Shipping and Returns

SHIPPING

WE SHIP OUR PRODUCTS WITH ROYAL MAIL
In the UK you can upgrade to Next Business Day Shipping if ordering before 12 Noon (next business day - no Saturday or Sunday deliveries).
For Europe we use a secure, signed for service which usually takes 5-14 days.

UK SHIPPING COSTS
Free Royal Mail Tracked 48 (3-5 days)
£10.00 Next Business Day Shipping orders up to £150
(Must be ordered Mon - Fri before 12 Noon for next business day delivery)
£15.00 Next Business Day Shipping orders £150 - £350
(Must be ordered Mon - Fri before 12 Noon for next business day delivery)
£20.00 Next Business Day Shipping orders over £350
(Must be ordered Mon - Fri before 12 Noon for next business day delivery)

Returns
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please email us at info@auberonandjames.com to notify us that you will be returning items. Please quote your order number and let us know which items you will be returning.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. PLEASE READ THE BELOW NOTES REGARDING UNDERWEAR AND UNDERSHIRTS.

UNDERWEAR - IMPORTANT
Please note that we cannot accept any underwear for returns if the packaging has been opened due to hygiene reasons.
Our "First Try" policy covers the first pair of underwear purchased by an individual customer as follows: For the first pair of underwear purchased by a customer we offer a full refund or free exchange for a different size or style of underwear - this offering applies only to Briefs, Hipster Trunk and Boxer Trunk styles and is valid for the first pair only. Any subsequent pairs to be returned must be in unopened packaging to be accepted.

UNDERSHIRTS - IMPORTANT
If trying on undershirts for size please note that they are fitted garments - as such please ensure that no antiperspirant, deodorant, perfume/cologne, moisturiser, sweat or other substance is present on skin when trying undershirts on - any garments bearing any marks or traces of those (any other products or substances - list is not exhaustive) will unfortunately not be eligible for return/refund.
Additional non-returnable items:
- Gift cards
- Any item that is returned more than 28 days after delivery

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@auberonandjames.com

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@auberonandjames.com including images to request a returns label then send your item to: Auberon and James Ltd, Pera Business Park, Nottingham Road, Melton Mowbray, LE13 0PB, United Kingdom.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should mail your product to:
FAO Returns
Auberon and James Ltd,
Pera Business Park, Nottingham Road,
Melton Mowbray,
LE13 0PB,
United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and until we have received the items all responsibility for the items lies with the shipper (you and your shipping provider).