Refund policy

Refund & Return Policy

At Aurello London, we want you to feel confident with every order you place.

Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

  • Unworn and unused

  • In the same condition that you received it

  • With all original tags and labels attached

  • In its original packaging

  • Accompanied by proof of purchase

To start a return, please contact us at info@aurellolondon.com.

Once your return request has been reviewed, we will provide further instructions on how and where to send your item.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

UK Cancellation Rights

If you are a consumer in the United Kingdom, you may have the right to cancel your order within 14 days after receiving your goods, without giving a reason, unless an exception applies.

After notifying us that you wish to cancel, you may have a further 14 days to return the goods.

This does not affect your statutory rights.

Non-Returnable Items

The following items are not eligible for return:

  • Items that have been worn, used, washed or damaged by the customer

  • Items returned without original tags, labels or packaging

  • Items returned after the return period has passed

  • Items that are not in a resellable condition

  • Gift cards, where applicable

  • Personalised or custom-made items, where applicable

  • Hygiene-sensitive items, where applicable, if the seal has been broken

Exchanges

We currently only offer exchanges for defective, damaged or incorrect items.

Please include your order number and clear photos of the issue so we can review it and assist you with the next steps.

Change-of-mind exchanges based on colour, size, style or preference are not guaranteed and may be handled as a return and new order.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow 3–5 business days for the refund to appear in your account after it has been processed. Your bank or payment provider may require additional processing time.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged or incorrect.

If your item is faulty, damaged or incorrect, we will assist you with the return process and may cover the return shipping cost where applicable.

We recommend using a tracked shipping service when returning an item, as we cannot guarantee receipt of your return without tracking.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item is faulty, damaged or incorrect, contact us as soon as possible with your order number and clear photos of the issue.

We will review the situation and offer a suitable solution, which may include a replacement, refund or return instructions.

Contact

For any questions about returns, refunds or exchanges, please contact us at info@aurellolondon.com.