Customer care
We would love to hear from you
Whether you have a question about a piece, your order or a return, our team is here to help.
Write to us
Questions about a style, a colour or a gift? Send us a message.
Send a message→Your order
Orders are prepared in 2–4 business days. Your tracking number arrives by email as soon as it ships.
View your orders→30-day returns
Changed your mind? Return unused pieces within 30 days of delivery.
Return policy→Free worldwide shipping
Every order ships free, wherever you are. Delivery usually takes 7–14 business days.
Shipping policy→
Contact form
Send us a message
Tell us a little about what you need and we will get back to you by email.
Good to know
Frequently asked questions
Quick answers about shipping, returns and your order. Cannot find what you are looking for?
Send us a message →How long will my order take to arrive?
Every order is carefully checked and prepared within 2 to 4 business days. Once it ships, delivery typically takes 7 to 14 business days, depending on your location.
Is shipping really free?
Yes. Every Aubrine order ships free worldwide, with no codes and no minimums. Please note that some countries charge customs duties or import taxes on delivery. These are set by your local government and are separate from your order total.
How can I track my order?
As soon as your order ships, you will receive an email with your tracking number so you can follow it all the way to your door.
Can I change my shipping address?
Yes, as long as your order has not shipped yet. Email us at support@aubrinebags.com with your order number and the new address, and we will update it for you.
What is your return policy?
You have 30 days from the day your order arrives to return it for a refund. Items should be unused, undamaged and in their original packaging with tags attached. Return shipping is covered by you, and a $5 handling fee is deducted from the refund.
How do I start a return?
Send us a message using the form above, or email support@aubrinebags.com with your order number. We will reply with your personal return address and simple step-by-step instructions.
My item arrived damaged or incorrect. What should I do?
We are sorry. Email us within 7 days of delivery with a photo of the issue and your order number, and we will send a free replacement or a full refund. You will never pay for return shipping in this case.
Do you offer exchanges?
We do not currently offer direct exchanges. If you would like a different style or colour, simply return your original piece and place a new order for the one you love.
When will I receive my refund?
Once your return arrives, we inspect it and process your refund to your original payment method. It typically appears on your statement within 5 to 10 business days, depending on your bank.
Aubrine
Carry with grace.
Timeless style, made for the way you live today.