Refund policy

Choose your piece with care

Every Maison Aurélia piece is selected to make you feel beautiful and confident. Before placing your order, please take a moment to review the product description, measurements and size information.

If you would like help finding your best fit, our team is here for you at hello@themaisonaurelia.com.

Please remember that colours may appear slightly different depending on photography, lighting and your screen settings. These natural variations do not mean that an item is damaged.

Statutory cancellation rights

Where statutory distance-selling rights apply, including eligible EU online purchases, you may cancel without giving a reason by notifying us within 14 calendar days of receiving your goods. Email hello@themaisonaurelia.com with your order number and a clear statement that you wish to withdraw. Send the goods back within 14 calendar days after notifying us; contact us for the return address and practical instructions. Prior approval is not a condition of exercising a statutory withdrawal right.

The statutory withdrawal exception for goods made to your individual specifications or clearly personalised applies only where the law permits it. A standard size, standard style or preorder is not automatically excluded simply because it is produced after you order. Mandatory rights concerning damaged, faulty or incorrectly supplied goods remain unaffected.

Additional voluntary returns

Maison Aurélia does not offer an additional voluntary change-of-mind return or exchange service for fit, size, colour, material, style or preference. This does not restrict any statutory cancellation, refund, repair or replacement rights available to you.

Damaged or faulty items

Please inspect your order when it arrives. If an item appears damaged, faulty or incorrect, contact hello@themaisonaurelia.com promptly, ideally within 48 hours, with your order number, a description and clear photographs of the item and packaging. A video is helpful if available. Keep the item and packaging while we review the issue and ask us for return instructions.

The 48-hour request helps us investigate delivery damage; it is not a deadline that removes your statutory rights, and a video is not a condition of those rights. We will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or refund, and cover reasonable return costs where required.

Condition of returned items

For a statutory withdrawal, handle the item only as needed to establish its nature, characteristics and fit, as you would in a shop. Keep tags, accessories and packaging where possible. Any reduction in value caused by handling beyond what is necessary may be deducted only where the law allows; missing packaging alone does not cancel a statutory right. If reporting damage or a fault, avoid further use, washing or alteration while we advise you.

Refunds and return costs

For a valid statutory withdrawal, we will reimburse you within 14 calendar days after you notify us, using the original payment method unless otherwise agreed. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever is earlier. We refund the original basic delivery cost as required by law; standard delivery is complimentary, and any additional express upgrade need not be refunded where the law permits.

You pay the direct return-shipping cost for a change-of-mind statutory withdrawal unless the law requires otherwise or we agree to cover it. For damaged, faulty or incorrectly supplied goods, we cover reasonable return costs where required by law.

For other approved refunds, we aim to process payment within 10 business days after inspection, always subject to any shorter statutory deadline. Your bank or card provider may need additional time to display the refund.