We want you to be happy with your AULI piece. If something is not right, please contact us and we will help.
14-Day Returns
You may request a return within 14 days of receiving your order.
To qualify for a return, your item must be:
- Unused and unworn
- In its original condition
- Returned with its original packaging, tags and accessories
- Free from marks, damage, alterations or signs of use
Please contact us before sending anything back so that we can provide the correct return instructions.
Change of Mind
If you change your mind, you are welcome to return an eligible item within the 14-day return period.
The customer is responsible for the cost of returning the item to AULI in Kenya.
We strongly recommend using a tracked shipping service, as AULI cannot refund items that do not reach us.
Original shipping charges are not refundable for change-of-mind returns.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery with:
- Your order number
- A brief description of the issue
- Clear photographs of the item and packaging
If the item is confirmed to be faulty, damaged or incorrect, AULI will arrange the appropriate repair, replacement or refund and cover the reasonable return shipping costs.
Refunds
Once your return has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Please allow up to 5–10 business days for the refund to reflect after it has been processed. Your bank or payment provider may require additional processing time.
Exchanges
We do not currently offer direct international exchanges.
If you would like a different item, colour or style, please return the original item and place a new order.
Pre-Order Items
Standard pre-order pieces qualify for the same 14-day return policy once they have been delivered.
Pre-orders may also be cancelled within 24 hours of purchase, before production begins.
After this period, production may already be underway.
Bespoke & Personalised Pieces
Pieces that have been personalised, customised, altered or made specifically to your requirements cannot be returned for change of mind.
This does not affect your rights if the item arrives faulty, damaged or does not match what was ordered.
Natural Materials
AULI pieces are handcrafted using natural materials. Small variations in leather grain, texture, colour and handwoven materials are part of the character of each piece and are not considered defects.
Duties & Taxes on International Returns
Import duties, taxes and customs charges paid to authorities in your country cannot be refunded by AULI.
Where applicable, you may be able to apply directly to your local customs authority for a refund of these charges.
Before Returning an Item
Please contact us with your order number and reason for return before shipping your item.
Returns sent without contacting us first may take longer to process.