Frequently Asked Questions

Orders are normally dispatched within 24–48 hours. After dispatch, delivery generally takes 5–7 business days, depending on your location.

Delivery times are estimates and may be affected by customs, public holidays or carrier delays.

Yes. Maison Auréle ships to more than 65 countries worldwide.

Countries we cannot currently serve are automatically excluded from checkout. If you can select your country and complete checkout, we can deliver to your address.

Shipping costs are:

• Free on orders of $100 or more.
• $7.50 on orders under $100.

The threshold is based on USD $100 or its displayed equivalent in your selected currency. Free shipping is applied automatically during checkout.

Eligible products can be returned within 14 days of delivery.

We do not charge restocking or handling fees. Products must be unworn, unwashed and returned with their original labels and accessories.

Start your return here: Request a Return.

Once your order has been dispatched, you will receive a shipping-confirmation email containing your tracking link.

Tracking information may take up to 48 hours to update after the parcel is handed to the carrier.

Order confirmations are normally sent immediately after checkout.

First, check your spam, junk or promotions folder. If you still cannot find it, contact contact@maisonaurele.co with your full name and the email address used during checkout.

We begin processing orders quickly, so changes and cancellations cannot always be guaranteed.

Contact us immediately at contact@maisonaurele.co. If your order has not entered processing, we will do our best to help.

If it has already been dispatched, you can request a return after delivery.

Contact us immediately with your order number and the correct address.

We will try to update it before dispatch, but changes may no longer be possible once the parcel has been processed or shipped.

Maison Auréle cannot guarantee delivery when an incorrect or incomplete address was entered during checkout.

Most orders arrive together. However, items stored at different fulfilment locations may be sent separately.

If your order is divided into multiple parcels:

• You will not pay additional shipping costs.
• Each parcel may have a separate tracking number.
• The parcels may arrive on different days.

Tracking can take up to 48 hours to activate. It may also remain unchanged temporarily while a parcel is moving between carrier facilities or undergoing customs processing.

If tracking has not updated for several business days, contact us and we will help investigate.

Please:

1. Check your entrance, mailbox and any designated safe place.
2. Ask household members, neighbours or building reception.
3. Review any delivery notes from the carrier.
4. Contact the delivery provider using your tracking number.

If the parcel still cannot be found, contact us with your order and tracking details so we can investigate.

If the delivery provider confirms that your parcel was lost in transit, we will arrange an appropriate solution.

Depending on availability and your legal rights, this may be a replacement, an agreed alternative product or a refund.

Contact us as soon as reasonably possible, preferably within 48 hours of delivery. Send your order number and clear photographs of:

• The outer packaging.
• The shipping label.
• The damaged product.

Keep all packaging until we have reviewed your request. Reporting after 48 hours does not remove any mandatory consumer rights.

Some international orders may be subject to customs duties, import taxes or handling charges imposed by the destination country.

If these charges are not collected during checkout—and checkout does not expressly state that duties are included—they are the responsibility of the recipient.

Maison Auréle does not determine or control charges imposed by local customs authorities.

Customs authorities may inspect international parcels or request additional information before releasing them.

These checks are outside our control and can cause delays. Follow any instructions provided by the carrier or customs authority and contact us if you require shipping documentation.

Submit your return request within 14 days of receiving your order: Request a Return.

Follow the return instructions provided. Do not send products to an address without first registering your return.

Returned products must be:

• Unworn, other than briefly tried on for fit.
• Unwashed and unaltered.
• Free from stains, scents and damage.
• Returned with original labels and accessories.
• Packed securely for transport.

You may be responsible for any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Eligible returns registered through our official return process are free where advertised on our website.

We do not charge a restocking or handling fee. If you independently use another courier without our agreement, those shipping costs may not be reimbursed.

Yes, subject to availability.

Submit your request through our return page and select an exchange where that option is available. If your preferred size or product is unavailable, you can return the item for a refund and place a new order.

Yes. Sale items are eligible for return unless they are clearly marked as non-returnable and excluding them is permitted by applicable law.

Mandatory consumer withdrawal and product-guarantee rights continue to apply.

Once your return has been received and approved, we will notify you by email.

For valid consumer withdrawals, refunds are issued within the legally required period. We may wait until the returned products arrive or you provide proof that they have been sent.

After we issue the refund, your bank or payment provider may require additional business days to display it in your account.

Your order number appears in your order-confirmation and shipping-confirmation emails.

If you cannot locate either email, contact us using the email address entered during checkout.

Contact contact@maisonaurele.co with your order number and clear photographs of the product and its label.

We will review the issue and arrange an appropriate solution at no additional cost.

Check the size guide and fit information on the relevant product page before ordering.

Compare the listed measurements with a similar garment or pair of shoes you already own. Sizing and fit can vary between designs, so the information on the individual product page takes priority.

If you need help choosing, contact us before ordering.

Review the fit description and measurements on the product page.

For a closer fit, choose the smaller size. For more room or a relaxed fit, choose the larger size. If an item is described as tailored or slim, sizing up is often the more comfortable option when between sizes.

We make every effort to display colours accurately. However, colours can appear slightly different depending on your screen settings, lighting and device.

Natural materials such as suede, leather and linen may also show subtle variations in colour, grain and texture.

Materials vary between products. The exact composition and construction are listed on each product page.

Some Maison Auréle pieces use natural materials such as linen, leather and suede, while others use carefully selected fabric blends to provide the intended fit, structure or durability.

Always check the individual product description before ordering.

Follow the care label attached to the product, as instructions vary by fabric and construction. To preserve shape and colour:

• Wash only as directed.
• Use a gentle detergent.
• Avoid excessive heat.
• Do not tumble dry unless the label permits it.
• Store knitwear folded rather than hanging where appropriate.

Keep suede away from excessive water and moisture. We recommend:

• Applying a suitable suede protector before first wear.
• Using a soft suede brush to remove surface dirt.
• Allowing wet footwear to dry naturally.
• Avoiding direct heat.
• Testing cleaning products on a discreet area first.

For significant stains, use a professional shoe-cleaning service.

Our products are covered by the mandatory legal guarantees applicable in your country.

If you believe a product has a manufacturing defect, contact us with your order number, an explanation and clear photographs. We will review the issue and advise you on the available remedy.

Normal wear, accidental damage and damage caused by incorrect care are not manufacturing defects.

Available payment methods are displayed during checkout and may vary depending on your country and currency.

All payments are processed securely through specialist payment providers.

Yes. Maison Auréle uses Shopify’s secure checkout infrastructure and established payment providers.

We do not generally receive or store your complete payment-card number.

Where supported, you can select your preferred country or currency through the website’s currency selector.

Your bank may apply its own exchange rate or international transaction fee. These charges are outside Maison Auréle’s control.

Enter your code in the discount-code field during checkout and select Apply. Unless the promotion states otherwise:

• Only one discount code can be used per order.
• Codes cannot be added after an order is completed.
• Discounts cannot be exchanged for cash.
• Discounts may exclude certain products or collections.

Email our Customer Care team at contact@maisonaurele.co.

Include your order number when contacting us about an existing purchase so we can assist you more quickly.