01
Within 30 Days
Your return or exchange request should be made within 30 days after delivery, using the order details from your confirmation email.
Aurelle Client Care
Returns & Exchanges
A refined return and exchange experience for modern footwear shopping. If your Aurelle pair is not the right size, shape, height, or feel, our support process is designed to be clear, calm, and easy to follow. Free returns and exchanges are available within 30 days of delivery, with 24/7 customer care ready to help you find the most comfortable next step.
30-Day Window
Free returns and exchanges are available within 30 days of delivery.
Free Exchange Support
Choose another size, color, or style when the original pair is not ideal.
24/7 Assistance
Our care team can review fit notes, order details, and return questions anytime.
Try, assess, and decide with confidence.
Keep your pair clean, try it indoors, preserve the packaging, and contact Aurelle support with clear fit notes if you need a return or exchange.
Eligibility
What qualifies for a return or exchange.
Aurelle accepts eligible returns and exchanges within 30 days of delivery. The item should be clean, unworn outside, and returned with original packaging whenever possible. This helps our team process your request smoothly and protects the condition of the shoes during transit.
02
Clean Condition
Shoes should be tried indoors on a clean surface and returned without outdoor wear, stains, scuffs, strong odors, or damage.
03
Original Packaging
Please include the shoe box, inserts, protective wrap, and any included materials when they are still available.
04
Order Details Ready
Prepare your order number, checkout email, product name, size, color, and reason for return or exchange before contacting support.
Return Process
A composed process from request to resolution.
A return should not feel complicated. Our process is designed to keep the experience structured, transparent, and easy to complete. Whether the pair feels too narrow, too loose, too high, too structured, or simply not right for your wardrobe, our support team can guide you through the next step.
Before sending anything back, please review the condition of your shoes and keep the packaging intact. If you are requesting an exchange, include fit notes so our team can better understand whether another size, silhouette, heel height, or category may work better.
Best First Step
Try the shoes indoors on a clean surface and confirm whether the issue is size, comfort, style preference, or product condition.
What to Include
Order number, checkout email, product name, color, size, and a clear description of the return or exchange reason.
Helpful Detail
For fit issues, tell us where the shoe feels tight, loose, high, narrow, wide, stiff, or uncomfortable.
1
Review your order and item condition.
Confirm the item is within the 30-day window and has only been tried indoors on a clean surface.
2
Gather your support details.
Prepare your order number, checkout email, product name, selected size, color, and return or exchange preference.
3
Contact Aurelle support.
Send your request with clear notes so our care team can review eligibility and guide you through the proper next step.
4
Pack the shoes carefully.
Place the shoes back in their original packaging with inserts or protective wrap to help prevent damage during return transit.
5
Follow the provided instructions.
Use the return or exchange instructions from our team and keep your carrier receipt or tracking details until processing is complete.
Exchange Guidance
When an exchange is the better choice.
An exchange is often ideal when you love the design but need a better fit. For women’s footwear, comfort depends on more than length alone. Toe shape, heel height, platform structure, shaft opening, strap placement, arch feel, and material firmness can all change the way a pair feels.
| Category | Common Exchange Reason | Support Note |
|---|---|---|
| White Sneakers | Need more everyday toe room or a more secure heel fit. | Tell us if the shoe feels short, wide, narrow, or loose at the back. |
| Chunky Sneakers | Platform feels heavy, loose, or less stable than expected. | Check heel hold and walking stability before choosing another size. |
| High Heels | Pressure at the toe, arch, or heel after standing. | Share whether the issue is height, toe shape, width, or heel grip. |
| Block Heels | Need a more secure fit for longer wear. | A block heel can feel more stable, but size and strap placement still matter. |
| Ankle Boots | Tightness with socks or looseness around the ankle. | Note whether you plan to wear thin socks, thick socks, or tights. |
| Knee High Boots | Calf, shaft, or instep fit is not ideal. | Include comments on calf comfort, zipper ease, and shaft feel. |
| Flat Sandals | Straps feel too loose, tight, or poorly placed. | Review toe position and ankle strap comfort before requesting an exchange. |
| Platform Sandals | Need better balance, strap hold, or footbed comfort. | Describe whether the platform feels secure while walking. |
| Loafers | Heel slipping, instep pressure, or toe tightness. | Tell us if the shoe slips when walking or feels firm across the top of the foot. |
| Ballet Flats | Back heel rub, toe compression, or loose sides. | A secure heel and comfortable toe shape are key for a polished flat fit. |
Return-Ready Condition
How to keep your pair eligible.
The easiest way to keep a return or exchange smooth is to treat the first try-on like a fitting appointment. Use a clean indoor surface, avoid outdoor wear, and do not remove or discard packaging until you are confident the pair is right for you.
Clean Soles
Try shoes indoors only, away from dirt, concrete, grass, or wet floors.
Original Shape
Keep inserts and protective materials in place when storing or packing.
No Damage
Avoid scuffs, stains, fragrance, pet hair, and visible wear marks.
Complete Packaging
Return the shoe box and included materials whenever possible.
Inspection Notes
What our team may review.
Returned items may be reviewed for condition, completeness, and eligibility before final processing. If an item shows outdoor wear, heavy creasing, stains, missing parts, packaging damage, or signs of use beyond a careful indoor try-on, processing may be delayed or limited.
Surface Finish
Upper materials should be clean and free from visible marks.
Outsole Condition
Soles should not show outdoor wear or dirt transfer.
Packaging
Original boxes help protect the item and verify order details.
Fit Notes
Exchange requests are stronger when the fit issue is clearly described.
Resolution Flow
What happens after you request support.
Our team reviews each request with care so your return or exchange is handled correctly. Timelines may vary based on carrier movement, item inspection, exchange availability, and payment processing rules, but the overall flow remains simple and transparent.
Request Review
Our team checks your order details, delivery timing, item category, and return or exchange reason.
Instruction Sent
You receive guidance for the next step, including how to prepare the item and what details to keep.
Package Returned
The item is shipped back according to the instructions provided by Aurelle customer care.
Item Reviewed
The returned pair may be inspected for condition, packaging, and eligibility before processing.
Resolution Completed
Your exchange, refund, or next support action is completed according to the approved request.
✓
Refunds return to the original payment method.
When a refund is approved, it is generally issued back to the payment method used at checkout.
✓
Bank timing may vary.
After a refund is issued, your bank or payment provider may require additional time before the amount appears.
✓
Exchange availability depends on inventory.
If your preferred replacement size or color is unavailable, our team can help review alternative options.
✓
Discounts are reviewed with the order.
Automatic subscriber discounts and selected offer pricing are considered according to the original checkout details.
Refund Details
What to know before choosing a refund.
Refund processing begins after the return is approved and the item condition has been reviewed when required. The final amount may reflect the original order details, including automatic discounts, selected product offers, and any applicable adjustments tied to the returned item.
If you used Aurelle’s 15% automatic subscriber discount or purchased an item under a selected 20% automatic offer, our team will review the transaction according to the actual checkout amount paid.
Payment Route
Approved refunds are generally returned to the original payment method used at checkout.
Processing Note
Payment providers and banks may require extra time after Aurelle completes the refund action.
Exchange Option
If you prefer a replacement pair, request an exchange instead of a refund when contacting support.
How long do I have to request a return or exchange?
You may request a free return or exchange within 30 days of delivery. Please prepare your order number, checkout email, product name, size, color, and reason for the request.
Can I exchange my shoes for a different size?
Yes. If the style works for you but the fit is not ideal, you can request an exchange for another size when eligible. Include fit notes such as tight toe area, heel slipping, narrow width, loose straps, or calf fit concerns.
Can I exchange for a different color or style?
Aurelle support can review available options. If the replacement color or style is available and the item is eligible, our team will guide you through the next step.
Should I keep the original shoe box?
Yes. Please keep the original shoe box, inserts, wrapping, and included materials until you are sure the pair is right for you. Complete packaging helps protect the shoes during return transit.
Can I return shoes after wearing them outside?
Shoes should be tried indoors on a clean surface. Outdoor wear, dirt, scuffs, stains, strong odors, or visible use may affect eligibility or delay processing.
What should I do if my boots do not fit around the calf?
Contact support with your order details and describe the calf or shaft issue clearly. Include whether the boot feels tight at the zipper, loose around the shaft, firm at the instep, or uncomfortable with socks.
What if my heels feel uncomfortable during try-on?
Try them indoors and identify where the discomfort occurs. Toe pressure, arch strain, heel slipping, ankle strap tightness, and heel height concerns are all useful details for exchange guidance.
How are refunds processed?
Approved refunds are generally issued to the original payment method. After Aurelle completes the refund action, your bank or payment provider may take additional time to show the amount.
Do automatic discounts affect my refund?
Refunds are reviewed according to the actual checkout amount paid. This may include Aurelle’s automatic 15% subscriber discount or selected promotional product discounts when applicable.
Who can help if I am unsure whether to return or exchange?
Aurelle customer care is available 24/7. Share your order number, product details, and fit notes so the team can help you decide whether a return, size exchange, or alternate style is the better path.
Customer Care
Need help with a return or exchange?
Send your request with the order number, checkout email, product name, size, color, and a clear reason for the return or exchange. If the issue is fit-related, include where the shoe feels tight, loose, high, narrow, wide, stiff, or uncomfortable. Our 24/7 support team will help review the best next step.
Store
Aurelle
Email
support@aurelle.lat
Phone
+1 (412) 666-8173
Address
1009 Edward Street, North Versailles, PA 15137, United States
