Orders & support
When you can cancel an order, how refunds work, and what to do if something arrives damaged or incorrect. Last updated: May 29, 2026.
This page explains cancellations and refunds for purchases made on Decor Aura. It works together with our general Policies, Terms & Conditions, and Privacy Policy.
Because many of our products are handcrafted or made to order, change-of-mind returns are not offered in line with our final sale approach—please see below for when we can help with cancellations, refunds, or replacements.
Before dispatch: You may request cancellation of an order only if it has not yet been dispatched. Contact us as soon as possible with your order number. If we confirm the order is still being prepared and not handed to the carrier, we will cancel it and issue a full refund to your original payment method.
After dispatch: Once your order has been shipped, we cannot cancel it in transit. Our standard shipping, delivery, and damaged-in-transit rules then apply (see our Policies).
We reserve the right to cancel orders in cases such as stock unavailability, pricing errors, suspected fraud, or inability to deliver to your address. If we cancel your order, you will receive a full refund for amounts already paid.
As stated in our final sale policy, we do not accept returns or exchanges for change of mind, including dislike of colour, fit, or style, or ordering the wrong size, once the purchase is confirmed—please review product details carefully before buying.
Exceptions apply where we are at fault or the item is unusable as delivered—for example, significant damage in transit (see below), or a clear error on our part (such as the wrong product shipped). In those cases we will work with you on a refund, replacement, or other fair resolution after verification.
If your order arrives damaged in transit, contact us within 24 hours of delivery with clear photos of the outer packaging and the affected item(s), plus your order number. We will review your claim and explain the next steps—which may include replacement or refund, depending on stock and the nature of the issue.
If you received the wrong product or an item that is clearly defective due to our error, contact us promptly with photos and your order details. Do not dispose of packaging until we advise, as it may be needed for carrier claims.
When a refund is approved (for example, after a valid cancellation before dispatch, or after we confirm a damaged/wrong-item claim), we will process it to your original method of payment unless we agree otherwise in writing.
Approved refunds are typically initiated within a few business days after approval. Depending on your bank or card issuer, it may take approximately 5–14 business days for the amount to appear on your statement. If you do not see your refund after that window, contact your bank first, then reach out to us with your order number.
Any promotional discounts or shipping charges applied at checkout will be handled in line with the specific order; partial refunds, if any, will be explained when we confirm your case.
07 · Need help?
Email us with your order number and a short description. We typically respond within one business day.
