Refund policy
Our Commitment to Quality
Every order placed with Aurelle is prepared and quality-checked before it leaves our fulfilment centre. We stand behind what we sell and want every customer to receive their order in full, correct, and undamaged condition.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, we will provide a free replacement at no additional cost. To request one:
- Email aurellesupport@gmail.com within 14 days of delivery
- Include your order number
- Attach a clear photo of the item received (and packaging, if damaged)
Our support team reviews every request promptly and will arrange a replacement once verified.
Non-Returnable Items
Each order is prepared specifically to fulfill your individual purchase. For this reason, we are unable to accept returns or issue refunds on correctly fulfilled orders, including for change of mind, incorrect size or color selection, or buyer's remorse. All sales on correctly fulfilled orders are final.
Processing Time
Approved replacement requests are typically processed within 2-3 business days of verification, with confirmation and updated tracking sent by email once your replacement ships.
Contact Us
Questions about an order? Our support team is available at aurellesupport@gmail.com.