Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original unopened packaging. You’ll also need the receipt or proof of purchase. Please note some items are not eligible for a return under any circumstances including but not limited to swimwear, scented collections, socks. For more information review the individual product descriptions.
To start a return, you can contact us at boutique@auraskypool.com
UAE Returns – You may visit the AURA Skypool Boutique in person at AURA Skypool, 50th Floor, Palm Tower, Palm Jumeirah, Dubai, UAE during our operational hours which are subject to change. Alternatively, a collection may be arranged by contacting us at boutique@auraskypool.com
International Returns (outside of the UAE) – The return process may be arranged by contacting us at boutique@auraskypool.com
AURA Skypool Boutique is not liable for any return or shipping expenses, all such expenses should be borne by the customer.
Please note that returns will need to be sent to the following address: Nakheel Mall Loading Bay, AURA Skypool, 49th Floor, Palm Tower, Palm Jumeirah, Dubai, UAE.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. AURA Skypool Boutique reserves the right to refuse any return that does not meet the conditions outlined in this policy.
You can always contact us for any return question at boutique@auraskypool.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable swimwear, scented products, socks, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, capsule collections, special editions or gift vouchers (Boutique or Experiences).
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original unopened packaging. You’ll also need the receipt or proof of purchase. Please note some items are not eligible for a return under any circumstances including but not limited to swimwear, scented collections, socks. For more information review the individual product descriptions.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Refunds will only be processed once the returned item has been received and inspected, and may be denied if the item is not in its original condition or is missing parts, tags, or packaging. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note refunds via any other method than used for payment is not possible.
If not approved, AURA Skypool Boutique shall return the item back to you in the conditions that it was received.
If more than 15 business days have passed since we’ve approved your return, please contact us at boutique@auraskypool.com