Contact & Returns Policy

At Aurelle Attire, we are committed to ensuring your complete satisfaction with our products. If, for any reason, you are not entirely happy with your purchase, our returns policy provides detailed guidelines on how to return items.

2. Your Statutory Rights

As a consumer, you have legal rights under the Consumer Rights Act 2015. These include the right to claim a refund, replacement, repair, and/or compensation where goods are faulty or misdescribed. This policy is designed to complement, not replace, your statutory rights.

3. Made-to-Order & Bespoke Items

To maintain the highest quality and craftsmanship, all made-to-order and bespoke styles tailored to custom measurements are non-returnable and non-refundable unless faulty or not as described.

Final Sale: Once an order for a custom-made piece has been placed, it cannot be cancelled, exchanged, or refunded.
Measurements: Customers are responsible for providing accurate measurements. If you require assistance, we recommend seeking professional tailoring services before submitting measurements.
Alterations: We do not offer free alterations, but we can recommend trusted tailors if adjustments are needed.

4. Change of Mind Returns

If you have changed your mind about a standard (non-bespoke) purchase, we offer the following options:

Eligibility: Items must be returned within 14 days of receipt, unused, in their original condition, and with all tags attached. To ensure that items remain in their original condition do not try the item on wearing false tan or make-up.
Process: To initiate a return, please contact our customer service team at info@aurellebridal.co.uk with your order number and reason for return. We will provide you with a return authorisation and instructions.
Refunds: Upon receiving and inspecting the returned item, we will process a refund to your original payment method within 14 days.
Shipping Costs: Customers are responsible for return shipping costs unless the item is faulty or misdescribed.

5. Faulty Items

If you receive an item that is faulty or not as described:

Notification: Contact our customer service team at info@aurellebridal.co.uk within 30 days of receipt with details of the issue.
Resolution: We will arrange for a replacement or full refund, including any shipping costs incurred.

6. Exclusions

Certain items are not eligible for return due to hygiene and safety reasons:

Non-returnable items: This includes, but is not limited to, underwear, swimwear, earrings, and personalised or custom-made items, unless they are faulty or misdescribed.

7. How to Return an Item

To return an item:

Contact Us: Email info@aurellebridal.co.uk to request a return authorisation.
Prepare the Package: Securely package the item, including all original packaging and tags.
Shipping: Send the package to the return address provided in our return authorization email. We recommend using a tracked service to ensure safe delivery.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

9. International Returns

For orders placed outside the UK:

Process: Follow the same return procedure as domestic returns.
Shipping Costs: International customers are responsible for return shipping costs, including any customs duties or taxes.