We sincerely apologize if you received an item that is defective, damaged, or not what you originally ordered. We strive for perfection, but occasionally mistakes can happen. Please follow the steps below so we can resolve this issue for you as quickly and smoothly as possible.
What to Do:
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Inspect Upon Arrival:
Please carefully check your item(s) as soon as you receive your order. If the outer shipping package arrives visibly damaged, please make a note of this with the delivery carrier if possible. -
Contact Us Promptly:
Notify our customer support team within 30 days of the delivery date by sending an email to:
support@aurelia-attire.com -
Provide Necessary Information:
In your email, please include the following details to help us expedite the process:-
Your Order Number (e.g., #AUS1234).
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The email address used when placing the order.
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Clear photographs showing:
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The defect on the item, OR the incorrect item you received.
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If relevant, any damage to the item's packaging or the shipping box.
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Await Our Review:
Once we receive your email with the required information, our dedicated team will carefully review your claim. We aim to respond to you with the next steps within 24-48 business hours (Monday-Friday).
Our Resolution Process:
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Free Replacement: For verified claims of defective or incorrect items, our standard resolution is to send you a free replacement of the correct item.
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Keep the Original Item: In many instances, to minimize hassle for you, we may not require you to return the defective or incorrect item. We will confirm this when we respond to your claim.
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Refund Option: Alternatively, a full refund for the affected item may be offered. If a return is deemed necessary to process a refund in this specific situation (which is uncommon for defective/incorrect items), we will provide you with a pre-paid return shipping label and instructions.
Important: Please do not send back defective or incorrect items before contacting us and receiving instructions.
Need Further Assistance?
If you have any questions about this process, please don't hesitate to contact us at support@aurelia-attire.com.
For returns related to other reasons (e.g., change of mind, sizing issues), please refer to our main Return & Refund Policy.
Thank you for your understanding and cooperation. We appreciate your business at Aurelia Attire!
Contact information:
Business Name: Aurelia Attire
Email: support@aurelia-attire.com
Phone: +1 720 4594153
Business Address: Wapserweg 4, 8381 BG Vledder The Netherlands
(Correspondence only - Please see Return Policy for return instructions)
Business Days/Hours:
Monday - Friday, 9:00 AM - 07:00 PM (PST)