Refund policy

RETURN AND REFUND POLICY

Aurelia Last updated: June 2026

At Aurelia, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a clear and fair return and refund process – including the option of a refund, store credit, or reshipment, depending on your situation.

RETURNS

We have a 30-day return period, which means you have 30 days after receiving your item to request a return. We accept returns for both defective and non-defective products.

To be eligible for a return, the following conditions must be met:

The item must be unused and unworn, in the same condition as when you received it (like-new condition), and include all parts and the original packaging.
Any signs of damage caused by improper use will void the return.
For hygiene-sensitive products, items must be thoroughly cleaned before being returned.
If the product was delivered defective, you may return it promptly – no additional conditions apply.
The cost of return shipping is borne by customers, unless the item was delivered defective or incorrect.
We reserve the right to refuse returns if we suspect the item has been used or damaged through no fault of our own.
You will also need the receipt or proof of purchase.

There are no restocking fees for returns.

Please note: Returns may need to be sent to one of our fulfillment centers in Asia. Always follow the specific return instructions from our customer service team to avoid delays. Do not return items to the sender address on your package – these will not be processed.

HOW TO START A RETURN

Returns are handled by post. To initiate a return:

Send us an email at support@aurelia.com with your order number and the reason for the return.
We will respond within 2 business days with return instructions and the correct return address.
Send the item back by post in accordance with our instructions. The return label and shipping costs are the responsibility of the customer, unless the item was defective or incorrect.

Items returned without first requesting a return will not be accepted.

If you have any questions about your return, you can contact us at any time at support@aurelia.com.

EXCHANGES

We accept exchanges. The fastest way to ensure you get the product you want is to return the item you have and – once the return has been accepted – make a separate purchase for the new item.

If you received a defective or incorrect item, in most cases we will arrange an exchange or replacement free of charge – without a return being required.

COMPENSATION OPTIONS

Depending on the nature of your concern, Aurelia may offer one of the following solutions:

A full refund to your original payment method.
Store credit that can be used toward any future order with Aurelia.
A reshipment of the original item or a replacement product.

We will work with you to find the solution best suited to your situation. Where appropriate, we may proactively offer store credit or a replacement as an alternative to a refund – for example, when a reshipment represents a faster and more practical solution.

By placing an order with Aurelia, you agree to contact us directly at support@aurelia.com before initiating a dispute or chargeback with your bank or payment provider. We are committed to resolving all concerns quickly and fairly, and we ask that you give us the opportunity to do so first.

REFUNDS

Once we have received and inspected your return, we will notify you by email about the status of your refund. If approved, your refund will be processed within 5 days of confirmation and credited to your original payment method. Please note that your bank or credit card company may need additional time to post the refund after it has been processed.

If more than 10 business days have passed since your return was approved and you have not received your refund, please contact us at support@aurelia.com.

There are no restocking fees.
Shipping costs are non-refundable, unless the item was delivered defective or incorrect.
For orders that are returned to the sender due to an incorrect address, refused acceptance, or failure to collect a package, please see the section "Packages Returned to Sender" below.
For all other issues (incomplete, incorrect, or damaged orders), reshipment is free of charge once we have confirmed the problem.

DAMAGED, INCOMPLETE, OR INCORRECT ORDERS

Please check your order upon receipt and contact us immediately at support@aurelia.com if the item is defective, damaged, incomplete, or incorrect. We ask that you report any issues within 7 days of delivery.

For damaged, incomplete, or incorrect orders, we prioritize reshipment as the primary solution.

To support our investigation, we may request evidence, including photos, images of the packaging, images of the shipping label, or a clear unboxing video. Failure to provide requested evidence may affect our ability to approve a claim.

We review each case individually and determine the most appropriate solution, which may include a replacement, store credit, or refund.

LOST OR MISSING ITEMS

If your order is marked as delivered but you have not received it, or if it is lost during transit, please proceed as follows:

We are not responsible for packages once they have been marked as delivered by the carrier.
Contact your local carrier or post office to track the package and learn its last known status.
Obtain proof of the loss (e.g., a loss confirmation, an investigation report, or a tracking update confirming the loss).
Report the claim to us within 7 days of the expected delivery date by sending an email to support@aurelia.com and attaching your proof of loss.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain items cannot be returned. These include:

Custom-made or personalized products (such as special orders or engraved items).
Items marked as Final Sale or non-returnable at the time of purchase.
Gift cards.
Sale items (unless they were delivered defective).

Please contact us if you have any questions or concerns about your specific item.

CANCELLATIONS

All orders are considered final once successfully placed.

Due to our automated fulfillment process, orders cannot be changed, edited, combined, or canceled after checkout.

As a limited exception, customers may request a correction to the delivery address within 3 hours of placing their order. After this 3-hour window has passed, the order enters our automated fulfillment process, and the delivery address can no longer be changed. To request an address correction within this window, please contact us as soon as possible at support@aurelia.com with your order number and the corrected address.

Customers are responsible for reviewing all order details – including product selection, quantities, billing information, and shipping information – before payment.

If you do not wish to keep your order after delivery, you may request a return in accordance with our standard return policy.

Nothing in this section limits any rights that may apply under applicable consumer protection law.

ADDRESS ACCURACY

Customers are solely responsible for providing a complete and correct delivery address at checkout.

Corrections to the delivery address can only be accommodated within 3 hours of placing your order (see Cancellations above). After this window has passed, the address can no longer be changed.

Aurelia is not responsible for delivery problems arising from:

Incorrect or incomplete addresses
Missing apartment, suite, unit, or building numbers
Incorrect postal codes
Refused deliveries
Failure to collect a package
Customer-requested address changes after shipment

Address changes cannot be guaranteed once an order has entered processing or shipping.

PACKAGES RETURNED TO SENDER

Orders that are returned due to incorrect address details, failed delivery attempts, refused acceptance, or failure to collect a package are not eligible for a refund of shipping costs.

Once a returned package has been received, Aurelia may, at its own discretion, offer one of the following solutions:

Reshipment for a new shipping fee
Store credit
Refund of the product value excluding shipping costs

DELIVERY TIMES

The delivery estimates displayed on our website are estimates only and not guaranteed delivery dates.

Delays caused by the carrier, customs inspections, weather events, transportation disruptions, peak-season volumes, and other circumstances beyond our reasonable control do not entitle an order to cancellation, refund, or chargeback while the shipment is in transit.

EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL

When the goods are shipped to the European Union, you have the right to withdraw from or return your order within 14 days of receipt for any reason and without giving any justification.

To exercise this right, your item must be in the same condition as when you received it – unworn, unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase. Please contact us at support@aurelia.com to begin the process.

SINGLE-RESOLUTION POLICY

To ensure fairness and consistency, Aurelia offers one final resolution per order concern – whether a refund, replacement, store credit, or another form of compensation. Once a resolution has been processed and confirmed, no further compensation or alternative will be granted for the same concern or order.

This policy ensures that every customer receives a fair and consistent experience.

DISPUTE RESOLUTION

We are committed to resolving all order concerns quickly and fairly. Before initiating a chargeback or payment dispute with your bank, card issuer, or payment provider, we strongly encourage you to contact us directly at support@aurelia.com and give us the opportunity to resolve the matter.

In the event of a dispute, Aurelia reserves the right to submit all relevant evidence to the payment processor or financial institution, including but not limited to:

Order records
Tracking information
Delivery confirmations
Customer communications
Return records
Product descriptions
Website checkout records

We respond to all inquiries within 2 business days and make every reasonable effort to reach a fair resolution.