Refund policy

Please be ensured that we use a two-step process in filling orders, the first is a double-cross-check of ordered items with items in shipping package, the second being a quick video verification of items in shipping package. This two-step process is conducted on every order packaged to mitigate mistakes in the processing of your order. If there is any error, photo and/or video verification will be necessary in forwarding your request for credit or exchange.

Returns: we have a no-return policy, which means we do not provide refunds on any items. Due to the nature of use for personal and self-care items, regardless of purpose or use, we do not accept returns for refunds or provide refunds.

Credits or Exchanges: to be eligible for a credit, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. To begin a credit or exchange request, contact us at hello@aumoui.ca and provide the following information: nature of request; reason for request; provide images; provide receipt. If your request for credit or exchange is accepted (we will confirm whether a credit or exchange will be issued), then returns will need to be sent to the following address: 898 Carnarvon Street, Unit 2109, New Westminster, BC, V3M 0C3, Canada. Items sent back to us without first requesting a credit or exchange will not be accepted. Depending on your country of residence, shipping your goods may take longer than expected. Upon receipt of your order, contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We ship using only reputable companies who are in the business of shipping, therefore, to reduce carbon footprint, minor bumps or dents in soaps is not sufficient for a credit; however, any severely damaged or broken items certainly are. Note: credits may be applied at our discretion to any items; exchanges are only considered for lifestyle items, such as clothing (not under-clothing).

Eligibility: certain types of items cannot be returned, such as perishable goods (perishables, e.g. food items, flowers, or plants), custom products (such as bespoke special orders or personalised items), and personal care goods (such as self-care / beauty products); and under-clothing (panties, bras, etc.). We cannot accept returns on sale items or gift cards. The fastest way to ensure you get what you want is to contact us at info@aumoui.ca, and make a request for exchange and provide clear reasons. If accepted, then return the item you have. Once we receive the parcel, we will advise you to then make a separate purchase for the new item.

European Union 3-day Grace: notwithstanding the above, if merchandise is being shipped to you in the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. For this reason, items will not be shipped until after the 3-day period. The aforementioned eligibility and criteria for credit / exchange also apply to any purchases made in the European Union.

Hand-Processed Shipping: shipping times vary, depending on the destination in the world the package is being shipped to. Basic time-frames are as follows. Canada 1-2 weeks; USA 1-4 weeks; EU 3-6 weeks; Elsewhere 3-8 weeks. These times are approximate, and we do our best to ensure your package is shipped efficiently and with no mistakes, using a two-step processing system. Given these time-lines, cancellations on orders cannot be made. Should you have any questions contact us at info@aumoui.ca.

Cancellations / Amendments: orders cannot be amended once placed.