RETURNS & EXCHANGES

RETURN & EXCHANGE POLICY

Netherlands

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. 

Rest of the World

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. 

I WANT TO EXCHANGE

Exchanges in The Netherlands
  • 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.

Exchanges in EU
  • 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.

Exchanges in The Rest Of The World (including UK)
  • 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.

I WANT TO RETURN (REFUND)

Returns in The Netherlands
  • 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 in EU
  • 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 in the Rest Of The World (including UK)
  • 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. 

    RECEIVING A REFUND

    Receiving a 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.

    INCORRECT / FAULTY GOODS

    Returning incorrect / faulty goods

    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.