FAQ

Everything you need to know about Maison Aurélia, our pieces, and how we work.

Where are your pieces made?

Every piece is crafted in specialist ateliers with generations of expertise in fur, cashmere, and luxury knitwear. We work with a small number of trusted craftspeople to ensure the highest standards of quality and finish.

How long does delivery take?

European Union: 10–18 business days
Rest of the world: 14–21 business days

For bespoke and made-to-order pieces, additional production time applies. You will receive a tracking number once your order is dispatched. Full details on our Shipping & Delivery page.

What does shipping cost?

Within the EU: €15 flat — free for orders over €500.
Rest of the world: €35 flat — free for orders over €500.

Customers outside the European Union are responsible for any local customs duties or import taxes. See our Shipping & Delivery page for details.

Do you accept returns?

Yes. In accordance with EU Consumer Rights Directive 2011/83/EU and Czech Civil Code §1829, you may return your purchase within 14 days of delivery without providing any reason. Items must be unworn, undamaged, and in their original packaging.

Bespoke, made-to-order, and personalised pieces are excluded from the right of withdrawal. For full conditions, see our Returns & Exchanges page.

How are refunds issued?

Once we receive and inspect your return, we will issue a full refund to your original payment method within 14 days. Original shipping fees are refundable only if the return is due to a defect or our error.

Can I order a bespoke piece?

Yes. We offer a bespoke service for clients who wish to commission a piece tailored to their exact specifications — fabric, colour, silhouette, and measurements. See our Bespoke page or contact us at hello@themaisonaurelia.com to begin the process.

How do I know which size to order?

Our Size Guide provides detailed measurements for each size across all product categories. If you are between sizes, we recommend sizing down. For personalised sizing advice, email us at hello@themaisonaurelia.com.

Is your fur ethically sourced?

Yes. We are committed to responsible sourcing. All fur used in our pieces meets strict traceability and ethical standards. We work exclusively with suppliers who adhere to certified welfare and sustainability practices.

How do I care for my piece?

Please refer to our Care Guide for detailed instructions specific to each material. As a general rule, fur and cashmere pieces should be stored in cool, dry conditions away from direct sunlight, and cleaned only by a specialist.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Maestro), Apple Pay, Google Pay, and Shop Pay. All transactions are securely processed via Shopify Payments.