30-Day Window
Eligible items may be returned or exchanged within 30 days. The item should be sent back within the approved return window after your return request is reviewed.
A clear return-to-refund experience
Refund Policy
Aurelle wants every pair to feel considered, polished, and easy to love. If your order is not the right fit, our refund policy is designed to give you a clear, elevated, and customer-friendly experience with free returns and exchanges within 30 days on eligible items.
30 Days
Free returns and exchanges on eligible orders.
24/7
Support for refund, exchange, and order questions.
3–5 Days
Business day delivery after order processing.
Eligibility overview
What can be returned
We created this policy to make the experience simple while protecting product quality for every Aurelle customer. Eligible footwear may be returned or exchanged within 30 days when it meets the condition standards below.
Unworn Condition
Footwear must be unworn, clean, and free from outdoor wear, sole marks, scuffs, perfume, pet hair, stains, or signs of extended try-on use.
Original Packaging
Please return the shoes with original packaging, inserts, tags, dust bags if included, and any accessories that arrived with the order.
Order Verification
A valid Aurelle order record is required so our team can confirm purchase details, item information, and the correct refund or exchange path.
Free returns and exchanges are available within 30 days.
Customer-first policy
Our team reviews each request carefully so your refund or exchange can be handled with clarity, accuracy, and a polished customer experience.
Condition standards
Try on with care
We understand that choosing the right women’s shoes can require a careful fit check at home. You are welcome to try on your Aurelle pair indoors on a clean, dry surface while keeping the shoes in returnable condition.
To protect the quality of our collections, returned items must arrive in a condition suitable for review. This applies across all categories, including White Sneakers, Chunky Sneakers, High Heels, Block Heels, Ankle Boots, Knee High Boots, Flat Sandals, Platform Sandals, Loafers, and Ballet Flats.
- Try footwear indoors only and avoid concrete, pavement, wet floors, or rough surfaces.
- Keep the shoebox and packaging clean; do not use the shoebox as the outer shipping box.
- Return all original accessories, protective inserts, tags, cards, and packaging materials.
- Items with visible wear, damage, stains, odor, or missing packaging may not qualify for a full refund.
Step-by-step clarity
How refunds are handled
The refund process is structured to be easy to follow from the first request to final resolution. Please wait for return instructions before sending an item back so your order can be matched correctly.
01
Submit Request
Begin by sharing your order details and the reason for return or exchange. This helps our team review eligibility and provide the correct next step.
02
Receive Instructions
If the item is eligible, Aurelle will provide return guidance. Please follow the instructions carefully to prevent delays or misrouted packages.
03
Pack Securely
Place the item in its original packaging and use protective outer packaging. A clean, secure return helps preserve product condition.
04
Item Review
Once received, the returned item is reviewed for condition, completeness, and order match before refund approval is finalized.
05
Refund Issued
Approved refunds are issued back to the original payment method whenever possible. Processing time may vary by payment provider.
Timing and payment method
When your refund appears
After a returned item is received and approved, the refund is issued to the original payment method whenever possible. Your bank, card issuer, or payment provider may require additional time to post the credit to your account after Aurelle has completed the refund action.
If you used an automatic promotion, the refunded amount will reflect the actual amount paid for the returned item after eligible discounts were applied. Shipping is free on Aurelle orders, and free returns and exchanges are available within the eligible 30-day policy window.
Original Payment Method
Refunds are generally returned to the original payment method used at checkout, unless a different resolution is required by the payment provider.
Discounted Orders
If your order included a 15% subscriber discount or selected 20% product offer, the refund reflects the discounted price actually paid.
Partial Returns
When only part of an order is returned, the refund applies to the approved returned item or items, not the full order.
Provider Processing
Once issued, the final posting timeline depends on your card issuer, bank, digital wallet, or payment provider.
Important exclusions
When refunds may be limited
Most eligible items can be returned within the 30-day window, but some situations may prevent a full refund. These standards help keep the experience fair and maintain the quality of Aurelle products.
Worn or Damaged Items
Items showing outdoor wear, sole damage, scuffs, stains, odor, missing parts, altered construction, or signs of use beyond indoor try-on may be declined or refunded only partially.
Missing Packaging
Returns without original packaging, tags, accessories, inserts, or protective materials may be delayed while our team reviews whether the item still qualifies.
Late Return Requests
Requests made outside the 30-day return and exchange window may not qualify for a refund unless required by applicable consumer protection rules.
Helpful answers
Refund questions
These question panels are closed by default to keep the page clean and premium. Open only the topic you need, then return to the main policy flow whenever you are ready.
How long do I have to request a refund?
Eligible Aurelle items may be returned or exchanged within 30 days. The item must meet return condition standards and be connected to a valid Aurelle order.
Do I need to pay for return shipping?
Aurelle offers free returns and exchanges within 30 days on eligible items. Please follow the return instructions provided after your request is reviewed.
Can I exchange instead of receiving a refund?
Yes, eligible items may be exchanged within the 30-day window. Exchanges depend on product availability, size availability, and item condition after review.
What if my shoes arrived damaged or incorrect?
If your order arrives damaged, incorrect, or incomplete, please request assistance promptly with your order details and clear photos so our team can review the issue.
Will I receive the full amount I paid?
Approved refunds reflect the amount actually paid for the returned item. If an automatic discount was applied, the refund amount reflects that discounted purchase price.
Can I return shoes after wearing them outside?
Shoes worn outdoors or showing visible wear may not qualify for a full refund. Please try on footwear indoors on a clean surface before deciding.
What if my refund has not appeared yet?
After Aurelle issues a refund, your bank or payment provider may need additional time to post the credit. If the delay seems unusual, contact your payment provider first, then reach out with your order details.
