fast faq
how do i start a return?
Simply contact us at return@aurelisee.com with your order number and the items you wish to return.
We will provide you with the necessary instructions and you can download our official Return Form directly from this page to include in your package.
English:
[Download Return Form Here]
Deutsch:
[Retourenformular hier herunterladen]
What are the conditions for a return?
To be eligible, products must be unused, unopened, and in their original packaging. For items without a physical seal, the packaging must be completely undisturbed. Due to hygiene and safety standards for personal care products, we cannot accept returns for any items that have been opened or tested.
How long does it take to receive my refund?
Once we receive and inspect your return, we process refunds within 10 business days. The refund will be issued to your original payment method. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
At Aureliseé, we strive for excellence and want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we are here to assist you.
1. Right of Withdrawal & Cooling-Off Period
European Union (EU): You have the right to cancel or return your order within 14 days of receipt for any reason, without justification.
United States (US) & International: We offer a 14-day return window from the date of delivery. After 14 days, we unfortunately cannot offer you a refund or exchange.
2. Eligibility for Returns (Hygiene & Safety)
Due to the nature of our products and for health, safety, and hygiene reasons, we maintain strict return criteria. To be eligible for a return:
The product must be unopened, unused, and in the same condition as received.
The original protective seals (on bottles, jars, or boxes) must be perfectly intact.
The item must be in its original packaging, including all tags and accessories.
You must provide a receipt or proof of purchase.
Exclusions: We cannot accept returns of personal care products (including skincare, haircare, and body care) where the protective seal has been broken or the packaging has been opened after delivery, unless the item is proven defective or incorrect upon arrival.
3. How to Initiate a Return
To start a return, please contact us at return@aurelisee.com. Provide your order number and the items you wish to return.
Return Form: Please download, fill out, and include our official Return form inside your package.
English:
[Download Return Form Here]
Deutsch:
[Retourenformular hier herunterladen]
Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.
4. Shipping & Costs
Return Shipping: The customer is responsible for paying all return shipping costs, unless the item received was defective, damaged, or incorrect. Return shipping costs are non-refundable.
Tracking: For all returns (especially international/US), we strictly require using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Taxes & Duties: Any customs duties, taxes, or fees incurred during the return of international orders are the responsibility of the customer.
5. Damages, Defects, and Incorrect Items
Please inspect your order upon arrival. If an item is defective, damaged, or if you received the wrong product, contact us immediately at support@aurelisee.com.
We will evaluate the issue and provide a replacement or a full refund, including a pre-paid return label where applicable.
6. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approval: If approved, your refund will be processed to your original payment method within 10 business days.
EU Orders: For full returns within the EU, we will also refund the original standard shipping costs.
US/International Orders: Original shipping charges are non-refundable.
Processing: Please note it may take additional time for your bank or credit card company to post the refund.
7. Final Sale & Promotional Items
Only regular-priced items may be refunded. Items marked as "Final Sale," "Non-returnable," or certain promotional bundles cannot be returned or refunded unless they arrive damaged.
8. Product Use Disclaimer (US Compliance)
Aureliseé products are for external use only. We are not responsible for any allergic reactions or adverse effects caused by the misuse of products or sensitivities to specific ingredients. We strongly recommend reviewing the ingredient list and performing a patch test before full application of any personal care product.