Yes, your payment details are completely secure. We use industry-standard encryption to ensure that your information is protected during the checkout process.

Our customer support team is here to help! You can reach us through the "Contact Us" page on our website or by writing to hello@bluecargocollective.com, and we'll get back to you as soon as possible.

Unfortunately, please note that we are only able to make changes to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email hello@bluecargocollective.com within 1-3 hours after placing your order. If the order has been shipped, we can no longer make modifications to your order.

We always try source for the best quality products for our customers. However, there are many factors that might have resulted your products to be damaged in the transit.

If you received a defective/damaged item, please kindly contact us by sending an email to hello@bluecargocollective.com, let us know your problem and please don't forget to attach photos/videos which can clearly show the issue.

Worldwide Shipping with exceptions

All packages shipped out will be via a trackable method. Once our shipping company forwards the tracking number to us, we will in turn send you the tracking number via email. Please see below for the estimated shipping times to your country/region.

Please be advised that we do not ship to the following countries:
Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana

Estimated shipping times:

• United States, Canada, Mexico ~ 7 to 12 business days;
• United Kingdom, Ireland,  Germany, Spain, Portugal, France, Latvia, Estonia, Lithuania, Poland, Czechia, Slovenia, Slovakia, Hungary, Romania, Bulgaria, Switzerland, Belgium, Italy, Greece, Norway, Sweden, Denmark, Finland, Netherlands, Georgia ~ 7 to 12 business days;
• Korea, Taiwan, China, Japan, Singapore, Malaysia ~ 10 to 15 business days;
• Australia, New Zealand ~ 10 to 15 business days;
• Brazil, Venezuela,  Philippines, Indonesia, India, Turkey, Kazahstan, Israel, Saudi Arabia, Jordan, Bahrain, United Arab Emirates, Kuwait  ~ 10 to 20 business days;
• Lebanon, Colombia, South Africa ~ 15 to 30 business days;

All the timeframes mentioned are considered business/working days, i.e. Monday through Friday, non-holidays.

Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains for the difference in the estimated shipping times stated above. Sometimes unforeseen delays occur due to mailing volume of shipping carriers, public holidays, peak periods, customs processing delays, inaccurate or incomplete shipment information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), or unavailability or refusal of the receiver to accept delivery.

Important note: the prices of the items you order do not include custom taxes and import duties, the costs of these charges vary for each country. 

Express Shipping by DHL, FedEx, Aramex, UPS or equivalent (6-13 days):

For enquiries on upgrading your order to express shipping, please send us an email at support@aubreyapparel.com immediately after placing your order with us and we'll respond to you with a quote and invoice for online payment. Do note that shipping by the express method costs about US$30-$50 per item, depending on the country it is being shipped to.

*Delivery times increase annually in November-December, because transport companies are overloaded with orders. Please take this into account and be patient.

Order Processing times:

Please note that Order processing time must be added on to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 3-5 business days, and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.

Most items will be processed within 1-2 business days, but could take up to 5 business days. Your order will be dispatch from the nearest warehouse when possible. Please allow extra time for your order to be processed during holidays and sale seasons.

Order Cancellations

We will not be able to cancel orders once it has begun to be processed. As a general rule of thumb, if you do not email us within 1 hour of placing an order, there is a high chance that we will not be able to cancel it. Nonetheless, do drop us an email at support@aubreyapparel.com as soon as possible if you would like to cancel your order.

Orders That Are Unable To Be Delivered

All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address when you placed your order, will not be our responsibility. We reserve the right to charge a restocking and shipping fee of 30-50% of an item's value if that happens. So please do remember to check your address carefully when you place an order. 

We are not responsible for packages that are lost or irretrievable from your designated shipping address once delivered. We strongly urge you to select a secure shipping location.
We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing in transit, please notify us immediately and we will file a claim with the shipping carrier. Please note that you will also need to file a claim with the shipping provider as the recipient. Aubrey Apparel reserves the right to charge a re-shipment fee.

Separate Packages

If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at support@aubreyapparel.com and we'll take care of it right away. 

Lost Parcels

Aubrey Apparel is not responsible for lost or stolen packages or packages delayed in transit. In the rare event that a package never reach you after 75 business days, and we can no longer trace the package in our tracking system. You will have to obtain a proof from your local post office stating that you haven't received any packages from our sending address within this time period, and we will ship out another package again as soon as possible.

Order Tracking

Once your order ships out and our database updated with your online tracking number, we'll send you an email with the online tracking information which you can use to track your package. If 6 business days has passed and you still have not received this email from us, simply drop us an email at support@aubreyapparel.com and we'll check it out for you right away.

Delivered But Not Delivered

If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the shipping carrier for more information. We are not responsible for packages that are delivered but not received. Shipping fees will not be refunded for undeliverable orders.

If the package is returned by the post office or shipping carrier, then it will either get destroyed or become an unregistered package on the way back. Since no one is paying for the return, it might get lost on the way back or destroyed by the custom. If we receive your return package, additional fees will be charged to cover any costs incurred.

All orders are fulfilled directly from our partners overseas in Turkey, Hong Kong and China which allows us to provide you the lowest price on quality items.

Once an order is successfully placed, you will receive an automated email stating that your order is awaiting fulfillment. This means it is waiting to be sent out.

Once you place your order online, you will receive an order confirmation email. Once your order ships, you will receive a shipment confirmation email that contains tracking details.

To track your order please go to: https://www.17track.net/en or https://global.cainiao.com and enter the tracking number provided to you.

Please note that the tracking information may be displayed only after 5-10 days after being updated. Therefore, if you can't find tracking information about your package, please try in 1-3 days later.

Please note that the tracking system does not update during the international period, but it will update again as soon as your parcel arrives in your country.

We have high quality control standards to ensure that all products we ship are in pristine condition, however, we understand that a return or an exchange request is sometimes unavoidable. 

We suggest that you inspect your package upon arrival. In the rare case there is a damaged item, missing item or an incorrect item in the package, please contact us immediately, so we can correct any problems.

Return/Exchange Guidelines

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please be aware that slight variations in color and size (size differences of 1-3cm are normal within the industry) are inevitable and should be expected. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.

To start a return, you can contact us at hello@bluecargocollective.com to get exact return instructions.

If your return is accepted we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Attention: Please, do not return the parcel to the address specified on a parcel, it is not the address for return. If you sent goods without notice of Support Service, such goods are not accepted. 

For returns due to change of mind, please not that the original shipping fee of USD 5 will not be refunded as that has gone to our shipping company and your local delivery company for delivering your order to you. Change of mind refers to any reason other than defects found in the item you received.

You can always contact us with any returns question at hello@bluecargocollective.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items such as undergarments cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@bluecargocollective.com.

A refund request can be submitted within 14 days of receiving your order.

We offer free returns on most items in our store except for those specified otherwise.