Help Center

We currently accept payments from key global payment providers such as Visa, Master Card, American Express, Paypal, Amazon Pay, Shopify Pay and Apple Pay.

Our team are currently working very hard to add other major payment providers to our portfolio to make sure your order experience of our site is simple and hassle free as possible!  

We ship our products to over 140 countries worldwide. Please note that shipping times may vary depending on where you are. And shipping costs will automatically apply at the checkout step of your transaction. Except when “Free No Rush Delivery” is selected or applied, where as part of our current “Free No Rush Delivery” promotion, we will cover the postage cost on your behalf.  So you don’t have to pay for postage.

Please note due to logistic issues, postal reach and global sanctions in some places we are unable to sell to customers in the following countries:

Afghanistan, Angola, Bangladesh, Brunei, Burkina Faso, Burundi, Cambodia, Chad, Congo, The Democratic Republic Of The Congo, Cuba, Equatorial Guinea, Eritrea, Ethiopia, French Guiana, Gabon, Gambia, Ghana, Grenada, Islamic Republic Of Iran, Iraq, Jordan, Kazakhstan, Kenya, Democratic People's Republic Of Korea, Kyrgyzstan, Lebanon, Liberia, Libyan Arab Jamahiriya, Malawi, Myanmar, Niger, Nigeria, Oman, Pakistan, Palestinian Territory, Russia, Rwanda, Saudi Arabia, South Korea, Sri Lanka, Syria, Uzbekistan, Vietnam, Western Sahara, Yemen, Zambia.

Customers from Southern America and Africa region may not be able to get some items on Free Shipping Worldwide and only can get items on courier deliveries due to postal issues and postal safeties. 

Please feel free to contact us if you have any questions or if there are any specific products that you really like and we can arrange suitable courier options for you. 

We take safety and security of your data very seriously. As such, we only use key global payment providers and run our site on one of the best hosting service, Shopify, who complies with the highest level of Payment Card Industry (PCI) standards to make sure all your card details are secure and your data is safe.

If you have provided us with your credit card information at the checkout, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  And we follow all PCI-DSS requirements and implement additional generally accepted industry standards to protect your personal data.

Please note, AubeNord, itself does not have access to any of your card details and all your payments are processed via Shopify which is later on remitted to us.

Also note, we will not sell your personal data to anyone for any purposes.  

At times, we may share your limited transaction details to our trusted third parties, warehousing partners, or carefully selected suppliers to act on our behalf to fulfil your orders, deliver packaging, or providing customer service.

Feel free to read more under our Privacy & Policy

Yes, absolutely. We only source our products from registered and vetted suppliers. 

We currently hold our stocks at our selected warehousing fulfilment partners in Europe, Asia and United States to make sure you receive the items as fast as possible. And with most savings passed on to you by keeping our costs low. This is why at times it may take just a little longer to receive some of the items from us. 

From time to time, we do offer product give aways to our customers as part of our promotions. For this the customers only need to pay for the shipping cost of the item at the checkout. This is the free+shipping rate that you will find on your checkout.

Please note, majority of our products are delivered free of charge with the exception of free item give aways mentioned above.

In terms of our shipping, we do offer different shipping options depending on the product and which one of our warehouses they come from. Sometimes we offer:

• No Rush Delivery - which means it can take up to 20-40 days for delivery (but usually a lot sooner). 
  
• DHL / Fast Service - which can take anything from 3 -10 working days (subject to location/ accessibility)

You will receive your items from your local postal service at your shipping destination, once orders have left our fulfilment centres and after its been processed at your local customs holdings. 

Please note that shipping times may vary depending on where you are and where we have stored the stocks in our partner warehouses.

Once your order is processed, it could take up to 2- 8 weeks (max) to receive the items. But usually takes a lot less.  

You will also get a shipping tracking number soon after your item is shipped.  So you can always find out on its whereabouts during the shipping process.

Your orders would be delivered by your local post office during the business hours in the week (e.g. Monday to Friday, 9 am – 5 pm). At times, your local post office (e.g: Royal Mail in UK) at their discretion may contact you re-arrange alternative delivery times/ days if you are not at home. 

Don’t worry if you missed your delivery time.

Your local postal service will try and re-arrange another delivery time/ day or often will leave you a note to make you aware of where they are storing your item and which depot. 

We appreciate your need to track your item to have it as soon as possible. However, there are times that some items deliveries may take longer than usual which are out of our control.

On some occasions destination country’s border and customs controls may keep the items in hold a bit longer for processing and sometimes without any explanations. We have been advised that Customs in some territories such as Greece, Argentina, Brazil, Canada and South Africa could sometimes take a bit longer than usual to process hold items.

We kindly ask you to remain patient during your package delivery process. 

Yes, you are required to pay for any Duties, Import Tax, Customs or relevant Sale Tax in your region by law.

Each country and in some cases individual counties or local governments (e.g. Washington, etc) have their own regulations to Customs, Duties, Import tax and Sale tax. As a result, we are NOT responsible for any of these charges or costs imposed by Customs on your purchases. We highly advise you to check the pricing guide at your local custom office for further information on fees and how it would impact.

Please note, at times some of the items may reach you from our fulfilment partners outside of your residing territory to make sure we are keeping the costs as low as possible and to pass you the most product savings. And hence cannot guarantee nor can be responsible for any of the above-mentioned customs or duty related charges. 

We advise all our customers to make sure they have captured the correct shipping address/ details at the checkout stage of the purchase.

We are unable to take any responsibility if your items were sent to the wrong address/ or if the package has been lost/ stolen due to inputting incorrect data at the checkout.

In an unfortunate circumstance that your item is sent to the incorrect address, stolen or lost we advise you to: 

1) Submit a claim to your local post office/ delivery office with your tracking details immediately. 

2) Let us know know of any issues within maximum of 3 days post receiving our shipment delivered notification - and we will try our best to help. Any communications later than this time frame will not be accepted for any claims.

We request to let us know immediately after you submit your order by emailing us at Customersupport@aubenord.com with “Request to Amend Shipping Address” in the email headline, with your purchase ID information and your correct details.

As long as you let us know right away, we may be able to change this prior to your item being processed. However we cannot always guarantee this, nor can take any responsibility for the error as we operate under automatic fulfilment system.  Please note we cannot change the shipping address for any other reasons at this stage. 

Please note this is not something that can be edited or changed. Once all details are submitted they are recorded as final to prevent against payment fraud. 

Please send us an email to Customersupport@aubenord.com with “Request to Cancel Order” in the headline, with your purchase ID and purchase information immediately after order is submitted. And we will do our best to help you.

However as all our items are fulfilled automatically we cannot always guarantee this if its not emailed back to us literally immediately. 

Unfortunately as all our items are fulfilled automatically, we are unable to edit orders at this stage. 

Should you find yourself not satisfied with your purchase, please check our return or exchange policy for more information.

We are truly sorry to hear that you got the wrong product from us. In the rare occasion that this happens due to the fulfilment process, we would appreciate if you send us an image of the incorrect item/s with your purchase ID to customersupport@aubenord.com. And we will make it up to you by sending you the correct product right away, free of charge.

You can keep the other item as a gift from us for your troubles.

We are very sorry for your experience and that your item arrived damaged!

Please send us an email at customersupport@aubenord.com with a photo of the item, transaction ID and your information. And we will send you another identical replacement item right away for free. 

We currently stock our items at various fulfilment partners across Europe, Asia and United States. To make sure we keep the costs down and to pass on as much savings as possible to our customers. As such its rather common to receive your items in separate packing or across several days/ weeks apart as some could be shipped from different destinations.

We would like to thank you for your order and really appreciate your patience while waiting to get your products. 

We are very sorry that you did not like your item. Customer satisfaction is very important to us.

If you would like to exchange the item for something else, please email us within 1^st three days of receiving the item at customersupport@aubenord.com. With a brief description on your purchase and why you would like to exchange the item and we will do our best to help you. 

Exchanges are offered in a form of in-store credit, where you can then use to buy any other product available at a time. For exchanges the £8 cost of shipping re-delivery fee for no rush shipping in EU or £25 for DHL method shipping in EU will be deducted from your in-store credit. For rest of the world exchanges, we will apply the couriers shipping rate fees which ranges by volumetric weight of the item and delivery speed, typically range by £40 for every 500g - subject to delivery zone.  

Please note as part of our exchange policy, you need to post us your existing item (with any seal, shrink-wrap and original packaging intact) along with completed Returns form back to us.

We request not to send the items to the packaging address unless advised by our Customer Support team. 

You are responsible for all postage, handling or shipping fees relating to your item returns. We are not responsible nor can reimburse, cover, refund or pay for any fees you may have incurred as part of your purchase or returns process, including any government fees, custom fees or taxes or VAT.

If you are shipping an item over £70 GBP, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee, nor will be liable for missing products or that we will receive your returned item. 

See more under our Return Policy Section.

Only regular priced items may be refunded, unfortunately sale/ discounted items or Gift Cards cannot be refunded or returned.

Please see our Return Policy for more information on this. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. And will let you know 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.

Should you have used a promotional code or credit as part of your order or your purchase, we cannot refund or replace your the promotional codes, or refund these credits.

If you receive a refund, the cost of our original shipping fee per item (minimum £8 as part of our No Rush Delivery per item) will be deducted from your refund.

• Your happiness and satisfaction from your purchase of products and services from us is our number one priority. If for any reason, you are not happy with your purchase, or if there are any issues, please contact our customer team at Customersupport@aubenord.com and we will be happy to help you with your queries wherever we can as quickly as possible.
  
• Please note, we have 14 days return and refund policy from your purchase date for majority of our products. But if 14 days have gone since your purchase, we can’t offer you a refund or exchange.
• To be eligible for a return, your item must be unused and in the same condition that you received it (with any seal, shrink-wrap and original packaging intact). It must also be in the original packaging and must include the original proof of purchase receipt and returns form with your name printed on it.
• Several types of goods are exempt from being returned. 
• After agreeing with our Customer Support team on your item Returns, please complete our Returns form (found in the Shipment Delivered email) and send it along with your item to our warehouse. 
• Please do not send your items back nor send it to the shipped from address without consulting to us first. As we have different warehouses in different regions to make sure we process your items faster. 

Please see our Returns Policy section for more details.

The Invoice can be found as a downloadable PDF in your Order Confirmation and all Shipment Update emails. Similarly a PDF copy of your Return form can be found in the final Shipment Delivered email from us. 

Alternatively, feel free to contact our Customer Support team (at customersupport@aubenord.com ) and our team will be happy to send you a copy right away. We usually don't send these as print-outs to help reducing our carbon footprint in the environment. 

For returns, please refer to our returns section for more details. 

Cookies are small amount of information that’s downloaded on to your computer’s hard drive as small text files when you visit certain websites.

At Aubenord, we use different number of cookies on our website to understand useful information about our site traffic and user behaviour. This in order to improve the browsing experience of all our users and to personalise any future visits they make to our site. For instance to remember your login/ region information, shopping cart information and any other settings you have previously selected on our site. So you don’t have to re-enter these information each time you return to our website or browse from one page to another. This way we can deliver you a better and a more tailored experience of our site in your future visits.

You do have a complete control of cookies from your device browser settings. These cookies do not give us any personal information about you and you can stop to receive them at any time by modifying your browser configuration. However, if you choose to disable them, you may not be able to access some parts of our pages or benefit from a personalised viewing. 

Please note, by using Aubenord website and services, you acknowledge that you have read and agreed that cookies, web beacons, or similar storage technologies may be placed on your device or computer from which you access our website. You also agree to the terms of our Privacy Policy and Cookie Policy. We use cookies to recognise you, your browser and your device to offer you a more personalised browsing experience. We also allow carefully selected third parties to use cookies, pixels and ad tags while you are browsing our Website. These collect information about your browsing habits and usage and allow us to show you ads while you are browsing our Website and other sites on the internet. 

Please read more on our Cookie Policy for more details.

We use different types of cookies to run our website, such as:

1.    Strictly necessary cookies: These cookies are important to allow you to browse our website, access its secure areas and use our full website features. And are key for the smooth operation of our website. Without these cookies, it is impossible to create a connection to the user profile and/or to use the website in full. For example these cookies can detect your device to deliver you an optimised viewing based your browser type or device type or allows you to sign in to your members account. We also use user-input cookies for the duration of their session to help keeping track of user’s form inputs that span across several pages. We do not use these cookies to collect personal information about you. These cookies are stored on your device until your browser closes.

2.   Functionality cookies:These cookies provide you with a convenient and a more complete use of our website. They also can help to make your site usage and visit more personalised. These cookies are stored permanently on your device. We use these cookies to remember your previous site choices or information you’ve provided, such as your username, email address, language, or the region you are in. And allows us to tailor your website experience specifically to your preference. Some of the functionality cookies we use include:

·       User-specific security cookies: These cookies are set for specific tasks of increasing the security of the service. For instance to detect authentication abuses for a limited persistent duration, like repeated failed login attempts.

·       User facing customised persistent cookies: These cookies are used to store a user’s preference regarding a service across our site pages. For example if you agree to use the “remember me” function.

·       Load balancing session cookies: These cookies are used for the duration of the session to identify the same server in the pool in order for the load balancer to redirect user requests appropriately.

·       Multimedia content player session cookies (or flash cookies): are used for the duration of a session to store technical data needed to play back audio or video content (e.g. image quality, buffering parameters and network link speed).

·       Performance cookies:These cookies collect information about how our users use our website, and how often. These cookies are only to gather information for statistical purposes and are not mandatory for the use of our website. However as we are dedicated to delivering a great user experience and use many tools to help us improve our website browsing, we do require you to consent to use them. 

3.   In addition, we use Web Beacons on some of our pages or in some of our email messages. They basically notify us of your visit or if you have received our emails. These are also called sometimes as pixel tags or clear GIFS. And since they are used with Cookies, if you disable your Cookie, then we will only detect an anonymous site visit. 

Please note you do have a complete control of cookies from your device browser settings. These cookies do not give us any personal information about you and you can stop to receive them at any time by modifying your browser configuration. However, if you choose to disable them, you may not be able to access some parts of our pages or benefit from a personalised viewing. 

Yes ofcours! You can control and manage cookies in various ways. 

When you visit our website you are presented with an informative statement on top of our homepage, seeking your consent that our website uses cookies and only continue to proceed if you agree with our cookie policy and privacy policy. 

Please note most browsers automatically accept cookies. But If you wish to revoke your consent from saving cookies on your device, you can do so by selecting delete all cookies in your browser settings or browser tools preference or set-it up as block all cookies from being saved.

You can find out more on how to do this by clicking on the “help” button from your browser settings and follow the instructions (we have listed some key browsers types with relevant links in our Cookie Policy page for ease of reference). 

Please note that removing or blocking cookies can have a negative impact on your browsing experience of our site as some areas wouldn’t display or you may no longer be able to fully access it.

There are various ways for us to receive and process your personal information to fulfil our services to you and to improve our operations, such as:

• When you visit our website, and other sites accessible within our site, purchase something from our store, as part of the buying and selling process, or when you voluntary register with us or update your existing profile with us, including for our newsletters subscriptions, competitions or to receive our catalogues, or when you use our communications services, answer surveys, filling in forms, enter contests, or when you post on our message boards, or making other submissions or use on our site and/ or on our channels (including joining our social channels and pages) as well as participate in our promotional opportunities, we may collect the personal information you give us to communicate with you, such as your contact details including your name, address and email address. 
• When you use our communication services such as Email marketing, with your permission and consent, we may send you emails about our store, new products and other updates. For this reason, and when you purchase something from us in order to send your purchase confirmation email, relevant notifications and shipping updates, we may at times share and process your contact information using our push notification service and email system providers.
• When you choose to send an email from our Site to a friend, we may collect your friend’s name and email address which is to be used for forwarding email only and not saved as part of marketing databases nor in our customer base.
• When you browse our online store, engage with our apps, network or services, we also automatically receive some information using technologies (e.g. cookies), on your computer’s internet protocol (IP) address, location, user behaviour and other technical information about your use of our network (including device data) and site in order to provide us with information that helps us learn about your browser and operating system to improve our future onsite experience.
• Based on your cookie status we may at times use its data for better ads targeting across our various social platforms and email channels using our email and retargeting marketing apps. 
• At times we may aggregate and annonymize our collected customer information and share in various formats with our trusted partners, third parties or advertisers to help with our future product research and to improve our services.
• When you purchase something from our store your personal and financial information will be used and processed by our global payment providers and Shopify fraud detection service to ensure fast and secure way to manage and process your payments. These providers all adhere to highest global security standards and measures for handling payment information. 
• After your purchase, based on our stocks locations, we will then share your shipping information with our own internal warehouses or carefully selected warehousing partners and suppliers and shipping carriers providers to manage your shipment, handling and processing. We do this to make sure we are keeping the costs as low as possible for you, whilst selecting the most appropriate mode of transport for your shipment. 
• When you purchase something from us, we also share your some of your information such as order number and email address to our shipment tracking system so you can monitor your shipment status on our site. 
• Our website and social channels are intended for use by Adults only.  Those under the age of 16 in EU (or applicable laws in each country for online purchases) must not use the Site or provide AubeNord with any Personal Information.
• Please refer to our full Privacy and Policy for more information on these.

• If you are based in Europe, you have the right to access, rectify, erase and object the information we hold about you based on 1998 data protection act in UK as well as based on European General Data Protection (GDPR) act in 2018. 
• Please contact us with your enquiries and we will respond as soon as we can.
• Kindly note, by law we need to retain certain key financial and personal information for tax purposes for up to 2 years. As such we may not be able to agree to deletion of such requests.
• If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, please don't hesitate to contact our Data Protection and Privacy Compliance Officer at dataprotection@aubenord.com or by writing to us at

Aubenord

[Re: Privacy Compliance Officer]

Suite 6,

94 Fulham Palace Road,

Hammersmith,

London, United Kingdom

Code: W6 9PL

• We will inform all individuals who make enquiries or lodge complaints about procedures, as applicable.
  

• We sometimes run monthly competitions on our official social pages (Instagram and Facebook) by giving our winners £20 in-store credit. To quality for this, our fans need to post a selfie in our social pages wearing or showing our product/s.
• Our social team panel of judges will then pick the best picture/ video (whether funniest or most relevant to our themes). And the winner would then get contacted to receive their prize.
• The submissions must be following these themes: Funny, Comedy, Fashion, Trendy, Seasonal, Outdoor, Luxury, Dress Up, Casual, Beach, Pets, Swimming, Travel, Gym, Training, Party, Friends and Family.
• Please note your posts could be used in future as promotion campaign.
• We only can accept one submission per fan per month - so choose your best picks wisely. 
• You agree that your comments/ posts will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right.
• You further agree that your comments/ posts will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Please see our Terms and Conditions Policy for more details.

We'd love to hear from you - please use our contact us form to send us your message or ideas.

Alternatively see below our key departments contact information:

• Copyright@aubenord.com - for any Copyright related Questions
• Customersupport@aubenord.com - for any Order, Address or Shipping Related questions
• Dataprotection@Aubenord.com - for any Privacy Policy or Data related questions
• HRServices@Aubenord.com - for any HR related questions
• Sales@aubenord.com - for any sale or partnership opportunities
• Our business telephone line: +44-207-097-3969

We will try and get back to you as soon as we can.