Refund policy
Thank you for shopping with Auggust. If something isn’t right with your order, we’ll work with you to fix it.
Your 7-Day Window
You have 7 days from the day your order is delivered to contact us about any problem with your order. Please email us at helloauggust@gmail.com and include:
- Your order number
- A clear description of the problem
- Photos or a video as evidence. If photos don’t clearly show the issue, please send a short video.
Requests sent after 7 days, or without photo or video evidence, may not be eligible for a refund or replacement.
What We Cover
Damaged or defective items
If your item arrives damaged or defective, we’ll offer a replacement or a full or partial refund, depending on the issue. Minor imperfections such as loose threads, light wrinkles, or tiny marks are normal and aren’t covered.
Wrong or missing items
If you receive the wrong item, color, or size, or something is missing, send us photos of what you received. We’ll send the correct item or missing part, or refund you.
Sizing issues
Please check our size chart before ordering. If you believe an item doesn’t match its size chart, send us a photo of the item measured flat with a tape measure next to the size chart.
Orders delayed or not received
If your tracking shows no movement or your order hasn’t arrived after 45 days (US) or 35 days (other countries) from the dispatch date, contact us, and we’ll investigate. We can’t refund orders marked “delivered” unless there’s evidence of a delivery issue. Please check with neighbors and your local post office first.
Order cancellations
You can cancel for a full refund any time before your order is processed. Contact us as soon as possible.
Hygiene Policy: Intimates & Underwear
For hygiene reasons, underwear, panties, bras, bodysuits, and other intimate items cannot be returned or exchanged once opened, worn, or if the hygiene liner or seal has been removed. This doesn’t affect your right to a replacement or refund if your item arrives damaged, defective, or incorrect (see above).
Customers in the UK & EU
If you’re in the UK or EU, you have a legal right to cancel most online orders within 14 days of receiving them, without giving a reason. This right applies in addition to our 7-day policy above. To use it:
- Email us at helloauggust@gmail.com within 14 days of delivery to tell us you’re cancelling.
- Send the item back within 14 days of telling us. We’ll provide the return address.
- Items must be unworn and in original packaging. We may reduce your refund if the item has lost value from being handled beyond what’s needed to check it.
- Return shipping costs are paid by the customer unless the item is faulty or incorrect.
- We’ll refund you, including standard delivery charges, within 14 days of receiving the item back.
As required by law, this right doesn’t apply to sealed hygiene items (such as underwear) that have been unsealed after delivery.
What We Can’t Accept
- Change of mind or “don’t like it” (outside the UK/EU cancellation right above)
- Wrong size ordered, or an incorrect shipping address entered
- Items that have been worn, washed, or altered
- Opened intimates and underwear (see Hygiene Policy)
- Requests without photo or video evidence
- Requests made after the 7-day window (outside the UK/EU cancellation right)
How Returns Work
For most issues, we’ll refund or replace your item without needing it sent back. If we ask for a return, we’ll send you instructions and the return address. Please don’t send anything back before we confirm, as unapproved returns can’t be accepted.
Refunds
Approved refunds go back to your original payment method within 5–10 business days of approval.
Contact Us
helloauggust@gmail.com. We aim to reply within 1–2 business days.