don't pass are rejected. We have never knowingly sold an inauthentic item. See our full Authenticity Guarantee for details on our process.
What happens if I believe my item is not authentic?
Contact us at support@aurasonia.com within 7 days of receiving your order. We take every claim seriously and will review it promptly. If an item is confirmed inauthentic, you are entitled to a full refund. Your trust is our priority.
Do items come with authenticity cards or original packaging?
When available, original dust bags, boxes, authenticity cards, and receipts are included and noted in the product listing. If these are not mentioned in the listing, they are not included — we never imply inclusion of items that aren't present.
Orders & Shipping
How long will it take to receive my order?
Orders are processed within 1–3 business days. After dispatch:
- US Standard: 5–8 business days
- US Expedited: 2–4 business days
- International: 7–18 business days depending on destination
Do you ship internationally?
Yes, we ship to most countries worldwide. Please note that international customers are responsible for any customs duties or import taxes charged by their country — these are not included in our shipping fees.
Can I track my order?
Yes. Once your order ships, you'll receive an email with a tracking number. If you haven't received tracking information within 4 business days of your order, email us at support@aurasonia.com and we'll look into it immediately.
Returns & Refunds
What is your return policy?
We accept returns within 14 days of delivery, provided the item is returned in the same condition it was received — unworn, with all included accessories and packaging. To initiate a return, email support@aurasonia.com with your order number and reason for return. Return shipping costs are the customer's responsibility unless the item arrived damaged or not as described.
When will I receive my refund?
Once we receive and inspect the returned item, refunds are processed within 5–7 business days back to your original payment method.
What if my item arrived damaged?
Please photograph the packaging and item immediately and email us within 48 hours of delivery. We'll resolve this as quickly as possible — we always do right by our customers in these situations.
Payment & Security
Is it safe to pay on your website?
Yes. Aurasonia is powered by Shopify, which uses industry-standard SSL encryption for all transactions. We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Your payment information is never stored on our servers.
Do you offer payment plans?
Shop Pay Installments may be available at checkout depending on your location and order total, allowing you to split your purchase into interest-free payments.
Product Care
How do I care for my luxury handbag or shoes?
- Handbags: Store in the original dust bag when not in use. Keep away from direct sunlight and humidity. Use a leather conditioner every few months on uncoated leather.
- Shoes: Use shoe trees to maintain shape. Protect soles with a cobbler before first wear. Clean with a soft dry cloth after each use.
- Hardware: Wipe with a dry microfiber cloth. Avoid contact with perfume, moisture, and abrasive surfaces.
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