Shipping Policy

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

FAQ

Last Updated: January 9, 2025

Below are frequently asked questions about ordering from aubenacre.com. If you still need help, please contact us at service@aubenacre.com.

Orders & Payments

What payment methods do you accept?
We accept PayPal and Venmo.
All payments are securely processed via PayPal. Even if you do not have a PayPal account, you may be able to pay with a debit or credit card via the PayPal Guest Checkout feature, depending on PayPal's availability in your region.

Do you charge sales tax?
Sales tax may apply depending on your location and applicable laws. Any required sales tax will be calculated and displayed at checkout before you complete your purchase.

Why was my payment declined?
PayPal may decline or hold a transaction for security or risk-control reasons. If your payment fails, please contact PayPal Support or try again using a different funding source linked to your PayPal account.

Can I cancel my order or change my shipping address?
You may request a cancellation or address change before your order ships, but we cannot guarantee that we can intercept or modify an order in time. Once an order has shipped, it cannot be canceled or rerouted.

Shipping & Delivery

Where do you ship?
We ship to the contiguous 48 United States and Canadian provinces only. We do not ship to Alaska, Hawaii, U.S. territories, Canadian territories, P.O. Boxes, or APO/FPO/DPO addresses.

How long does shipping take?
Orders are prepared within 1–3 business days (Mon–Fri, excluding holidays). After shipment, transit time is approximately 4–6 business days. Estimated total delivery time is about 5–9 business days. Delivery times are estimates and may be affected by carrier delays or peak seasons.

What is your warehouse cut-off time?
Our warehouse cut-off time is 3:00 PM (Eastern Time, ET) on business days. Orders placed after the cut-off may begin processing the next business day.

How much is shipping?

• United States (contiguous 48 states): Free shipping on orders of $34.90 USD and above; otherwise $12.00 USD per order.
• Canada (provinces): Free shipping on orders of $34.90 USD and above; otherwise $12.00 USD per order.

Currency Notice: Fees are listed in USD. If your checkout displays a different currency (e.g., CAD), the final amount shown at payment will apply.

Do you provide tracking?
Yes. We provide a tracking number after your order ships. Tracking updates may take 24–48 hours to appear.

What if tracking shows “Delivered” but I didn’t receive my package?
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.

Will I pay duties or import fees for Canada?
Canadian shipments may be subject to customs duties, import taxes, and/or brokerage fees. Unless explicitly shown and collected at checkout, these charges (if any) are the responsibility of the customer upon delivery.

Returns & Refunds

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

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

Can I return opened or used makeup?
For hygiene and safety reasons, returns are accepted only if items are unopened, unused, and in the original packaging with seals intact. Opened, used, or tampered cosmetics are not eligible for return, except where required by law or if the item arrives defective.

How do I start a return?
Please email service@aubenacre.com with your order number and reason for return. If approved, we will provide specific return instructions and the correct warehouse address.

Important: Do not send returns to the address on the package or our company office address. Returns sent without prior approval or to the wrong address may be rejected and not refunded.

Who pays for return shipping?
For verified issues (defect/damage/wrong item), we cover the cost. For customer-requested returns (change of mind/ordered by mistake), return shipping costs are the customer’s responsibility.

How long do refunds take?
Once we receive and inspect an approved return, refunds are processed to the original payment method within 7 business days. Banks may require additional time to post the funds.

Product & Safety

Do you sell skincare products?
No. We sell makeup/cosmetics only.

Do you make medical or therapeutic claims?
No. We do not advertise medical, therapeutic, or “treatment” effects for our products.

What age is your makeup recommended for?
Our products are recommended for ages 16+ as a usage guideline.

What should I do if I experience irritation?
Stop using the product immediately. If you believe the product is defective, contact us at service@aubenacre.com.

Customer Support

• 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