FAQ
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are AULI pieces made?

AULI pieces are handcrafted in Kenya by skilled artisans. Our design language is inspired by Lesotho, its landscapes and the Spiral Aloe.
Do you ship internationally?

Yes. AULI ships from Kenya to more than 22 countries worldwide, including selected destinations across Africa, Europe, North America, the Middle East and Australia.

Available shipping options and costs are calculated at checkout based on your delivery destination.
How long will my order take to arrive?

For ready-to-ship pieces, orders are usually dispatched within 1–2 business days.

Estimated delivery after dispatch:

  • Kenya: 1–3 business days
  • East Africa: 2–5 business days
  • Rest of Africa: 3–7 business days
  • International: approximately 4–10 business days

Delivery times are estimates and may vary due to customs or courier delays.
How do pre-orders work?

Some AULI pieces are produced on a pre-order basis.

Pre-order pieces require approximately 5 business days for production before they are dispatched.

Once your order ships, you will receive tracking information.
Can I cancel a pre-order?

Standard pre-orders may be cancelled within 24 hours of placing the order, provided production has not started.

Once production has begun, the order can no longer be cancelled.
Can I return my order?

Yes.

You may request a return within 14 days of delivery.

The item must be:

  • Unused and unworn
  • In its original condition
  • Returned with its original packaging, tags and accessories

Please contact AULI before sending anything back.
Who pays for return shipping?

For change-of-mind returns, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable.

If your order arrives faulty, damaged or incorrect, AULI will cover reasonable return shipping costs.
What if my order arrives damaged or incorrect?

Please contact us within 48 hours of delivery and include your order number and clear photographs of the issue.

Depending on the circumstances, we will arrange a repair, replacement or refund.

How long do refunds take?

Once your return has been received and inspected, approved refunds are issued to your original payment method.

Please allow approximately 5–10 business days for the refund to reflect, depending on your payment provider.
Can I exchange an item?

For international orders, we do not process direct exchanges.

You can return an eligible item and place a new order for the piece you would prefer.
Can I return a pre-order item?

Yes. Standard pre-order pieces follow the same 14-day return policy once delivered.

Bespoke, personalised, customised or altered pieces are final sale unless they arrive faulty, damaged or different from what was ordered.
Why does my leather bag look slightly different from the photos?

Leather and hand-worked materials naturally vary in grain, texture, colour and markings.

These variations are part of the character of the materials and are not considered defects.
How should I care for my AULI bag?

Keep your bag away from prolonged moisture and intense heat.

For everyday care:

  • Wipe gently with a soft cloth
  • Allow wet leather to dry naturally
  • Avoid harsh household cleaners
  • Store in a dry, ventilated place
  • Use a breathable dust bag when possible

For more detailed advice, visit our Leather Care Guide.
Are AULI bags made in large quantities?

No. AULI works in small batches and uses pre-order production for selected pieces.

This allows us to produce more intentionally while maintaining attention to craftsmanship.
How can I contact AULI?

You can contact us through our Contact Us page for questions about your order, products, shipping or returns.