Return & Refund Policy

Last Updated: January 9, 2025

This Return & Refund Policy applies to aubenacre.com (the “Site”), operated by Eclipsera Fashion LLC (“we,” “us,” “our”). It explains return eligibility, how to request a return, refund timelines, and how we handle issues such as defects or wrong items.

Return Window

You may request a return within 30 days from the date your order is marked “Delivered” by the carrier (based on tracking information).

Restocking Fee

No restocking fee. We do not charge a restocking fee for approved returns.

Cosmetics Hygiene Policy (Return Eligibility)

Because we sell makeup/cosmetics, returns are accepted only if the item is:

  • Unopened
  • Unused
  • Seal intact (if applicable)
  • In original packaging and in resalable condition

Important: Opened, used, or tampered cosmetics are not eligible for return due to hygiene and safety reasons, except where required by law or when the item arrives defective or you received the wrong item.

How to Start a Return (Approval Required)

Warning: Our office address is NOT a return address. Do not send returns to the address on the package without prior approval. Packages sent to the wrong address may be rejected.

To request a return, please email us at service@aubenacre.com with:

  • Your order number
  • The email address used at checkout
  • The item(s) you want to return
  • The reason for the return

If approved, we will provide specific return instructions and the correct return warehouse address.

Return Shipping Costs

Free Returns for Verified Issues:
For verified issues such as defective items, items damaged on arrival, wrong items shipped, or missing items due to our error, we will cover the reasonable shipping costs required to correct the issue.

Customer-Paid Returns:
For customer-requested returns (e.g., ordered by mistake, change of mind, or didn't like the product), if the return is approved (must be unopened), return shipping costs are the customer’s responsibility.

Reporting a Product Issue (Defect / Damage / Wrong Item)

If you received a defective item, damaged item, missing items, or the wrong item, please contact us as soon as possible and include clear photos when available for verification.

For quality issues, we will provide a response within 2 business days after receiving your complete information (including photos when needed).

Your Remedy Options for Verified Quality Issues

After verification of a quality issue or wrong item, you may choose one of the following remedies:

  • Refund: Full refund to your original payment method.
  • Reshipment: We send a replacement item at no cost to you.
  • Exchange: Exchange for a similar item of equal value.

Refund Timing

Once we receive and inspect an approved return (or once a refund is approved for a verified issue), we will process your refund to the original payment method (PayPal or Venmo) within 7 business days.

Please note: After we process the refund, PayPal or your financial institution may require additional time to post the refund to your account balance.

Delivered but Not Received

If tracking shows “Delivered” but you did not receive your package, please contact us within 5 business days of the delivery scan so we can assist with the next steps.

Contact Us

For return requests or refund questions, please contact us:

  • Email: service@aubenacre.com
  • Phone: +1 (501) 500-3915‬
  • Support Hours: Mon–Fri, 9:00 AM–5:00 PM (Eastern Time, ET)

Company Information:
Eclipsera Fashion LLC
1500 N Grant St Ste N
Denver, CO 80203, United States