Returns & Exchanges
Returns & Exchanges:
At AURÆN, our product descriptions are as detailed as possible so that you encounter no surprises when you receive our products. We want our customers to know exactly what they are ordering.
Order Cancellation Policy:
We pride ourselves on our ability to process all orders placed on our site directly. If you wish to cancel your order, please email us at contact@maisonauraen.com within 3 hours after payment of your order. Sale items are not refunded.
A large majority of in-stock items are processed and/or shipped within 3 hours, it is imperative that you contact us during this period so that we can attempt to cancel your order before it is processed and/or shipped.
Return Policy:
We only accept returns for size changes, broken products, or receiving a product different from the initial order... Our return policy is 14 days from the moment you receive your products. If for these reasons you wish to return the products to us, you will need to fill out the return form that we will send you by email to contact@maisonauraen.com. Sign it and then send it with your package to the address we will provide when you write to our support.
Exchanges / Refunds / Replacements
If you are within the 14-day return period, we offer you 3 options:
1. Exchange your item for a size.
Exchanges are only possible for the above case. Exchanging a different product is strictly not permitted. We recommend that you return your original item in agreement with our customer service to have the desired product sent back to you.
2. Refund details and vouchers
By default, the refund method is a voucher. If you wish to receive a partial refund of your order, please let us know.
Only the final price paid (after any discount) will be generated as a voucher.
Discount codes or vouchers cannot be re-issued and are non-refundable.
3. Replacement of an incorrect or defective item
We are truly sorry! Please send us an email at contact@maisonauraen.com with the following details:
Your order number
Description of the problem (e.g., incorrect / defective item)
A photo or video of the problem in question
4. Refund for a refused product
We do not refund products that you refuse to accept. To proceed with a refund in agreement with customer service, you must return the product with its return form. By refusing to accept a sent package, you cannot obtain a refund.
How can I get a refund for my product?
If you wish, we can send you a new product identical to a variant of the product ordered.
There are certain situations where only partial refunds are granted (if applicable). Due to inspection, warehouse, and processing fees, some items may incur a 15% to 30% restocking fee for returned and refunded orders. The fees will be applied to the original order and the balance will be refunded. The buyer is responsible for paying the return shipping costs.
How long does it take to get a refund?
Generally, refunds can take up to two weeks to be processed. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.
How to return an item?
Each return request must be accompanied by a return form.
Please fill out this form as accurately as possible and send your item accompanied by this form to the return address that we will communicate to you by email.
For any questions or concerns, send us an email at contact@maisonauraen.com
Late or Missing Refunds:
Check your bank account
Contact your bank
Processing time generally takes 3 to 5 business days
If you have done all of this and still have not received your refund, please contact us at contact@maisonauraen.com
Delivery:
The customer is responsible for paying their own shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, you will receive exactly what you paid for the product (minus any restocking fees).
If you would like an exchange: Depending on your country of origin, your exchanged item may take 2 to 4 weeks to reach you.
Warning:
If you are shipping items with a value greater than €50, we strongly suggest that you send the product back to us with a tracking number.