Last updated: August 17, 2026
We want every Aurelle order to arrive safely and for your shopping experience to feel simple and transparent. This page explains our standard shipping, delivery, return, and refund process.
1. Order Processing
Orders are usually prepared for dispatch within [PROCESSING TIME] business days after payment has been confirmed.
Orders placed during weekends, public holidays, launches, promotions, or particularly busy periods may require additional processing time.
Personalized, engraved, custom, or made-to-order products may have a longer preparation period. Any additional production time will be stated on the product page or confirmed after the order is placed.
2. Shipping Destinations
We currently ship to [LIST OF COUNTRIES OR REGIONS].
If your destination is unavailable at checkout, contact us at [CONTACT EMAIL] before placing an order. We cannot guarantee that shipping will be available to every location.
3. Shipping Rates
Shipping rates are calculated according to the destination, selected delivery method, package weight, or order value.
Available shipping options and their costs will be displayed at checkout before payment is completed.
We currently offer:
• Standard shipping: [PRICE OR CONDITIONS]
• Express shipping: [PRICE OR CONDITIONS]
• Free shipping: available on orders over [ORDER VALUE]
Any free-shipping promotion may be subject to destination, order value, product, or promotional restrictions.
4. Estimated Delivery Times
Estimated delivery times begin after an order has been dispatched.
Typical delivery estimates are:
• Domestic orders: [DELIVERY TIME] business days
• European orders: [DELIVERY TIME] business days
• International orders: [DELIVERY TIME] business days
Delivery times are estimates only. Delays may occur because of courier disruption, customs processing, weather, public holidays, incorrect address information, or other circumstances outside our reasonable control.
5. Order Tracking
Where tracking is available, you will receive a shipping confirmation email containing the tracking details after your order has been dispatched.
Tracking information may require some time to update after the parcel has been collected by the delivery provider.
If you have not received a dispatch confirmation within the expected processing time, contact us at [CONTACT EMAIL].
6. Customs, Duties, and Taxes
International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.
Unless stated otherwise at checkout, these charges are not included in the product or shipping price and are the customer’s responsibility.
Customs processing may delay delivery. We cannot control or predict the amount of any customs charge or the time required for customs clearance.
7. Delivery Address
Please review your delivery address carefully before completing an order.
If you notice an error, contact us as soon as possible at [CONTACT EMAIL]. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.
Additional shipping charges caused by an incorrect or incomplete address may be the customer’s responsibility where permitted by law.
8. Delayed, Lost, or Undeliverable Parcels
If your parcel has not arrived within the estimated delivery period, check the tracking information and contact the delivery provider where appropriate.
You may also contact us at [CONTACT EMAIL] with your order number. We will review the available tracking information and assist with an investigation where possible.
A parcel may be returned to us if delivery is refused, the address is incomplete, or the parcel is not collected. Additional delivery costs may apply before the order can be sent again.
9. Return Period
Eligible products may be returned within [RETURN PERIOD] days from the date of delivery.
To be eligible for return, products must be:
• Unused and unworn
• In their original condition
• Free from damage, marks, perfume, cosmetics, or signs of wear
• Returned with the original packaging and included accessories
• Accompanied by proof of purchase or the order number
Your statutory consumer rights remain unaffected.
10. Non-Returnable Products
The following products may not be eligible for return unless they are faulty or applicable law requires otherwise:
• Personalized or engraved products
• Custom-made or made-to-order products
• Gift cards
• Products marked as final sale
• Products that cannot be returned for hygiene reasons after their protective seal or packaging has been opened
• Products damaged through misuse, accident, improper storage, or failure to follow care instructions
Any product-specific return restrictions will be stated on the relevant product page where possible.
11. How to Request a Return
Before sending a product back, contact us at [CONTACT EMAIL] and include:
• Your name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs, if the product is damaged or faulty
If the return is approved, we will provide return instructions and the applicable return address.
Do not send a return without contacting us first, as it may not be identifiable or accepted.
Return address:
[BUSINESS NAME]
[RETURN ADDRESS]
[COUNTRY]
12. Return Shipping Costs
Unless the product is faulty, damaged, incorrect, or applicable law requires otherwise, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service and retaining proof of postage. We are not responsible for returned parcels that are lost or damaged before reaching us.
Original delivery charges may be non-refundable unless required by applicable consumer law.
13. Refunds
Returned products will be inspected after they arrive.
If the return is approved, the refund will be issued to the original payment method within [REFUND PROCESSING TIME] business days.
Your bank or payment provider may require additional time to display the refunded amount.
We may reduce or refuse a refund where legally permitted if a returned product shows damage, wear, missing packaging, or handling beyond what is reasonably necessary to inspect it.
14. Exchanges
We do not offer direct exchanges:
The fastest way to receive a different product is to return the original eligible item and place a new order separately.
15. Damaged, Faulty, or Incorrect Products
Please inspect your order as soon as it arrives.
If a product is damaged, faulty, or different from the product ordered, contact us at [CONTACT EMAIL] within [NUMBER] days of delivery.
Include your order number, a description of the issue, and clear photographs of the product and packaging.
After reviewing the request, we may offer a repair, replacement, refund, or another remedy required by applicable consumer law.
16. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at [CONTACT EMAIL].
We cannot guarantee cancellation after the order has entered processing, been personalized, or been dispatched.
Any statutory cancellation or withdrawal rights available in your location continue to apply.
17. Contact Us
For questions about shipping, delivery, returns, or refunds, contact:
Aurelle
[BUSINESS NAME]
[BUSINESS ADDRESS]
[CONTACT EMAIL]
[PHONE NUMBER]