Because every Audlis piece is made-to-order, this policy is not the same as a conventional stocked retail return policy. Each item enters print or embroidery production only after you order — it cannot be returned to stock or resold to someone else. Please review your design, colour, size, and technique carefully before checkout.
Claims must be raised through `/bespoke` or our support email within 30 calendar days of delivery. We cannot accept claims after this window, except where applicable law requires otherwise.
Refunds are always issued to the original payment method (credit card, Apple Pay, etc.). Stripe typically takes 5–10 business days to process a refund after we initiate it; some banks may take a few days more. We cannot refund to a different account than the one used at checkout.
When a claim is approved and a remake is the chosen remedy, Audlis covers all production and shipping costs. Remake orders enter the same fulfilment pipeline as regular orders (apparel turnaround 2–7 days, plus shipping).
If a package appears lost in transit (tracking stalls for an extended period, or the carrier confirms loss), contact us within 14 days of the confirmed-lost date. We open a trace with the carrier and, once loss is confirmed, remake or refund your order.
Duties, VAT, and sales tax charged at the destination are government fees and are not refundable by Audlis. Government charges remain non-recoverable even if the parcel is later returned or abandoned at customs.
Once placed and paid for, most orders enter the production queue within minutes. If you need to cancel, contact support as soon as possible — we will do our best while the order is still in the pre-production window. Orders already in production cannot be cancelled.
Open an inquiry through `/bespoke` or email customer support. We acknowledge claims within 12 hours.