Refund policy

Refunds and returns

VINH S NGUYEN sells perishable frozen seafood through aureliacouture.shop. This page explains when we refund, when we replace, and how to start a claim.

Before an order ships

You can cancel for a full refund at any point before the parcel leaves us. Email support@aureliacouture.shop or call +61 437 851 029 and we will stop the order and refund the whole amount, delivery included.

After an order ships

Because frozen food cannot be resold once it leaves our cold store, we do not accept change-of-mind returns after dispatch. If the parcel is still sealed and you contact us within 30 days, we will consider a refund of the product value less the delivery charge, provided the goods have stayed frozen throughout.

If something is wrong

Open the parcel as soon as it arrives. If the seafood is thawed, spoiled, damaged or not the item you ordered, tell us within 48 hours of delivery. Send your order number and a few photographs of the product and the packaging to support@aureliacouture.shop. Where the problem is ours we replace the item or refund it in full, including the delivery charge on that item, and you do not need to return the food.

Parcels that go missing

If tracking says delivered but nothing has arrived, contact us within 48 hours. We will raise an investigation with the carrier and, if the loss is confirmed, replace or refund the order. Where an address was supplied incorrectly, or the parcel was left unattended at your request, the loss sits with the delivery arrangement you chose.

How the money comes back

Approved refunds go to the original payment method, usually within 5 to 10 business days. We email you when the refund is approved so you know to watch for it.

Rights you always have

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law: a replacement or refund for a major failure, compensation for foreseeable loss, and repair or replacement where goods are not of acceptable quality. Nothing on this page reduces those rights.

Refund questions: support@aureliacouture.shop or +61 437 851 029. Postal address: 19 Tamarind Cres, Werribee VIC 3030, Australia.