Refund policy
RETURN & REFUND POLICY
Eligibility
Due to the intimate and sensory nature of our products, we accept returns only on items that are:
- Unopened and unused
- In their original packaging and condition
- Returned within 14 days of the delivery date
To be eligible for a return, your item must be in the same condition in which it was received. Used, opened, or damaged items (damage not caused by us) will not be accepted for return or refund.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used products
- Products returned more than 14 days after delivery
- Items purchased on sale or at a discounted price
- Gift cards
How to Initiate a Return
To initiate a return, email hello@latelieraurelia.com with:
- Your order number
- The item(s) you wish to return
- Your reason for return
We will respond within one business day with return instructions and a return address. Do not send items back without first receiving written authorization from us.
Return Shipping
Customers are responsible for the cost of return shipping. We recommend using a tracked shipping service, as Aurelia L’Atelier is not responsible for returns lost or damaged in transit.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 3–5 business days. Please allow additional time for your bank or credit card company to post the refund.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at hello@latelieraurelia.com within 7 days of delivery with:
- Your order number
- A clear photograph of the damage or incorrect item
We will replace or refund the item in full at no cost to you. You are not required to return damaged or incorrect items.
Exchanges
We do not offer direct exchanges. If you would like a different product, please initiate a return for the eligible item and place a new order.
Cancellations
Orders may be cancelled within 12 hours of placement, provided the order has not yet been fulfilled. To cancel, email hello@latelieraurelia.com immediately with your order number. Once an order has been fulfilled and shipped, it cannot be cancelled.
Contact
For all shipping and returns enquiries:
Aurelia L’Atelier