Customer Service

Free shipping over €500 **

 

DESTINATION

COST

TIMING

Netherlands

5.95 EUR

24 - 48 hours *

Belgium

5.95 EUR

48 hours *

Germany

5.95 EUR

24 - 48 hours *

Europe

12.95 EUR

48 - 72 hours *

United Kingdom (Brexit notice below)

12.50 EUR

3 - 7 days *

United States

23.50 EUR

3 - 7 days *

Rest of World (Russia Included)

24.95 EUR

3 - 7 days *

  

We depend on the shipping companies and delays may occur. 


  • Delivery Monday to Saturday
  • Locations that are difficult to reach, such as islands, may take an additional day.
  • We do not ship to PO boxes. 
 

We advise you to keep an eye on your tracking details to avoid problems with delivery. In case of irregularities, please contact our customer care: customercare@aurelien-online.com



 

* Disclaimer: Delivery times are indicative and no rights can be derived. We are not liable for delays beyond our control, such as delays at our shipping partner. 

** Disclaimer: Kindly note that in the case of a return, when the total purchase amount of the items you are keeping does not meet the threshold of €500, standard destination shipping costs are deducted from your refund. 

 

  • Orders are shipped from the Netherlands. 
  • Fast worldwide shipping*
  • Track & Trace Shipping (insured**)
  • Easy Returns & Exchanges

Once the parcel is being processed by the shipping company, you will receive an email with your tracking details. You can use the link in the email to review the status of your order and find the estimated delivery date. Kindly note that the tracking details take a few hours to be activated by the shipping company. 


Important information:

  • You cannot change your address or cancel / modify your order once placed due to our automated fulfillment. If you notice any mistakes in your address, please contact our customer care: customercare@aurelien-online.com. 
  • Deliveries are only made from Monday to Saturday. 


* Disclaimer: Delivery times are indicative, we are not liable for delays beyond our control, such as delays at our shipping partners.

** Disclaimer: All orders whilst in transit from Aurélien to the shipping address are insured against theft and accidental damage. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance. 

 

Estimated delivery time is 3 – 7 working days. However, due to strict regulations at customs, please note that delivery may take a bit longer. Deliveries to the United Kingdom are shipped Delivery Duties Paid. Purchase price is total price and no further costs will be incurred. 

 

In case you are charged (import) duty or tax, please contact our customer care: customercare@aurelien-online.com. We will resolve this issue by refunding further levied duties.  

EU orders:

We ship out all orders from our distribution partner in the Netherlands (EU). This means that if you order from an EU-country, there are no import and / or custom duties due. 


UK orders:

Please refer to the Brexit notice.


Non-EU orders:

On orders from countries outside the EU, import and / or custom duties might be levied by your government. All duties and/or taxes are the responsibility of the customer and are not covered by Aurélien, nor are they included in the order total. Any applicable fees will be due upon delivery. If you want certainty about your country's duties and taxes, we recommend that you contact your local customs bureau directly.


If you are outside the EU, sales tax (VAT) will be refunded by Aurélien. Please contact our customer care, customercare@aurelien-online.com.


Yes, we ship worldwide including to Russia.

DESTINATION

COST

TIMING

Russia

24,95 EUR

3-7 days *

Once you have received an email confirming your order, it is no longer possible to modify your order or address details. We work with an automated fulfillment partner. In order to ensure speedy delivery, orders are prepared almost instantly.

In case you have entered a mistake in your address details, please contact our customer care: customercare@aurelien-online.com

Shipments are insured *


In case your order is taking longer to be delivered than was indicated, we encourage you to have a look at your tracking details. 


1. Shipping status: Delivered 

If the tracking details state that the parcel was delivered, we kindly suggest you ask your living partners and / or visit your neighbors to ask if they have received the parcel in your name. If this is not the case, please contact our customer care: customercare@aurelien-online.com. We will start an investigation with the shipping company. These investigations can take up to two weeks. Average resolution time: 4 days.


2. Shipping status: No updates / (error) code

If the details have not been updated for a few days (5-10), or if an error is shown, please contact the shipping company in question. Also, our customer care can start an investigation with the shipping company. These investigations can take up to two weeks.  Average resolution time: 3 days.


3. Shipping status: Returned to sender

If the details show that the parcel is returned back to our distribution partner, we advise you to contact our customer care, customercare@aurelien-online.com. We will investigate why the parcel was returned and will re-ship the item to you. 


Important information:

If the address details are filled out wrong by the customer, we are not liable for parcels that are delivered at a wrong address or are lost by the shipping company. 



* Disclaimer: All orders whilst in transit from Aurélien to the shipping address are insured against theft and accidental damage. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance.

 

Try on your purchase in the comfort of your own home. Shop comfortably, knowing that our return & exchange policy is easy and simple. You can choose to make an exchange or return items for refund or store credit. 

  • 14 Days returns & exchanges period
  • The return shipment must be initiated within 14 days of receipt. Return shipping time is not taken into account. 
  • Return shipping is FREE if returned within 2 days after receiving your purchase.
  • When returned within 2 days, shipping costs will be refunded to you once we receive your package.
  • Between 3 and 14 days, return shipping costs are at your own expense.
  • When returned within 3 and 14 days, the expenses of your return will be credited of your next order(s).
  • Purchase a return label and arrange a drop-off or pick-up at attractive rates.
  • When making an exchange we always ship the new product to you for FREE.

Conditions:

  • Please ship products back to us in the state and manner you would wish to receive them. 
  • Items should be returned new, unused and with all Aurélien tags still attached.
  • Provided branded boxes, branded dust bags, hang tags and cards should be included in your return. The packaging is part of the product.
  • Shoes must be tried on on a carpeted surface until you are certain you are keeping them.
  • Swimwear must be tried on over underwear. 
  • Send all items you wish to return from an order in the same shipment so that we can process the return as quickly as possible.

Important information: 

We reserve the right not to accept a return if the item shows signs of wear or is used or altered from its original condition in any way. In this case, we may not reimburse at all or may reduce the amount of the refund or exchange accordingly. Unacceptable returns may be sent back to the customer at the customer's expense. 

Try on your purchase in the comfort of your own home. Shop comfortably, knowing that our return & exchange policy is easy and simple. You can choose to make an exchange or return items for refund or store credit. 

  • 14 Days returns & exchanges period
  • The return shipment must be initiated within 14 days of receipt. Return shipping time is not taken into account. 
  • Purchase a return label and arrange a drop-off or pick-up at attractive rates.
  • The return shipping costs will be credited of your next order(s)
  • When making an exchange we always ship the new product to you for FREE.
 

Conditions:

  • Please ship products back to us in the state and manner you would wish to receive them. 
  • Items should be returned new, unused and with all Aurélien tags still attached.
  • Provided branded boxes, branded dust bags, hang tags and cards should be included in your return. The packaging is part of the product. 
  • Shoes must be tried on on a carpeted surface until you are certain you are keeping them. 
  • Swimwear must be tried on over underwear. 
  • Send all items you wish to return from an order in the same shipment so that we can process the return as quickly as possible.

Important Information:

We reserve the right not to accept a return if the item shows signs of wear or is used or altered from its original condition in any way. In this case, we may not reimburse at all or may reduce the amount of the refund or exchange accordingly. Unacceptable returns may be sent back to the customer at the customer's expense. 


  • The customer can make an exchange within 14 days after receiving the order.
  • In the case of an exchange, we send out exchange item(s) for free.
  • If you ship out the return within 2 days after receiving the order, we reimburse shipping costs up to €5,95.
  • The customer is notified once the new item(s) are shipped. 
  • The parcel is shipped to the address indicated for the original order. 
  • Once your return parcel is received, it takes up to 5 days to process the exchange. 

Exchanges are quick and easy through the following steps:

Step 1: Request your exchange in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to exchange.

Step 2: Open your email and click on the link to access your return instructions.  Open Returnista. Purchase your return label at our attractive rates. Then, select a local drop-off point to hand over your parcel, or arrange to have your parcel picked-up. 

Step 3: Dispatch the parcel to the delivery service (drop-off or pick-up).  Put the packing slip in the box along with the items you are returning.


If you require a quicker exchange, our advice is to place a new order and return the original order for a refund. 


Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange.  The maximum amount of times a customer can exchange an item is two. If the customer wishes to return after exchanging twice, the customer is reimbursed in the form of store credit. All shipping costs are deducted from the amount that is reimbursed.

 
  • The customer can make an exchange within 14 days after receiving the order.
  • In the case of an exchange, we send out exchange item(s) for free, the return shipping is at the customer’s expense. 
  • Return shipping costs can be credited off of your next purchase(s).
  • The customer is notified once the new item(s) are shipped. 
  • The parcel is shipped to the address indicated for the original order. 
  • Once your return parcel is received, it takes up to 5 days to process the exchange. 

Exchanges are quick and easy through the following steps:

Step 1: Request your exchange in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to exchange.

Step 2: Open your email and click on the link to access your return instructions.  Open Returnista. Purchase your return label at our attractive rates. Then, select a local drop-off point to hand over your parcel, or arrange to have your parcel picked-up. 

Step 3: Dispatch the parcel to the delivery service (drop-off or pick-up).   Put the packing slip in the box along with the items you are returning.

If you require a quicker exchange, our advice is to place a new order and return the original order for a refund. 


Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. The maximum amount of times a customer can exchange an item is two. If the customer wishes to return after exchanging twice, the customer is reimbursed in the form of store credit. All shipping costs are deducted from the amount that is reimbursed.

  • The customer can make an exchange within 14 days after receiving the order.
  • In the case of an exchange, we send out exchange item(s) for free, the return shipping is at the customer’s expense. 
  • Return shipping costs can be credited off of your next purchase(s).
  • The customer is notified once the new item(s) are shipped. 
  • The parcel is shipped to the address indicated for the original order. 
  • Once your return parcel is received, it takes up to 5 days to process the exchange. 

Exchanges are quick and easy through the following steps:

Step 1: Request your exchange in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to exchange.

Step 2: Prepare your parcel Add your item(s) and packing slip to the shipping box and take your parcel to a local drop-off point. You may choose a shipping company of your preference. Usually, local shipping companies are most economical. ALWAYS choose a shipping method that provides you with tracking details

Please send your exchange to the following address:

Aurélien Returns & Exchanges (No Commercial Value) 1e Regimentsdok 2 3433 KS, Nieuwegein The Netherlands

If you require a quicker exchange, our advice is to place a new order and return the original order for a refund.

 

Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. 

The maximum amount of times a customer can exchange an item is two. If the customer wishes to return after exchanging twice, the customer is reimbursed in the form of store credit. All shipping costs are deducted from the amount that is reimbursed.

  • Returns can be made within 14 days after receiving the order.
  • If you ship out the return within 2 days after receiving the order, we reimburse shipping costs up to €5,95.
  • The customer is notified when the returned order is being processed at our warehouse (5 - 7 days after receival).
  • Please look at the tracking details to see whether the parcel is delivered. 


Returns are quick and easy through the following steps:

Step 1: Request your return in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to return.

Step 2: Open your email and click on the link to access Returnista. Purchase your return label at our attractive rates. Then, select a local drop-off point to hand over your parcel, or arrange to have your parcel picked-up.

Step 3: Dispatch the parcel to the delivery service (drop-off or pick-up).   Put the packing slip in the box along with the items you are returning.


Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. When a parcel is taking over 30 days to reach our distribution location, the customer is reimbursed in the form of store credit.  Kindly note that in the case of a return, when the total purchase amount of the items you are keeping does not meet the threshold of €500, standard destination shipping costs are deducted from your refund. 

 

  • Returns can be made within 14 days after receiving the order.
  • Return shipping costs can be credited off of your next purchase(s).
  • The customer is notified when the returned order is being processed at our warehouse (5 - 7 days after receival).
  • Please look at the tracking details to see whether the parcel is delivered. 


Returns are quick and easy through the following steps:

Step 1: Request your return in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to return.

Step 2: Open your email and click on the link to access Returnista. Purchase your return label at our attractive rates. Then, select a local drop-off point to hand over your parcel, or arrange to have your parcel picked-up.

Step 3: Dispatch the parcel to the delivery service (drop-off or pick-up).   Put the packing slip in the box along with the items you are returning.


Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. When a parcel is taking over 30 days to reach our distribution location, the customer is reimbursed in the form of store credit. Kindly note that in the case of a return, when the total purchase amount of the items you are keeping does not meet the threshold of €500, standard destination shipping costs are deducted from your refund. 

 

  • Returns can be made within 14 days after receiving the order.
  • Return shipping costs can be credited off of your next purchase(s).
  • The customer is notified when the returned order is being processed at our warehouse (5 - 7 days after receival).
  • Please look at the tracking details to see whether the parcel is delivered. 
  •  

    You can make an easy return following these steps: 

    Step 1: Request your return in our Return & Exchange Portal. Enter your order number and email address and select the item(s) you wish to return.

    Step 2: Prepare your parcel Take your parcel (item(s) + packing slip) to a local drop-off point. Local shipping companies are most economical. ALWAYS choose a shipping method that provides you with tracking details

    Please send your exchange to the following address:

    Aurélien Returns & Exchanges (No Commercial Value) 1e Regimentsdok 2, 3433 KS, Nieuwegein, The Netherlands


    Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. When a parcel is taking over 30 days to reach our distribution location, the customer is reimbursed in the form of store credit. Kindly note that in the case of a return, when the total purchase amount of the items you are keeping does not meet the threshold of €500, standard destination shipping costs are deducted from your refund. 

     

    Once your return shipment has been received by Aurélien your refund will be initiated within 3-7 working days*

    • When Aurélien receives your return shipment, your shipment will be processed
    • Processing time is approximately 3-7 working days
    • You will receive a REFUND notification once your parcel has completed processing

    • For returns sent within our 14 days period, a full refund of the purchase amount (minus shipping costs) is issued to your original payment method.
    • Shipping costs are not refunded.
    • Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. 
    • Within the EU, all sales taxes are refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. 

    *During exceptional peak periods processing times may be longer.

    We have strict quality control. All items are checked thoroughly for any flaws before they are shipped to the customer. Goods are considered faulty if they are received damaged, or where a manufacturing fault occurs within six months after purchase. Please note that items that are damaged as a result of wear and tear are not considered faulty*.


    Incorrect item:


    If you received an incorrect item please contact customer care and provide us with an image of the item AND the box(label), customercare@aurelien-online.com. We will exchange the incorrect item(s) at our expense.


    Faulty item:


    If you have received a faulty item, please contact customer care immediately and provide us with an image of the item, customercare@aurelien-online.com. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. 





    *The laces on the driving shoes and loafers are decorative and cannot and therefore should not be used to adjust the fit of the shoe. 

    • Once your order has been shipped from our warehouse you will receive an email with tracking details*
    • Tracking details will be activated by the courier within 24-48 hours**
    • Please click on the link in the email to see the latest delivery information
    • For problems with delivery see 'Delivery Problems' below


    *Please check your spam folder

    **During peak periods, it may take longer for the courier to activate your tracking information


    Once your return shipment has been received by Aurélien your Exchange will be shipped within 3-6 working days*

    • When Aurélien receives your return shipment, your shipment will be processed
    • Processing time is approximately 3-6 working days
    • You will receive an email with NEW TRACKING details, once your exchange is shipped
    • Please consult the NEW TRACKING details for the expected delivery date

    Important information:

    • We do not send a message to confirm the receipt of your return shipment**
    • During processing time, your return shipment goes through quality control
    • If items are unavailable (sold out), you will be informed
    • Any price difference will be resolved by sending the customer a payment request or by initiating a refund for the price difference. 
    • All refunds will be made to the original payment method


    *During exceptional peak periods processing times may be longer.

    **Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.

    Once your return shipment has been received by Aurélien your refund will be initiated within 3-7 working days*

    • When Aurélien receives your return shipment, your shipment will be processed
    • Processing time is approximately 3-7 working days
    • You will receive a REFUND notification once your parcel has completed processing

    Important information:

    • We do not send a message to confirm the receipt of your return shipment**
    • During processing time, your return shipment goes through quality control
    • Once the refund has been initiated your refund will soon be visible in your balance
    • All refunds will be made to the original payment method


    *During exceptional peak periods processing times may be longer.

    **Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.

    Once you have received an email confirming your order, it is no longer possible to modify your order or address details. We work with an automated fulfillment partner. In order to ensure speedy delivery, orders are prepared almost instantly. 

    In case you have entered a mistake in your address details, please contact our customer care: customercare@aurelien-online.com. 

    Shipments are insured *

    In case your order is taking longer to be delivered than was indicated, we encourage you to have a look at your tracking details. Below are some of the most common delivery problems and resolutions.


    Most common delivery problems and resolutions:


    1. Tracking status: Parcel Delivered / I do not have my order

    If the tracking details state that the parcel was delivered, we kindly suggest you ask your living partners and / or visit your neighbors to ask if they have received the parcel in your name. If this is not the case, please contact our customer care, customercare@aurelien-online.com. We will start an investigation with the shipping company**. These investigations can take up to two weeks. Average resolution time: 4 days.

    2. Tracking status: 'Error/unknown' or no recent updates

    If the details have not been updated for a few days, or an error is shown, please contact the shipping company in question. Also, our customer care can start an investigation with the shipping company. These investigations can take up to two weeks.  Average resolution time: 3 days.

    3. Tracking status: Returned to sender

    If the details show that the parcel is returned back to our distribution partner, we advise you to contact our customer care, customercare@aurelien-online.com. We will investigate why the parcel was returned and will re-ship the item to you. 


    Important information:

    If the address details are filled out wrong by the customer, we are not liable for parcels that are delivered at a wrong address or are lost by the shipping company. 


    Disclaimer: All orders whilst in transit from Aurélien to the shipping address are insured against theft and accidental damage. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance.

    ** Disclaimer: In order to start an investigation and provide a resolution, we must be informed within 7 days of the delivery date indicated in the tracking details. 

    Payment Methods:

    We accept Visa, MasterCard, American Express, Maestro cards, PayPal, iDEAL, Bancontact, SOFORT, Belfius, KBC/CBC (Cartes Bancaires), Giropay and EPS.

    At Aurélien, we value your personal online security. We use the latest SSL encryption technology to store and safely transmit your personal and payment information through our systems. 


    Website Security:

    To ensure that your shopping experience is safe, simple and secure AURELIEN-ONLINE.COM uses Secure Socket Layer (SSL) technology. This technology encrypts and protects the data you send over the internet. If SSL is enabled then you will see a small padlock at the top left of your browser. You can click on this icon to find out information about the SSL digital certificate registration. 

    You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

    With a strong focus on timeless style, artisanal craftsmanship and the finest natural raw materials, Aurélien offers a collection of pure luxury at an elegant price point. 

    Aurélien presents timeless Mediterranean style in footwear, garments and accessories for the most discerning customers. Embodying the carefree joie-de-vivre. Aurélien has become synonymous with casual elegance, timeless designs, and the most desired raw materials, most notably Cashwool®  and Softey® suede.

    Through the Smart Luxury concept Aurélien offers unmatched value-for-money in the high-end fashion industry.

    Mediterranean Style | Italian Craftsmanship | Finest Natural Materials | Elegant Pricing

    By streamlining operations, modernizing marketing efforts, working cost efficient and having the chain from product design to consumer almost entirely in own hands, Aurélien offers a collection of pure luxury at an elegant price point. With regard to value-for-money in the high-end fashion industry, Aurélien is one of a kind.

    We call it: Smart Luxury

    Aurélien spends months seeking the best factories. We produce our products in the very best and same factories as your favourite designer labels. We only use the finest and most sought after materials for our products. We care just as much about the size and fit of a product as we do about the design. We are continuously looking for innovative ways to improve quality control.

    Leather and suede are natural materials with their own properties. It feels crisp, breathes and has a luxury appeal. In time, the material will become more supple and shape to the body of the wearer. Aurélien only uses extremely soft and supple calf leather. To ensure that your product will have a long lifespan, we recommend you to treat your product with a leather and suede protector spray. Such a spray can be found at most high end shoe stores. 

    • While treating your product with a leather and suede protector spray, make sure you keep the spray at a distance of 40cm.
    • Dirt can be removed from suede by carefully brushing the material with a suede brush. Please note to always brush with care.
    • Please note that suede should not come in contact with water. If this happens, please dry the product at room temperature. Do not dry the product on a heat source or in the sun.
    • Your product can discolor when it is exposed to UV radiation or sunlight. To prevent this please do not leave your product in the sun.
    • Please use a dust bag to protect your product and not a plastic bag, as leather needs to breathe.
    • Our products are made with the greatest care. Because leather is a natural material, small deviations may occur in the material. Two products are never identical, that is the beauty of leather products. 

    Filo Di Scozia is a yarn produced exclusively from the finest and highest quality Egyptian cotton. It has fibers over 34/36mm in length making it durable and naturally shiny. Filo Di Scozia is recognized as the best cotton in the world. After combing, twisting, gassing and mercerizing, the cotton’s natural characteristics of shine and resistance are strengthened, acquiring better absorption and non-shrinking qualities. Filo Di Scozia products are comfortable on the skin, long-lasting, silky and low-pilling, with vivid, shiny tones. 

    • Please always use a coat hanger for your product to maintain its shape and fit.
    • Do not dry clean your product.
    • Do not bleach your product.
    • Please use a gentle drying process.
    • Wash your product to a maximum of 30 degrees Celsius.
    • Please iron your product to medium heat.


    Cashwool® is an exceptionally fine fibre (19.5 microns in diameter) sourced from selected Merino sheep bred in Australia. The secret of Cashwool® starts with the raw material: wool, selected with the utmost care, choosing only parts with a superb level of fineness and pureness. This is the only way to obtain the incredibly soft, absolutely white, light yarn that gives luminosity and fastness to every colour nuance. Cashwool® is made exclusively in Italy, in the Zegna Baruffa Lane Borgosesia plants: its production follows a distinct process that has been designed and fine-tuned to respect a level of global quality that embraces the product, the individual and the environment.

    • Wash by hand or at 30 degrees Celsius using neutral detergent.
    • Do not dry clean your product.
    • Do not bleach your product.
    • Warm iron.
    • Please always use a coat hanger for your product to maintain its shape and fit.

    Polyamide fabric is a high-performance fabric. It has the feel of soft cotton, yet unlike cotton, it is waterproof and breathable, which helps your body maintain a comfortable temperature and wick away moisture when exercising. Polyamide fabric is washing-machine safe, but should only be washed with cold water.

    • Wash the polyamide fabric in a regular, cold water washing machine cycle, using a bleach-free laundry detergent. If a washing machine is not available, the fabric can be hand washed in cold water.

    • Allow the fabric to air dry. Do not dry the fabric using heat, as it will shrink the fabric.

    • Turn the fabric inside out. Use an iron preheated to a low heat setting to remove any wrinkles.

    • LIVE CHAT: in the right bottom of your screen
    • EMAIL: customercare@aurelien-online.com

    Office hours: Monday - Friday 9:30-18:00 CEST

    We are happy to help with inquiries related to orders placed on the Online Store. We strive to respond to every e-mail within 24-48 business hours, Monday to Friday, excluding holidays.

    To ensure our emails do not get blocked, please add customercare@aurelien-online.com to your address book or keep an eye on your SPAM folder.


    Customer service is currently only available through Live Chat & Email. If necessary, our customer support team will contact you by telephone afterwards. 

    Once your return shipment has been received by Aurélien your refund will be initiated within 3-7 working days*

    • When Aurélien receives your return shipment, your shipment will be processed
    • Processing time is approximately 3-7 working days
    • You will receive a REFUND notification once your parcel has completed processing

    Important information:

    • We do not send a message to confirm the receipt of your return shipment**
    • During processing time, your return shipment goes through quality control
    • Once the refund has been initiated your refund will soon be visible in your balance
    • All refunds will be made to the original payment method


    *During exceptional peak periods processing times may be longer.

    **Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.

    • Once your order has been shipped from our warehouse you will receive an email with tracking details*
    • Tracking details will be activated by the courier within 24-48 hours**
    • Please click on the link in the email to see the latest delivery information
    • For problems with delivery see 'Delivery Problems' below


    *Please check your spam folder

    **During peak periods, it may take longer for the courier to activate your tracking information


    Once your return shipment has been received by Aurélien your Exchange will be shipped within 3-6 working days*

    • When Aurélien receives your return shipment, your shipment will be processed
    • Processing time is approximately 3-6 working days
    • You will receive an email with NEW TRACKING details, once your exchange is shipped
    • Please consult the NEW TRACKING details for the expected delivery date

    Important information:

    • We do not send a message to confirm the receipt of your return shipment**
    • During processing time, your return shipment goes through quality control
    • If items are unavailable (sold out), you will be informed
    • Any price difference will be resolved by sending the customer a payment request or by initiating a refund for the price difference. 
    • All refunds will be made to the original payment method


    *During exceptional peak periods processing times may be longer.

    **Please consult your tracking details to determine if you parcel has been received by Aurélien. We cannot provide you with information about this before your package has been fully processed.

    Once you have received an email confirming your order, it is no longer possible to modify your order or address details. We work with an automated fulfillment partner. In order to ensure speedy delivery, orders are prepared almost instantly. 

    In case you have entered a mistake in your address details, please contact our customer care: customercare@aurelien-online.com. 

    Shipments are insured *

    In case your order is taking longer to be delivered than was indicated, we encourage you to have a look at your tracking details. Below are some of the most common delivery problems and resolutions.


    Most common delivery problems and resolutions:


    1. Tracking status: Parcel Delivered / I do not have my order

    If the tracking details state that the parcel was delivered, we kindly suggest you ask your living partners and / or visit your neighbors to ask if they have received the parcel in your name. If this is not the case, please contact our customer care, customercare@aurelien-online.com. We will start an investigation with the shipping company**. These investigations can take up to two weeks. Average resolution time: 4 days.

    2. Tracking status: 'Error/unknown' or no recent updates

    If the details have not been updated for a few days, or an error is shown, please contact the shipping company in question. Also, our customer care can start an investigation with the shipping company. These investigations can take up to two weeks.  Average resolution time: 3 days.

    3. Tracking status: Returned to sender

    If the details show that the parcel is returned back to our distribution partner, we advise you to contact our customer care, customercare@aurelien-online.com. We will investigate why the parcel was returned and will re-ship the item to you. 


    Important information:

    If the address details are filled out wrong by the customer, we are not liable for parcels that are delivered at a wrong address or are lost by the shipping company. 


    Disclaimer: All orders whilst in transit from Aurélien to the shipping address are insured against theft and accidental damage. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance.

    ** Disclaimer: In order to start an investigation and provide a resolution, we must be informed within 7 days of the delivery date indicated in the tracking details.