We’ll help you get started! Just have your order number and shipping zip code in hand. You’ll find your order number in your AvA Order Confirmation Email or Packing Slip.

Got it? Then lets get started!

• Returns must be made within 15 days of receiving your order. Please note that a flat fee of $8.00 fee will be deducted from your order refund for return shipping.
• Merchandise being returned must be in its original condition with all tags attached. Merchandise must not be used, worn, altered, or washed.
• We do not price adjust at this time.
• Refunds will be issued in the original form of payment. Shipping charges are non-refundable.
• Upon receipt of returned merchandise, Ala von Auersperg reserves the right to deny a refund if the merchandise does not meet return policy requirements.
• ITEMS PURCHASED AS “FINAL SALE” ARE ELIGIBLE FOR EXCHANGE OR STORE CREDIT. RETURNS ON FINAL SALE MERCHANDISE MUST BE MADE WITHIN 30 DAYS OF RECEIVING YOUR ORDER TO QUALIFY FOR AN EXCHANGE OR STORE CREDIT. PROMOTIONS INCLUDING COUPONS AND PROMO CODES, CANNOT BE APPLIED TO SALE PURCHASES.

At this time, all international purchases placed through International Checkout are final sale and non-refundable. No returns or exchanges will be accepted.

Trunk Show purchases must be made within 15 days of receiving your order. Please note that a flat fee of $8.00 fee will be deducted from your order refund for return shipping.

Please allow 2 weeks from the day you ship your package for your account to be credited. Allow 1-2 billing cycles for the credit to appear on your statement.

In the case of items damaged during shipping, please immediately email us at customercare@alavonauersperg.com. Please include “Damaged Product” in the subject of the email. We will work with you to replace your item as quickly as possible.

A package is considered lost if it has not been marked as delivered by the carrier within 14 days of the shipping date. Claims for lost packages must be submitted to Ala von Auersperg within 14 days after the expected delivery date to allow us to file a claim with the shipping carrier. Claims submitted outside of this window cannot be accommodated.

Packages marked as “Delivered” by the carrier are not considered lost. Ala von Auersperg is not responsible for packages that are lost or stolen after delivery has been confirmed by the carrier. This includes situations where the package is left unattended, delivered to a shared or unsecured location, or retrieved by someone other than the intended recipient.

Once an order has been shipped, responsibility for delivery rests with the carrier. Ala von Auersperg will assist customers, when possible, in filing carrier claims; however, replacements or refunds are not guaranteed and are subject to the carrier’s investigation and insurance determination.

Customers are encouraged to provide a secure delivery location and to monitor tracking information closely once an order has shipped.