Friendly support, but a long wait and real reluctance to refund
I ordered a pair of Aura Black | Calm on 1 August. Shortly after, I got an email about a delay due to high order volume — and then everything went quiet. When I asked for an ETA on 12 August, I was told the order was still being prepared and that there was no firm ship date. The case was escalated to the "shipping team," who I didn't hear from for another five days. On 21 August — three weeks after ordering — I was finally told the item was sold out. Only at that point did it come to light that the product couldn't be shipped at all. What drags this down most is how the refund was handled. I asked for a refund THREE times. The first time I was offered a 20% discount or a swap to a different colour. The second time the offer went up to 30% if I'd wait for a restock. Only on the third attempt, when I explicitly asked to cancel and get my money back, was the order actually cancelled. The refund is stated as 7–14 business days the bottom line is that I waited nearly a month for an item that was never in stock, and had to ask three times to get my own money back. That's not good enough. Don't sell products you don't have.