Return & Refund Policy
At AORARA, every pair of shoes is carefully crafted with attention to detail, comfort, and individual style. Since our products include handmade and customized high-heel shoes, we kindly ask customers to review our Return & Refund Policy before placing an order.
1. Order Confirmation
Before completing your purchase, please carefully check your selected shoe style, size, heel height, color, material, and customization details. Once an order is placed, we will begin preparing the production process as soon as possible.
If you need to make changes to your order, please contact us within 24 hours after placing the order at support@aorara.com. After this period, changes may not be guaranteed because production may have already started.
2. Return Eligibility
We accept returns for eligible items within 14 days after delivery.
To be eligible for a return, the item must be:
- Unworn, unused, and in original condition
- Free from stains, scratches, odors, or signs of wear
- Returned with original packaging, shoe box, tags, and accessories
- Approved by our customer support team before being shipped back
Please contact us before sending any return. Returns sent without prior approval may not be accepted.
3. Non-Returnable Items
Because AORARA specializes in handmade and custom high-heel shoes, the following items are not eligible for return or refund unless they arrive damaged or defective:
- Custom-made shoes
- Personalized designs
- Shoes made according to selected size, material, color, heel height, or special request
- Final sale or promotional items
- Items that have been worn, damaged, altered, or used
- Items returned without original packaging
Please make sure your customization details and size selection are correct before placing your order.
Custom High Heel Shoes – Color Difference & No Return Policy
Please note that all custom-made high heel shoes are produced according to your selected color, material, size, and style preferences. Due to differences in computer screens, mobile device displays, lighting conditions, color cards, and production batches, the actual color of the finished shoes may vary slightly from the color shown online or on the color chart.
If you have concerns about color accuracy, please contact our customer service team before placing your order. We can provide real-life photos or additional color references for your confirmation whenever possible.
Color differences within a reasonable range are not considered a quality issue. Please place your order carefully. Once a custom order is confirmed and production has started, it cannot be canceled, returned, exchanged, or refunded due to color differences or personal preference.
By placing an order, you acknowledge and agree to this policy. If you are highly sensitive to color variations, please do not place an order.
4. Size Issues
We strongly recommend checking our size guide before ordering. If you are unsure about your size, please contact us for assistance before placing your order.
For custom or made-to-order shoes, returns due to incorrect size selection by the customer may not be accepted. However, we will do our best to help provide a reasonable solution when possible.
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at support@aorara.com.
Please include:
- Your order number
- A clear description of the issue
- Photos or videos showing the problem
- Photos of the package and shipping label if applicable
After reviewing your request, we may offer a replacement, repair, partial refund, or full refund depending on the situation.
6. Return Process
To request a return, please email us at:
Please include your order number and reason for return. Our customer support team will review your request and provide return instructions if your item is eligible.
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect due to our error.
We recommend using a trackable shipping service. AORARA is not responsible for lost or damaged return packages.
7. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Original shipping fees are non-refundable unless the return is caused by our mistake.
8. Exchanges
We may offer exchanges for eligible items depending on product availability. For custom-made items, exchanges may not be available unless there is a confirmed quality issue or order error.
Please contact us at support@aorara.com for exchange assistance.
9. Order Cancellations
Orders may be canceled within 24 hours after purchase. After 24 hours, cancellation may not be available because handmade or custom production may have already begun.
If production has already started, we reserve the right to refuse cancellation or deduct production-related costs from any refund.
10. Contact Us
If you have any questions about returns, refunds, sizing, or custom orders, please contact us:
Email: support@aorara.com
We’ll be happy to assist you.