Refund policy

Return Policy

At Aurelien, we want you to shop with confidence. This Return Policy explains how returns, refunds, and related requests are handled for orders placed through our website.

1. Change of Mind Returns

We offer a 14-day return period for change-of-mind purchases. This 14-day period starts on the date your order is delivered.

To be eligible for a change-of-mind return, the item must:

be unused
be in its original condition
be free from damage
include all original accessories, parts, tags, and packaging where reasonably possible

We reserve the right to reject a return if the item shows signs of use, wear, damage, washing, alteration, or is returned in a condition that makes it unsuitable for resale.

2. How to Request a Return

To request a return, you must either:

log in to your account and submit your return request through your account page, or
email us at info@aurelien.com

Please include your order number and the reason for your return request in your message.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for the return shipping costs unless stated otherwise.

We recommend using a tracked shipping service, as Aurelien is not responsible for returns lost or damaged in transit.

4. Non-Returnable Items

We do not accept change-of-mind returns for:

items that have been used, worn, washed, damaged, or altered after delivery
items not returned in their original condition
personalised or custom-made items
hygiene-sensitive items where the seal, protective packaging, or original packaging has been opened, removed, or damaged
gift cards
any item marked as non-returnable at the time of purchase

5. Damaged, Faulty, Incorrect, or Not as Described Items

If you receive an item that is damaged, faulty, incorrect, or not as described, please contact us as soon as possible at info@aurelien.com.

Please include:

your order number
a description of the issue
clear photos of the item and packaging, where applicable

We will review the issue and, where appropriate, offer a suitable remedy in accordance with applicable consumer protection laws.

6. Assessment of Returns

Once your return has been received, we may inspect the item to confirm whether it meets the conditions of this policy.

If the return is approved, we will process the refund or other applicable resolution. If the return does not meet the requirements of this policy, we may refuse the return and send the item back to you where appropriate.

7. Refunds

If your return is approved, the refund will be issued to the original payment method used for the purchase, unless otherwise required by applicable law.

Please allow a reasonable number of business days for the refund to appear in your account after it has been processed.

Original shipping charges are not refundable for change-of-mind returns unless required by applicable law.

8. Exchanges

We do not guarantee direct exchanges. If you would like a different item, size, colour, or variation, we may require you to return the original item first and place a new order.

9. Proof of Purchase

We may require proof of purchase before processing any return, refund, replacement, or other request.

10. International Consumer Rights

This Return Policy applies internationally. However, it does not limit, exclude, or replace any mandatory rights you may have under the consumer protection laws applicable in your country, state, or region of residence.

Where local law gives you additional rights or requires a longer return period, those rights will apply.