Returns and Exchanges
Returns and Exchanges
Q - Can I make changes to or cancel my order?
Awulook works hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed and set aside for shipping.
Please email us at info@awulook.com as soon as possible with the subject line "Cancellation" and order number. We’ll let you know what we can do!
Q - What is your return policy?
We put customer satisfaction first and thus offer a full 30 day refund policy for any damaged or defective items. Please contact us at info@awulook.com within 30 days of receipt of your package, with your order number, the name of the product(s) and the reason why it didn't work out for you.
For customized straps/ lingeries/silk fabric, sorry that we can not offer a return or exchange. For other items can't be return, it will be specified on the item listings.
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Q - Can I exchange a product?
Yes, we can exchanges it for you, except those items can't be exchanged.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at info@awulook.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!
Q - How long does it take to receive the refund?
You should expect to receive your refund once we get the return package.
EU Withdrawal and Return Policy (Effective June 19, 2026)
Right of Withdrawal Customers located in the European Union have the right to withdraw from their purchase within 14 days after receiving the goods, without providing any reason. This 14‑day period is known as the “cooling‑off period.”
Return Process To exercise this right, please contact us within 14 days of receiving your order. The item(s) must be returned to us in their original condition and packaging. Refunds will be processed once the returned item has been received and inspected.
Return Shipping Costs Unless the item is defective or incorrect, return shipping costs are the responsibility of the buyer. We recommend using a tracked shipping method to ensure safe delivery.
Exceptions Please note that custom‑made（customised straps and accessories） or personalized items(underwear, bras), silk fabric are not eligible for withdrawal or return, as they are produced specifically according to your preferences (size, color, design, or customization details) or for hygiene reasons.
Refunds Once the returned item is received, we will issue a refund to your original payment method within a reasonable timeframe. Shipping fees and any non‑refundable service charges are excluded from the refund.