Refund policy

Return & Refund Policy

Last Updated: August 11, 2026

At Maison d’Aurelle, we want you to love your purchase. If you need to return an item, please review the guidelines below.

Returns

We accept eligible returns within 14 days of delivery.

To be eligible for a return, the item must be:

  • Unworn and unused

  • In its original condition and packaging

  • Returned with all tags, certificates, and accessories

  • Accompanied by your order number or proof of purchase

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Opened or used fragrances

  • Personalized, customized, or engraved items

  • Items marked Final Sale

  • Gift cards

  • Items that have been worn, used, damaged, altered, or returned without their original components

For hygiene and product-safety reasons, opened or used fragrances are final sale.

Refunds & Store Credit

Approved returns are issued as store credit by default. Store credit is valid for 12 months from the date it is issued.

In certain situations, a refund to the original payment method may be approved.

Once a refund is processed, please allow 5–10 business days for your bank or payment provider to post the funds to your account.

Original shipping charges are generally non-refundable unless the order was incorrect, damaged, or otherwise qualifies for a refund under applicable law.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please send your:

  • Order number

  • Photos of the item

  • Photos of the packaging and shipping label

  • Brief description of the issue

We may ask for additional information to help us resolve the issue.

If the problem is confirmed to be an error on our part or damage that occurred during shipping, we will work with you on an appropriate replacement, store credit, or refund.

Delivery Issues & Missing Packages

Orders are shipped to the address provided at checkout.

Once your order has shipped, you will receive tracking information so you can follow its delivery.

If the carrier shows that your package was delivered, but you cannot locate it, please contact us as soon as possible. We may review the tracking information and contact the carrier to investigate the delivery.

A package marked as delivered does not automatically qualify for a refund or replacement. We review each situation individually using the information available, including carrier tracking and delivery confirmation.

If the carrier confirms that a package was lost in transit, we will work with you to determine the best resolution.

Payment & Unauthorized Transaction Claims

We take payment security seriously.

If you believe an order was placed without your authorization, please contact us as soon as possible so we can investigate.

When reviewing a payment dispute or unauthorized-transaction claim, we may provide the payment processor or financial institution with relevant order and fulfillment information, such as:

  • Order and transaction details

  • Billing and shipping information

  • Shipping confirmation

  • Tracking information

  • Delivery confirmation

  • Customer communications

  • Other information related to the order

This information helps us verify the transaction and fulfillment of the order.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Maison d’Aurelle is not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.

If a package is returned to us because of an incorrect address, additional shipping charges may apply before the order can be reshipped.

Returns We Receive

All returned items are inspected before a return is approved.

If an item is returned used, damaged, incomplete, or otherwise does not meet our return requirements, the return may be denied.

Excessive or Abusive Claims

We reserve the right to review unusual or repeated return, refund, or delivery claims.

If we have reason to believe our return or refund policy is being misused, we may refuse future returns or refunds where permitted by applicable law.

Questions

If you have any questions about a return or refund, please contact us through the customer service information available on our website.

Please include your order number so we can assist you as quickly as possible.

Maison d’Aurelle
Elegance, delivered.