Effective Date: 2025-12-08
Last Updated: 2025-12-08

At Maison Aurelle, we want every customer to feel confident when shopping with us.
If your purchase isn’t quite right, we’re here to help. This Refund & Returns Policy explains how you can return an item, receive a refund, or request an exchange in accordance with UK consumer law.

1. Your Right to Return (30-Day Guarantee)

You may return your order within 30 days from the date of delivery.

To be eligible for a return, please ensure that:

· The item is unused, unworn, and in its original condition

· All original packaging, tags, and accessories are included

· Proof of purchase (order ID or receipt) is available

Items that show signs of use, damage, or wear caused after delivery may not be eligible for return unless faulty.

2. How to Start a Return

To request a return, simply contact us:

Email: Contact@maison-aurelle.com
Phone: +46739797818

Please include your order number and the reason for your return.

Our customer service team will provide:

· The correct return instructions

· The return address appropriate for your order

· A prepaid label (if applicable)

Returns should not be sent without contacting us first so we can ensure they are processed correctly and promptly.

All returns are processed by mail. We will provide the correct return address once you contact us.

3. Return Shipping Costs

We follow UK consumer regulations regarding return costs:

·       Faulty, damaged, or incorrect items: Return shipping is free of charge.

·       Voluntary returns (change of mind, size, colour, etc.): Customer is responsiable for the cost of returns.

· Restocking Fee: £0 — we do not charge any restocking fees for returns.

4. Refunds

Refunds
Once your return has been received and inspected, we will notify you by email.

Approved refunds will be issued within up to 14 days to your original payment method.

Please note:

- Most refunds are processed sooner, but during peak periods it may take the full 14 business days.

- Depending on your bank or card provider, it may take additional time for the refunded amount to appear in your account.

• If a return is not approved (for example, if the item shows signs of use or damage), we will contact you to discuss the next steps
  

5. Exchanges

If you’d like to exchange an item:

1. Begin by contacting our customer support team.

2. Our team will guide you through the exchange process.

3. In certain cases, we may advise you to return the item for a refund and place a new order for the correct product.

This ensures fast processing and accurate stock handling.

6. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please get in touch within 48 hours of delivery or as soon as reasonably possible.

To speed up the process, please include:

·  Photos of the issue

·  Your order number

·  A brief description of the problem

We will arrange either a replacement or a full refund, depending on your preference and stock availability.

7. Contact Information

If you have any questions about returns, refunds, or exchanges, our customer support team is here to help.

Customer Service Is Available:

Monday-Friday: From 9 AM to 5 PM GMT

E-mail: Contact@maison-aurelle.com

Phone Number: +46739797818

Support Information: Customer service is based in the Swedens and provides dedicated English-language support for UK customers. We respond to all inquiries within 24 hours on business days.

8. Company Information

Store name: Maison Aurelle

Operated By: E-Solution Emporium Scandinavia

Trade Number: 0403032915

VAT number: SE040303291501

Address: Smedjegatan 5B, 567 30
Vaggeryd, Sweden

Email: Contact@maison-aurelle.com

Phone: +46739797818

Our Customer Service is available from Monday - Friday, from 9 AM to 5 PM (GMT). Our Customer Service replies within 24 hours during working days.

For information about delivery times and shipping methods, please view our Shipping Policy.